Outsourcing&More #32 (1/2017) - January-February 2017

www.outsourcingportal.eu No. 1 (32) | January – February 2017 ISSN 2083-8867 PRICE EUR 6 (INCL. 8% VAT)

People, Process, Place – as indicators of the BSS sector’s development Interview with Adam Krzanowski, CEO of the Nowy Styl Group page 20

BUSINESS

INVESTMENTS

CAREER & DEVELOPMENT

Where sales end, Back Office begins

New "Łódź Fabryczna"

page 32

page 52

Permanent employment, contracting or outsourcing: what’s the best way to get IT specialists in Poland? page 62

INTRODUCTION

Editor-in-chief Dymitr Doktór d.doktor@proprogressio.pl

Dear Readers, This January is already the beginning of our sixth year, and similarly to previous anniversaries of Outsourcing&More Magazine we have introduced a number of changes based on your recommendations and suggestions. Some of those changes are minor, but the others had significant impact on the shape and format of the Magazine.

One of the most important changes is the concerning the Editorial House. After five years of RIPOSTA’s management, Pro Progressio Foundation has become the new editor of Outsourcing&More. Pro Progressio has been the supporting our magazine for many years and finally become the main content provider.

The new Outsourcing&More is now available in two language versions. We have decided to separate Polish content from the international one. In Poland the Magazine is available from now as Outsourcing&More Polska and in English the Outsourcing&More title has remained unchanged. The English version of the Magazine will also include international news, articles and publications coming from various Countries.

The Magazine you have now in your hands is also the first issue, where we have decided to separate three main categories of publications: business, investments and HR. Thanks to this change we will be able to present you in more clear approach content directly connected with outsourcing and modern business services, articles focused on business attractiveness of cities, regions and Countries and finally very interesting group of publications related to human resources and career development.

Managing Editor Kamila Cyranowicz kamila.cyranowicz@proprogressio.pl DTP Dariusz Skuza Advertising reklama@outsourcingandmore.pl Published by PRO PROGRESSIO Editorial address ul. Dolna 21b/40 00-773 Warszawa www.proprogressio.pl

P: +48 22 213 02 45 F: +48 22 213 02 49 redakcja@outsourcingandmore.pl www.outsourcingandmore.pl Print Drukarnia Jantar 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 first edition of Outsourcing&More Polska in the new format, has been presented to the delegates of The BSS Forum and Outsourcing Stars Gala – two annual events organized this time in January. On our pages you can find the list of the fastest growing outsourcing companies in Poland as well as the best organizations of their business environment. Congratulations to the winners and we keep our fingers crossed for the next successes.

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

I hope you will like the introduced changes and as usual we are open for your further suggestions. Thanks to you Outsourcing&More is each year becoming more and more recognized title.

AUTHORS

Thank you for being with us.

Dymitr Doktór Editor in Chief

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@DymitrDoktor

Partners

Krzysztof Pimpicki • Kazimierz Żurek • Adam Krzanowski • Barbara Kwiatkowska-Mott • Elżbieta Gładkowska • Monika Reszko • Katarzyna Załęcka • Małgorzata Zalewska • Marek Mrozowski • Elżbieta Zielińska

INDEX

BUSINESS

8

Market news

28

Millennials: rough diamond of an organization The care for building the involvement of the representatives of the so-called Generation Y has accompanied the managers of service companies for years. Young employees are seen as "a tough nut to crack," and yet they have the potential that can be released and used to achieve business objectives.

30 12

Outsourcing Breakfasts 2016 – how cities attract BSS

Sales Outsourcing as an integrated process to support sales Many studies on Sales Support Outsourcing have already been published. In this article I am going to take a look at the whole outsourcing business process from a demographic and sociological point of view.

40

Summary of 2016: Bydgoszcz as the economic driving force of the Region of Kuyavy and Pomerania Bydgoszcz is the largest economic and educational centre of the Kuyavian-Pomeranian Voivodeship with a 4.9% unemployment rate which is the lowest in the region. The dominant position of the City was confirmed by the World Bank which awarded Bydgoszcz with the first prize in their „Doing Business in Poland 2015” report...

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What will change in Kielce in 2017?

32

Where sales end, Back Office begins

18

It was a great year for S8

What the eyes can't see, the heart can't feel?

Not always. In the case of Back Office it might turn out that although this activity is invisible to the eyes of the end customer, failing to take care of it can cause a lot of pain, and the consequences can be – loss of clients and undermining of the brand image.

34

In what forms can a foreign entrepreneur operate in Poland?

21

People, Process, Place – as indicators of the BSS sector's development Interview with Adam Krzanowski, CEO of the Nowy Styl Group

A foreign entrepreneur is a natural person who doesn’t hold Polish citizenship or a legal person or other entity with a registered office abroad, pursuing economic activity outside the territory of Poland.”

44

The New Opole City growth and new investments

INVESTMENTS

36

Investment news

6

In the second half of December 2016 the budget of the City of Kielce for 2017 years was adopted. A large part of it, nearly 300 million PLN, will be spent on investments.

INDEX

46

62

The favourable climate for investment in Poznań

Permanent employment, contracting or outsourcing: what’s the best way to get IT specialists in Poland?

The year 2016 is going to go down in the Poznań history as the period of stable, sustainable growth. The city attracted investors from different economic sectors. The most noticeable event was the opening of a new Volkswagen plant.

IT specialists are the most sought-after group of employees on the market today, allowing them to dictate terms to employers.

50

Szczecin – a good place for business Szczecin is the richest and most industrialised region of the Westpomeranian Voivodeship. The city lies at the crossing of routes used by all modes of transport.

56

Investment projects in Pomerania in 2016 It’s been another good year for FDI inflows to Pomerania. Tri-City recorded 11 investment projects (9 new ones and 2 reinvestments), which will create over 1,000 new jobs.

CAREER & DEVELOPMENT

52

New "Łódź Fabryczna" Year 2016 was another, very dynamic and successful period of development for Łódź.

The city is changing literally before our eyes and this is happening due to implementation of an adopted strategy and significant investments.

58

HR news

60

Who costs the silence?

– so cross-cultural effects of silence How much would an idea be worth to you, a suggestion, or a point of view of an employee that would rescue a project, product, or perhaps the whole business?

64

Recruitment Ads

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How to manage diversity effectively? 5 years of Capita Poland Interview with Elżbieta Zielińska, HR Director at Capita Polska

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Częstochowa – for citizents, for investors At present, the most important factor that may attract new investors to the city is well educated and ready to work personnel.

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BUSINESS

MARKET NEWS Lithuanian staff at Outokumpu service centre "even better than expected" LITHUANIA 42% performing 5 or more functions.

Companies as diverse as Barclays, Uber, Festo, Outokumpu are all established and expanding.

It is the multi-lingual young local talent that is making this happen. 32% of centers provide services in 6 or more languages, with over 34 languages in all being covered sector wide. Then there is lower than average attrition rates and highly competitive cost to performance ratios to consider.

OutsourcingPortal Romania has launched ROMANIA

Finnish stainless steel producer Outokumpu is aiming high. After a lean period, the company has restructured, and committed itself to ambitious targets. A key component of this new strategy has been consolidating a range of core functions previously spread across many countries in one service centre in Vilnius.

In choosing the site for its centre Outokumpu considered “everywhere between Finland and Germany and a bit further south,” said CFO Christoph de la Camp in a recent interview.

So why Vilnius? It was the “qualified, enthusiastic people able to speak foreign languages” that made the difference.

And results have exceeded expectations. Recruiting first 60 specialists within half a year has been straight forward.

And it has been “pleasantly surprised” by its Lithuanian team, who are “even better than we expected,” says Mr de la Camp.

BULGARIA Launching of new international educational program "Software Engineering", Bachelor’s Degree, focused on education of Ukrainian citizens with Bulgarian origin. It has started in October 2016. Plovdiv Municipality is financing 30 Ukrainian citizens of Bulgarian origin, by paying tuition fees, scholarships and accommodation throughout the whole 4 years period of education in Plovdiv University.

The new specialty is entirely organized to meet the new requirements and needs of the IT industry. Almost all of the leading companies in Plovdiv took part in developing the curriculum. In this regard, the new specialty creates excellent conditions for both relevant student practices in some of the strongest international IT companies in Bulgaria and for a successful career after graduation.

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

The Romanian version of the OutsourcingPortal global platform was officially launched in November 2016 by NNC Services in partnership with Pro Progressio. This initiative aims to support global growth and development of all Romanian players who work in the outsourcing industry or are intersecting with it, based on the model already validated at European level by OutsourcingPortal.

Business services in Lithuania is booming LITHUANIA Business services in Lithuania is booming.

From 2010, the number of companies has more than doubled, with close to 13,000 highly skilled young professionals now calling the sector their home.

"It is the time for Romania to become And with the sector only accounting for a brand on the global outsourcing market 19 and 7 inhabitants per 1,000 employees and NNC Services has committed in Vilnius and Kaunas, there is still plenty to reaching this target. It is the time room for growth. for local players to have a platform for And it’s not just this lack of saturation that education, promotion and collaboration is driving this boom. Take the scope of for them to efficiently grow in international services that the local talent can provide. markets”, says Loredana Niculae, CEO, 87% of centers are multi-functional, with NNC Services.

Outsourcing&More | January – February 2017

BUSINESS

Air Serbia fastest growing regional airline SERBIA Air Serbia is the fastest growing airline in the region, said the mayor of Belgrade and the president of the Supervisory Board of the company, Sinisa Mali, and added that Belgrade was the regional center of the air industry.

Mali said that, thanks to the partnership with Etihad, Air Serbia (formerly JAT) has become the fastest growing company in the region and a driving force of the Serbian economy.

CEO of the Etihad group, James Hogan, said that Belgrade had become the Balkans crossroads of the global air traffic. He pointed out that the company had come to Serbia not to close down jobs, but to maintain them and create new ones, and that the Government of Serbia's position regarding that was clear.

The Nikola Tesla Airport has reported that it served 4,924,664 passengers in 2016, which is 3% more than in 2015.

Source: ekapija.com

LuxNetwork forms a partnership with Datacenter Luxembourg to operate colocation/data center and connectivity activities following the takeover of TLPO LUXEMBOURG

Digitale gardermoen starts cooperation with Tieto FINLAND A collaboration group of Norwegian municipalities (DGI) has selected Tieto as its supplier of a new delivery platform for the six owner municipalities. The main ambition of the agreement is to create the foundation to meet future needs with digitalization of citizen services, streamlining of processes, ensuring round the clock administration and flexible access for citizens. The agreement has a value of approximately MEUR 22 over four years with an option for an additional four years.

Starting in 2017, Tieto will perform ICT operations on behalf of DGI for the municipalities in the region where Norway’s main airport is located. DGI will be responsible for the administration of the new delivery platform. Automation, flexibility and innovation are keywords for succeeding in ensuring a better delivery platform combined with creating userfriendly citizen services.

The second edition of Game of Code will start soon LUXEMBOURG

On November 17, Luxembourg-based LuxNetwork, a company of the French group Nomotech, officially took over the activities of TLPO. Following this takeover, Datacenter Luxembourg and LuxNetwork announced an alliance covering the colocation / data center and connectivity activities.

This alliance strengthens the position and know-how of the two players in the market, consolidates their position on the Luxembourg market and supports their competitiveness at the international level.

Founded in 2012, LuxNetwork has established itself as a true expert in connectivity as well as the digital development of territories and the deployment of wireless networks for broadband Internet broadcasting. Through this takeover and this partnership, the company that has so far emphasized its activities in France, affirms its will to address the Luxembourg market.

Outsourcing&More | January – February 2017

ITOne, in partnership with Docler Holding is proud to announce the second edition of Game of Code at the Geesseknappchen Forum in Luxembourg on March 11th and 12th 2017. For the 1st edition, the Hackathon gathered more than 200 visitors and 35 teams of developers and designers who participated in the two challenges designed by Docler Holding and Digital Lëtzebuerg. The participants and speakers came from all over Europe. The game is simple: 24hrs of coding based on web development, during which the best European developers will compete.

Startup World Cup is coming soon to Luxembourg LUXEMBOURG 8 March 2017 is undoubtedly a red-letter day in the agendas of the Great Region and

Luxembourg’s startups. It will be the D-day of the Startup World Cup, the first event of its kind ever held in Europe.

But most importantly, this exceptional event organized by the famous event creator Farvest, will take place in Luxembourg. This is no coincidence due to the efforts made by the Government of Luxembourg to maintain its reputation as a startup nation and its rapidly developing ecosystem.

Startup World Cup is a global series of conferences and competitions with the goal of bridging startup ecosystems worldwide, and it encourages the most talented entrepreneurs to battle for the prestige of winning the Startup World Cup. 16 regional events are scheduled all over the world, leading up to the Grand Finale in Silicon Valley. Startup World Cup is organized by Fenox Venture Capital, an early stage, Silicon Valley based VC firm.

The March event in Luxembourg represents the European debut of the competition.

The Grand Finale will take place in San Francisco on March 24th, 2017. The winner of the pitching competition will represent Europe and compete alongside 15 other startups from all over the world for a chance to win a U.S. $1,000,000 prize in investment.

PTV Group opens its first branch office in Africa REPUBLIC OF SOUTH AFRICA the PTV Group announces the expansion of its software business on the African continent with its own office. The signs for this were set in 2016 with the successful takeover of Distribution Planning Software International Ltd. (DPS) with an office in Johannesburg, South Africa. In the future, the newly created PTV Africa branch office should boost the software business for planning and optimization of traffic and logistics with local expertise. The German software producer has been successful on its international expansion course for many years. With its own office in Johannesburg, South Africa, the company can now lay the last cornerstone for a global presence on all continents. Customers will profit from greater availability and better customer service.

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BUSINESS

New survey on trade in digital services expected to fill data void SWITZERLAND

Costa Rica, Egypt, India and Thailand are set to test a new method for collecting statistics that would provide governments with key data on trade in services.

Trade in services, worth $4.8 trillion in 2015, nearly doubled over the past decade as new information and communications technologies (ICTs) made it easier to outsource more complex business services, such as marketing and management consulting, and lowered barriers and entry costs, especially for businesses in developing countries.

But current statistical reporting does not make it possible to calculate how much is supplied online and how much is delivered in a more traditional manner, for example, by sending experts to overseas clients.

To fill the data void, UNCTAD is working with the governments of Costa Rica, Egypt, India and Thailand to develop a statistical survey that would capture the true value of their services traded online. The work is financially supported by the Swedish government.

Having met with UNCTAD and other international experts in Geneva earlier this month to start ironing out survey details, the countries expect to start collecting data by April 2017, with preliminary data available before the World Trade Organization's ministerial conference in Buenos Aires in December 2017.

Kinnarps is opening a new showroom

POLAND Kinnarps is opening a new showroom at the ICE Kraków Congress Centre.

The space has been divided into three zones: Lab, NextOffice and Coworking Garden.

The choice of location of the new showroom was dictated by the convenient locality within the city, attractive architecture, and the nature and purpose of the building, which hosts a number of cultural and business events. The official opening took place on 18 January 2017, in the presence of the Ambassador of the Kingdom of Sweden, Ms. Inga Eriksson Fogh, city officials and numerous clients, colleagues and friends of the company.

3. NextOffice – the actual office of the Kinnarps team – an inspiring example of office design in the concept of activitybased working for dynamic companies.

The unique location of the new showroom highlights Kinnarps’ innovative approach to promoting the idea of a modern and friendly working space, and the company’s position as a leader, setting trends in the industry. Instead of having just one typical office and exhibition space, Kinnarps is

VR Warsaw Day 2016 POLAND At the VR Warsaw Day conference Nowy Styl Group was presented newest solution connected with the area of the VR technology – the #OfficeVR application. It allows to provide customers and business partners with completely new quality concerning product presentations.

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present in the ICE Kraków building in three locations with a total area of 243 sq m, each location having a different function and presenting a clear design concept: 1. Coworking Garden – space available for use by visitors to ICE Kraków. The friendly atmosphere of the Coworking Garden will be a welcome respite for congress centre visitors during breaks in conferences, and will improve the functionality and attractiveness of the entire facility.

2. Lab – back-office space, a classic open space.

Outsourcing&More | January – February 2017

Zarząd Fundacji Pro Progressio ma zaszczyt zaprosić

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

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

Data:

Miejsce:

31.01.2017 r. godz. 19:30

Obowiązują stroje wieczorowe.

ORGANIZATOR:

PARTNERZY TYTULARNI:

SPONSORZY:

PARTNERZY:

Centrum Spotkania Kultur Plac Teatralny 1, Lublin

PARTNERZY HONOROWI:

SPONSOR GŁÓWNY:

pl

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Raport roczny, styczeń 2017 / Annual raport, January 2017

BUSINESS

Outsourcing Breakfasts 2016 – how cities attract BSS Left: Marcin Piątkowski, Director of Invest in Pomerania talks about BPO & SSC industry in TriCity.

GDAŃSK

Bottom: Discussion panel about expectations, challanges and opportunities for BSS growth in Pomorskie Region with speakers representing Olivia Business Center, Adecco, Colliers International and Nowy Styl Group.

GDAŃSK

Increasingly, cities all over Poland are welcoming BSS investment with open arms as heads of the existing shared services centres operating from Poland want a platform to share their experiences and discuss their business environment.

To address those needs, Pro Progressio Foundation joined forces with Nowy Styl Group and hosted a series of business breakfasts dubbed “Outsourcing Breakfasts” in 2016. Six separate meetings attended by a total of more than 400 people were aimed to discuss the growth of the BPO and SSC sector on local markets. The breakfasts were held in Gdańsk, Lublin, Poznań, Rzeszów, Wrocław and Warsaw, each time supported by the Partners, who generously shared their expertise. The event Partners were CBRE, Colliers International, JLL, Cushman&Wakefield, Adecco, Randstad, CPL Jobs, HRK, Grafton and Page Personnel.

The Outsourcing Breakfast meetings always followed the same pattern: a panel discussion, discussions with the attending guests and networking, all in the crisp atmosphere of a breakfast. The attendees apparently took to the format and each event attracted wide participation.

Right: Networking session and discussions of Outsourcing Breakfast Tricity delegates.

GDAŃSK

Right: Talks during business networking.

Marcin Łukasik from Unicall talks about Call Contact Center services.

GDAŃSK

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Outsourcing&More | January – February 2017

BUSINESS Left: BSS sector in Lublin presented by Wiktor Doktór, CEO of Pro Progressio.

LUBLIN

Right: Discussion panel concerning opportunities and challanges of BSS and IT industries in Lublin. In the group of experts representatives of Cushman& Wakefield, Comarch, Nowy Styl Group Lublin City Hall and Randstad.

LUBLIN

Left: Local government and business, Jarosław Diatczuk, owner of DataArt talks to PhD Mariusz Sagan from Lublin City Office.

LUBLIN

Above: Michał Wierzbowski - ASSC Orange Polska Director talks about Orange Shared Service Center activities in Lublin.

LUBLIN

Outsourcing&More | January – February 2017

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BUSINESS

Outsourcing Breakfasts 2016 – how cities attract BSS Left: In the discussion panel in Poznań, experts from Colliers International, HRK, Nowy Styl Group and Poznań City Hall were discussing the situation on BSS market.

Whatever the city size, common issues would emerge in the discussion allowing to pin down the trends and challenges on the shared services centre market in Poland, which include:

• access to IT workforce, • access to workforce with fluent German and Dutch, • work in a multigenerational office, • work space arrangement, • work life balance, • robotics and automation, • growing competition in large urban areas, • new directions in international BSS investment.

POZNAŃ

Bottom: Full room as usual.

Poznań Outsourcing Breakfast delegates representing local government, Real Estate industry, HR and BSS companies.

POZNAŃ

Left: Questions coming from the audience are usual part of the business breakfasts.

This time, availability of employees was the main topic of the discussions.

POZNAŃ

Right: The most important part of Pro Progressio meetings.

Exchange of business cards and building new business relations.

POZNAŃ

Left: Pro Progressio looks for typical and also unusual locations for the business breakfasts.

In Rzeszów meeting took place in new building SkyRes Warszawska built

by DevelopRes – the first and so far the only one A class building in the biggest city in Podkarpacie Region.

Left: All-in-one, the most important information concerning Rzeszów BPO industry described in one brochure prepared specially for the Rzeszów Outsourcing Breakfast.

RZESZÓW

RZESZÓW

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Outsourcing&More | January – February 2017

BUSINESS Left: One of the main goals for Pro Progressio is knowledge sharing.

This time leadership and management books went to the representative of PwC. RZESZÓW

Right: Meeting delegates had a chance to visit new office spaces at SkyRes Warszawska, which were under constructions for one of the BSS companies.

RZESZÓW

Right: Warsaw BPO and SSC market was discussed by representatives of Page Personnel, CBRE, Invest in Poland Agency and Nowy Styl Group.

WARSAW

Left: – HR and Real Estate – two topics always present during discussion pannels. In Warsaw Wojtek Bartz from Page Personnel and Joanna Mroczek from CBRE shared their know-how and experience.

WARSAW

Right: During Warsaw Business Breakfast the delegates ha dan opportunity to try Virtual Reality presented by Nowy Styl Group.

WARSAW

Outsourcing&More | January – February 2017

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BUSINESS

Outsourcing Breakfasts 2016 – how cities attract BSS

Right: Students of American Dartmouth College were the special guests of Warsaw Outsourcing Breakfast. Students were visiting Poland to get familiar with local BPO industry.

Right: The office and its ergonomy are one of the subjects beeing discussed during the Outsourcing Breakfasts. Nowy Styl Group has shared their best experiences from projects prepared for BPO and SSC tenants.

WARSAW

WROCLAW

Left: Wrocław is one of the biggest locations for BSS companies in Poland. The local services market has been discussed by representatives of ARAW, Luxoft, Nowy Styl Group, Grafton and CBRE. WROCLAW

Left: Networking and new business contacts.

Also in Wrocław this part of Business Breakfast was very popular and took a long time.

WROCLAW

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Outsourcing&More | January – February 2017

BUSINESS

IT WAS A GREAT YEAR FOR S8

If we were to summarize the development of Call Contact Center industry in Poland, based on the annual Ball organized by the S8 company, we could say, that this industry has ended the bad times period and found the way to move forward very dynamically.

For the second time already, S8 has organized the Ball, where together with its employees, business partners and clients, the company has summarized last 12 month of operations. S8 has also presented plans for the next growth and created a great party atmosphere during the evening.

In great rooms of Luxury Hotel Residency in Piekary Śląskie, 300 of guests have been celebrating another great year of S8 operations activities. During the evening new group of S8 employees have been awarded with S8 Stars Awards. The Ball was full of music, food and artistic performances and the main music star of the evening was Michał Wiśniewski and Ich Troje Band.

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Above: S8 Stars winners during the awards ceremony.

Right: Krzysztof Wróbel, CEO of S8 and Wiktor Doktór, CEO of Pro Progressio.

Outsourcing&More | January – February 2017

BUSINESS Left: S8 Manamagment Team during awards ceremony: Anna Różańska Krzysztof Wróbel Paulina Gaca-Tutka Dawid Pośpiech Damian Jamruszka Dawid Pałka.

Right: Dawid Pałka – Sales and Marketing Director.

Bottom: Michał Wiśniewski and Ich Troje concert.

Bottom: The artistic part of the Gala included the performance of one of the winners of "Got Talent" reality show.

Outsourcing&More | January – February 2017

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BUSINESS

Interview with Adam Krzanowski, CEO of the Nowy Styl Group

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Outsourcing&More | January – February 2017

BUSINESS

People, Process, Place – as indicators of the BSS sector's development Outsourcing&More: We live in a world that is constantly developing. The business services sector and its direct business environment are evolving too. Among all these changes, we can observe some factors that are always present and on which the biggest number of modernisations are concentrated. These are people, processes and places where work is performed. How, in Your opinion, do these three areas influence the development of the BSS sector?

Adam Krzanowski: People, processes and places are the main elements of every organisation, especially when it comes to companies that offer modern business services. Human capital is the most important resource of the service business – it is people who realise certain processes which underlie the business activity of BSS companies. The third, equally important element is a place that stands for an effective workplace which is supposed to support employees in carrying out business processes.

The above mentioned areas are mutually related – a change of one has a direct influence on the others.

simple services within the areas of call centre and accounting, more complex and more challenging processes are coming to Poland. The Polish sector is professionalising, followed by automation or transfer of the simplest tasks to cheaper locations. Moreover, automation of the simplest processes causes a change in the nature and style of working among employees in this sector. It is due to the fact that we are less likely to deal with individual work at a desk. Nowadays, complexity of tasks requires teamwork, information exchange, cooperation and consultation.

The change of work style also causes changes in an office space.

However, we should not forget about people – better qualified and experienced employees are needed to perform more advanced tasks.

In the current situation on the labour market, these employees have a good negotiating position, so they expect something more than just satisfactory remuneration from an employer.

O&M: Let's come back to the aspect of people for a while. We have Development of the BSS sector shows a few interesting subjects worth that after years of providing relatively mentioning. On one hand, there are several generations – in offices we can meet representatives of the generations Baby Boomers, X, Y, as well as the youngest employees from the generation Z. At the same time, the market witnesses a shortage of employees and a fight for a good staff.

On the other hand, openness to labour migrations, both international and domestic, is increasing. What are the aspects employees pay attention to nowadays? What should an employer do to attract employees and keep them in their company?

AK: The current situation is highly interesting – there are four different

Outsourcing&More | January – February 2017

generations that meet together in one office. Each of them identifies with different values, has different needs and shows different habits connected with the style of working. Reconciling all these expectations, which are often contradictory, is one of the biggest challenges an employer has to face. However, I think that it is possible to design an office that will meet all the needs of different generations. In our everyday work with clients from the BSS market, we deal with this challenge.

Our team responsible for an office arrangement project, which consists of experts in the fields of sociology, organisational psychology and interior design, conducts research on the current office space and the character of a particular company. Then, on the basis of observations, questionnaires and interviews, the team compiles a report that analyses the work style and needs of a given organisation. The report acts as a guideline for creating an arrangement project of a "tailor-made" office that would support different generations of employees in performing their work.

In my opinion, particularly interesting generations are the generations Y and Z that will soon make up the majority of employees. They are characterised by completely different values than older generations. In their lives, work has significantly smaller importance since it is not an end in itself. They do not need a desk to perform their tasks – Millennials are often seen working at a laptop in fashionable cafes. Creating an ideal office for such demanding and conscious users is quite a challenge. Preparing a unique project of a "tailor-made" office adjusted to an organisation and its people can ensure an office space will support a company in attracting and keeping employees.

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BUSINESS

Coming back to the needs – every generation has different expectations, however we can observe visible tendencies to create zonal offices.

According to research, 87% of employees from the BSS sector expect this kind of flexible office. You might wonder what exactly a flexible office means.

It is a place adjusted to users that offers working zones which support them in performing activities undertaken by an organisation. Apart from office flexibility, there is also workplace flexibility. Due to the fact that employees' expectations concerning well-being and ergonomics are growing, desks with height adjustment that allow users to work in a standing or sitting position are slowly becoming a standard. Such solutions are of great interest – we predict that the majority of employees from the BSS sector, besides an ergonomic chair with multi-dimensional adjustment, will soon have a sit-stand desk.

People's awareness of what a modern office should look like is increasing. At the same time, employees' expectations concerning an office space are growing.

And it not only comes down to a sense of aesthetics. Thanks to an effective office employees work better, are more productive and do not experience concentration problems. Our partners often say that an effective office helps them focus on their work and not on the surrounding noise and the problems connected with finding a proper place for holding a meeting or performing conceptual work.

Moreover, in order to meet employees' needs, companies often offer a benefit policy. The benefits, however, should not be associated only with a sports card, but they should have a real influence on employees' job satisfaction. I truly believe that a well designed office can guarantee this kind of satisfaction.

O&M: Let's take a closer look at workplaces. In the past – managerial offices, later – bloom of open spaces, then – combination of these two, 360-type offices, co-working, work from home or another form of working. What is the best solution in the BSS sector nowadays? What else can we expect and what do employers and employees pay the

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Outsourcing&More | January – February 2017

BUSINESS

greatest attention to when it comes to a workplace?

AK: Looking at a current working area in the BSS sector, we can see that the open space concept is dominant. However, according to research, it is not the most effective type of space. In the open space arrangement, there are often problems with noise, a lack of privacy and the possibility to concentrate. Luckily, more and more companies perceive an office as an investment and use modern and more effective office arrangement patterns, such as a zonal office or an office based on the Activity Based Working concept. Such places are more employee-friendly since they use the best elements of the open space, which means free information exchange, better communication and space optimisation.

On the other hand, they offer something more – they provide employees with activity zones where they are able to perform a particular type of tasks. Thanks to a division of an office into communication, concentration and administration zones, as well as an entrance zone and a social zone,

employees do not disturb each other in carrying out their duties. Attractively arranged social spaces where employees can relax and spend a break with colleagues raise the morale of a team.

It has been proven that informal meetings over a cup of coffee are more effective than traditional ones held in conference rooms. Work performed with people we know and like is more pleasant and more effective.

In recent years, in order to meet employees' needs, employers have been ensuring the possibility to perform some work outside an office. This allows for applying the idea of desk-sharing.

Sitting monotonously at a desk for 8 hours is tiring and boring. Why cannot an employee look for inspiration when sitting on a comfortable pouf, write a report in a separate room where they are not bothered by their colleagues having conversations, or organise a brainstorming session in a place full of inspirational colours and equipped with a wall covered with a special paint for writing on with chalk? According to the idea of desk-sharing, it is not only about

Outsourcing&More | January – February 2017

limiting the number of desks, e.g. 7 desks per 10 employees, but it is about creating alternative workplaces. It is important to make sure employees do not perceive this change as being deprived of their desk, but rather as being given a greater space and new workplaces along with the possibility to choose where and how they will fulfil their professional duties every day.

Let's think about how we work from home. We prepare an important project usually sitting at a desk; we look through trade magazines sitting on a sofa or in an armchair; we consider an idea in silence, adopting the most comfortable position.

Contemporary concepts promote this work style also in an office. In the past we used to do everything at a desk – we held telephone conversations, wrote emails, looked through important documents, and came up with new ideas. Today, places are designed so that they ensure optimal conditions for performing different tasks; a desk is no longer multifunctional as it used to be. Taking desks away motivates employees to look for new workplaces, often more

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BUSINESS

comfortable ones. This is also an element of flexibility which is being introduced into a work environment – an employee's workplace is no longer their own desk, but the whole office space.

3 elements – it concentrates on people and processes they realise in different places, ensuring an increase in efficiency.

In our everyday work with clients from the BSS sector, the 3P concept facilitates the process of changing an office taking O&M: People, Process and Place – into account its 3 main elements. these are the catchwords that are strengthening the Nowy Styl Group's Employees are the most precious position in the BSS market. Why did capital of companies from the BSS You decide to choose these words? sector, therefore all pro-employee And what else, in Your opinion, is activities guarantee an organisation's important for companies from the BSS development. In such a dynamic sector, sector in order to develop quickly and a very important aspect is the ability steadily both in Poland and abroad? to attract and keep employees inside AK: For us, an office is a place where an organisation. Companies perceive people realise their business processes. the need to create the image of an ideal A comprehensive project of a good employer and one of the employer office is an optimal combination of these branding tools can be an office. This

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aspect is par ticularly impor tant for the generation of Millennials.

Representatives of the generation Y pay great attention to the image of a company and rely on their friends' opinions. Aspects, such as for whom they work, whether their employer ensures proper conditions for performing tasks or whether their organisation operates in a modern and flexible way are essential for them. Thanks to an effective and efficient work environment, employees are satisfied with their work. They are also more loyal, talk about their employer with pride and work for their own and their company's success.

O&M: At the end, I have a question about trends. We are just at the

Outsourcing&More | January – February 2017

BUSINESS

COMMENTS OF THE EXPERTS: Krystian Bestry, President & CEO Adaptive SAG The BSS industry is focused on the realization of business processes for its clients. Centralized approach to the processes and high expectations of final customers have significant demand for continuous improvements. The work environment, and especially the office and its furnishings have become the important elements who have impact on the effectiveness of operation processes, and the modern and multi-activity workplace organization and use of ergonomic solutions are the differentiators of the BSS companies process maturity.

Krzysztof Misiak, Partner, Head of Regional Cities, Cushman & Wakefield Most tenants prefer to remain where they are. Businesses deciding to move tend to be driven by several factors; these include the need to expand beyond their current locations, the desire to bring down office leasing costs, including rent, service charges and fit-out expenses, improved road and transport infrastructure, availability of services in an office building and its vicinity, and the desire to create a better working environment.

A critical developer perspective on how an office building can help tenants achieve their corporate objectives is the most important factor. This generally comes down to both quality aspects such as architectural solutions for the façade, common areas, and green or recreational zones near the building, and technical matters such as ventilation and air-conditioning systems in addition to energy security. Flexible office expansion and contraction options are also important to tenants, particularly in the case of leases made for more than five years, which are becoming common on the market. In addition, what is also important to tenants is a developer's realistic approach to a project budget (namely planning acceptable rental levels for service operators) making it possible to broaden an offering of services to employees of a building or project.

beginning of the New Year 2017 – how, in your opinion, will the BSS sector be developing through the next 12 months? Is there something that may surprise the market or cause a fundamental change in relation to what we already know?

AK: When observing the BSS sector, we can see a tendency to automate the simplest processes or transfer them to cheaper locations. The Polish sector seems to be ready for specialisation and professionalization. Looking at our clients' activity profiles, we can notice that there are more and more IT and R&D centres, as well as centres that deal with advanced accounting and financial processes which have greater

requirements for their employees' qualifications. Such companies look for the best employees, so the biggest challenges for them will be soon the recruitment process and the process of keeping talented employees. Along with an increase in remuneration, employees' expectations and requirements towards an employer, including those connected with a workplace, are also growing. One of the biggest challenges our clients from the BSS sector will have to face in the next 12 months will be a fight for flexibility and the best employees in the market. I am glad because I see an increase in people's awareness of the fact that an office can be a weapon in this battle. •

Outsourcing&More | January – February 2017

Michał Tarnowski, Regional Manager Randstad Professionals Well educated candidates, who fluently speak in foreign languages are the foundation of the business services sector. The BSS sector employs more than 200,000 people, and for a long time is characterized by double-digit growth rate.

Employers in this sector make up a very attractive ecosystem, enabling the development of skills and careers in the international business environment – without the need for "moving out of the house", ie. the relocation to another country or another city.

BSS centers attract people who are looking for high standards of work, understood in context: tasks performed, relations of team members with their superiors and the physical place of work, which is usually located on a modern class A office space and furnished in an attractive and ergonomic way.

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2016 Outsourcing Stars

A

lready for the third time, Pro Progressio Foundation held the Outsourcing Stars competition. Following the previous years’ tradition, the contestants

competed in 12 categories recognising the fastest growing

organisations of 2016. The competition looked at factors that objectively show business growth such as the growth ratios of the operating business or the job creation rate. An analysis of the sector growth momentum, based on the data entered, confirms that outsourcing and modern business services are still on the rise.

Laureates:

Documents Archiving

Developer

Finance, Accounting, Payroll

www.outsourcingstars.pl/en

BPO

HR / Body Leasing

City

Call/ Contact Center

Car Fleet Management

HR / Recruitment

IT Contracting

Sales Force Outsourcing

Real Estate Agency

BUSINESS

Millennials: rough diamond of an organization The care for building the involvement of the representatives of the so-called Generation Y has accompanied the managers of service companies for years. Young employees are seen as "a tough nut to crack," and yet they have the potential that can be released and used to achieve business objectives. How to use the expectations and opportunities of "Gen Y" representatives to push the organization to a completely new direction?

Personal development

Feedback

Interesting tasks

Cooperation in a team

Appreciation

Improvements

Transparency

Sense of impact

Figure: Diamond 8 Millennials' Needs

The challenges associated with the needs of the so-called Generation Y, i.e. persons born in 1980s and 1990s (also called Millennials), have been giving managers and employers sleepless nights for some time now. "Gen Y" in Poland means about 11 million people, which is roughly a half of the population of productive age.

Many of them are already working in the SSC and BPO sector, and some younger ones still study – and they will soon begin their work in the sector. There are many reports and studies on the Millennials'

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approach to work, providing managers with special recommendations. We decided to have a look at them.

Firstly, we selected 12 key studies on the expectations of the generation, carried out in the last 5 years by consulting and head hunting companies and research agencies*. We created a list of the most frequently mentioned needs of Generation Y. In Table we listed them in two columns. In the first one we included those that are important

for this generation, increase their involvement, but do not directly add value to employers. In the second column we listed the expectations which, when used properly, may be translated directly into the improvement of the organization's efficiency, and thus into the accomplishment of business objectives. The first group of needs (left column) is important from the point of view of building the involvement of "Gen Y", and often considered as crucial in reports and studies. However, we look at the issue differently. We believe that although the first group expectations should not be neglected, the greatest potential lies in the second group. You just need to find the key of how to respond to those expectations consistently and comprehensively.

Outsourcing&More | January – February 2017

BUSINESS Meta-analysis of 12 studies – Millennials' needs: Millennials' needs that do not directly add value to employers: • • • • • • • • •

Emphasis on work-life balance Flexible working hours and place of work Socially responsible employer, driven by values Adequate remuneration and benefits Need for stable employment Desire for quick promotion Willingness to work abroad, in multiple locations No attachment to one employer Emphasis on online contact instead of "face to face" contact • Casual clothes at work • Working in a modern office

Millennials' needs which, when fulfilled properly, may add value to employers: • • • • •

Transparent, fair work environment Emphasis on relationships, teamwork Emphasis on personal development, learning Need for feedback Need for a sense of the impact of the effects of the team of the company • Desire to perform interesting, varied tasks • Desire to improve work environment • Desire to be appreciated, valued

4Results team and used in dozens of organizations may be of help, as it increases the efficiencyof operational teams in service centres. It is based directly on the use of the twokey forces of the Diamond's "hard core" described.

The first one is to ensuretransparency through permanent, implem-ented on an ongoing basis measurement of the work of the entire team, providing comprehensive and accurate picture of what the effects of tasks are and, at the same time, what the problems and their sources are. The other one consists in appropriately implemented team habits, such as e.g. daily and weekly meetings, which make it possible to conduct a common review of the work measurement conducted and The eight needs, interconnected in draw conclusions. thatway, create a certain pattern. We called it a Diamond of Millennials' Needs We called this method Positive Producti(Figure). It consists of a "hard core", i.e. vity®. It responds directly to the 8 Needs the needs of transparency and teamwork. of the Diamond by building sustainable Those two, well developed, translate culture of continuous improvement. into an appropriate answer to all the Complete transparency of the process other six expectations. In the scheme we and tasks performed shows a number presented it in such a way that the hard of cases of waste, which, the team is core is in contact with all the other needs. able to eliminate through systematic At the same time, the expectations in work, focusing on the identification each of the two "threes" are strongly and removal of the root causes of correlated with each other – the need problems. In that way we satisfy the for improvements may be addressed need for improvements. In addition, by interesting optimization tasks and suitably programmed optimization contribute to personal development. work responds to the need of the The provision of appropriate feedback, Gen Y representatives consisting in in turn, translates into meeting the need the preference for interesting, diverse of having an impact on the reality and tasks that go beyond the daily routine. being appreciated.

It also allows the acquisition of many new skills – thus it translates into the personal development of employees.

HOW TO RESPOND TO THE 8 NEEDS OF GEN Y

Let us describe those needs briefly. The first one is transparency in the working environment. People representing Gen Y expect transparency and fair assessment in work life, in which their true achievements are taken into account. At the same time they want to build relationships in the team and anticipate collaboration with other employees. What is more, Millennials want to improve their working environment, get interesting and varied tasks, and, simultaneously, take care of their personal development and learn.

On the other hand, they want to have a sense of impact, receive constant feedback and feel appreciated.

the implemented improvements is a response to the need to influence the employees' reality. It is directly connected with constant (daily, weekly) feedback delivered to the Gen Y representatives.

What is more, together with the progress and achievement of results, it is reflected in the appreciation and valuing of young employees who feel satisfaction for the improvements they implemented in the working environment.

CUTTING THE DIAMOND

We are convinced that the "Gen Y" representatives are a kind of treasure, a diamond in the organization.

Unfort-unately, often the needs we have described are ignored when thinkingabout Millennials, or there is no coherent approach taken that would respond to them. The truth is that behind those needs there is the potential which, when freed, significantly helps in achieving company's business goals.

It can be used well – the diamond can be "cut" properly – using the Positive Productivity® method. •

*Expanded version of the article with a list of sources and description of the Positive Productivity® method can be found at: www. positiveproductivity.eu

EXPECTATIONS

How to use this potential? The SSC/ Simultaneously, transparency expressed Krzysztof Pimpicki BPO approach, developed by the in the measurement of the effects of Partner in 4Results Outsourcing&More | January – February 2017

Kazimierz Żurek Manager in 4Results

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Sales Outsourcing as an integrated process to support sales Many studies on Sales Support Outsourcing have already been published.

In this article I am going to take a look at the whole outsourcing business process from a demographic and sociological point of view.

Companies that outsource processes to support B2B sales are built mainly by Millennial generation (the Millennials).

Our everyday reality is created by consumption model of Generation Y. This generation lives in conditions of global village and maintains relationships around the world by communicating through Internet. The Millennials pay more importance to the quality of life than to possessions.

Different from the previous one life philosophy of decision-makers and new customer expectations in a dynamically changing market env ironm ent re quire continual improvement of the quality of products and services. It implies the need of creating number of technological innovations, expanding generic products, introducing augmented or niche products, and results in changing business landscape. Both Generation Y and other consumers want to receive

30

a product tailored to their quality of life. It seems obvious that changing reality also affects new models of consumption. These models dynamically influence the expansion of markets for existing products and imply continuous improvement of product functionality as well as introduction of innovations.

New patterns of consumption and change of conduct make open formulas of B2B sales outsourcing become a completely different challenge faced by outsourcing experts.

Sales outsourcing for companies using sales support means leaving the control of one of the most important company departments – sales, to the third parties and may appear to be difficult, especially since sales managers are responsible for the settlement of sales performance.

But we should ask whether by losing control of sales process we do not choose the lesser evil.

When sales outsourcing is especially important? Is it possible to buy sales experience?

BUSINESS EXPERIENCE IN NEW MARKETS

Despite these concerns, there are many business and operational benefits of sales outsourcing. For example, companies with large, geographically dispersed markets can gain additional benefits by involving vendors through outsourcing partnerships to take advantage of knowledge of regional needs and expectations of customers.

BUSINESS EXPERIENCE WITH NEW PRODUCTS

On the other hand, the fourth industrial revolution does not support the control of companies using outsourcing.

New quality expectations increase the rate of creating new improved versions of products. Intelligent accessories as technological innovations give place

Outsourcing&More | January – February 2017

BUSINESS to necessity. But after a while, digital news is accepted and becomes a widely used technology. Such circumstances cause a dilemma as to adapt to the rapid changes in the market – new competencies of the vendors. As we have noticed, technological revolution has become a driver of changes by the rate of introduction of new products on the market, but the rate of change of sales techniques is not progressing as quickly. It is difficult to say that sales improvements are revolutionary fast and effective. This requires launching additional resources for training on product changes in terms of both own and competitive products in a constantly changing market conditions. While Product Development Departments, leading to product improvements, have already become a standard in companies, the activities of sales still are not modernized on a similar scale.

BUSINESS EXPERIENCE IN THE DEVELOPMENT OF NEW PRODUCTS AND INVOLVING CUSTOMER AS AN ADVISOR

Sales outsourcing facilitates the implementation of projects which treat the sale as an element of a broader process of information management.

Before the client appears in the POS, he crosses already half of the purchasing process -> (Attention – Interest) and if the sales force succeeds in involving the client in the process of creating value in the form of recommendation of the most interesting features of product for him -> (Desire), further process of purchasing leads to the finale in the form of transaction tailored to his needs -> (Action). This plays an important role in the terms of new customer expectations as well as consulting with clients the validity of the introduction of product changes, and results is Loyalty or Satisfaction. Such a model of customer behavior is described with acronyms AIDAL or AIDAS. Sales Outsourcing Companies by above developed design thinking offer support at a higher level of quality.

In this approach the most important is a two-way information where the satisfaction of final customer is the immediate goal of outsourcing process, providing the company ordering sales outsourcing with access to modern technology and know-how of experts of the outsourcing provider which means offering an integrated process to support sales. • Outsourcing&More | January – February 2017

Barbara Kwiatkowska-Mott Head of Communications & PR

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WHERE SALES END, BACK OFFICE BEGINS What the eyes can't see, the heart can't feel? Not always. In the case of Back Office it might turn out that although this activity is invisible to the eyes of the end customer, failing to take care of it can cause a lot of pain, and the consequences can be – loss of clients and undermining of the brand image.

"Back Office is a source of confirmed information about why the customer, despite at first declaring an interest in using our products, finally resigns from them."

BACK OFFICE – WHAT'S HAPPENING "BEHIND THE SCENES"

As a general concept, back office processes include activities connected with the correct functioning of the company, among others, accountingfinancial services, legal department, IT, HR. Although these activities are not so as important as controlling activities nowadays, they are important to ensuring effective and high quality customer service, which leads straight to customer loyalty. There can therefore be no doubt that what happens "behind the scenes" of every company is of great importance.

Just such an important role is played

by Back Office activities in the contact center industry. Although here, the name signifies a different area of activities – taking care of how the process goes, to make sure that a client is happy with his/her new product. Even if he/she is unaware that this is the way their order works. In the general understanding of customer service it is just as important how the product is sold, as what happens with the call afterwards. Call Center Inter Galactica has been undertaking back office services since 2009. Years of experience and results analysis from completed campaigns show that only a well running team responsible for the back office activities, allow the full potential of orders to be reached along with the maximum financial benefits.

What does this mean in practice? Taking care of every stage of the process, so that the client can receive his order as quickly as possible and not want to return it.

so that the order can be fulfilled.

If so, they add the order to the system and supervise its effective completion.

If some data is missing, they contact the client at once to complete it. They try to complete the order as fast as possible and similarly, if there is a problem such as a lack of a product or any other reason which makes it impossible to complete the order, they contact the client and find the best solution for them, e.g. choosing a similar product. This contact makes a lot of difference to the completion of the order. The client appreciates that the company reacts quickly to his issue and even if there is a complication, they are prepared to and want to solve the problem.

ACTION – COMPLAINTS

Although companies focus above all on sales and gaining customers, they should not forget about the important area of communication that is making complaints and sending products back. A pro-customer attitude and fast reactions to change, allow workers to effectively undertake questions connected with these issues. You see, there is a lot of truth in the old saying that “a friend in need is a friend indeed”.

The way in which complaints, renouncing of products and refunds are handled, certainly influences a customer's opinion about a brand. In the case of a product being sent back, Back Office department contacts the customer, asking about the reasons why the product was not suitable. This is an opportunity to try to solve the customer's issues in order to decide finally whether or not they want to take advantage of the product.

The Back Office workers at CCIG are the first line of defense to verify if CCIG Back Office activities are focused the data gained in the telephone not only on the verification of whether sales process is correct and complete or not data is correct in contracts and

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Outsourcing&More | January – February 2017

BUSINESS adding them to the business partner's system, but also with complaints and returned products. This department also successfully undertakes so called "soft" vindication actions if, when the contract is verified there are debts in payments for other services. Consultants undertaking these kind of calls, are specialists in this kind of customer service. That’s why, they undertake the conversation sympathetically, calmy and politely, but also firmly. Such contact is so effective that in many cases the debts are repaid completely. What's more, the customer appreciates this kind of debt collection. They realise they have debts, yet it is also important for them to have individual treatment of their case and a conversation with a professional who explains to them the possible ways of solving their problem.

SPECIAL MISSION: ANALYSIS AND EDUCATION

We need to realise that an effective Back Office system is important not only because of its impact on the company's brand. Back Office is a source of confirmed information about why the customer, despite at first declaring an interest in using our products, finally resigns from them. Thanks to analysis of the reasons giving for resigning, we know which area needs to be addressed – is it at the sales level, or perhaps the courier company should be changed because the products are arriving in bad condition?

Back Office also allows us to save and optimize the salesmen's time, as they don't have to worry if everything is ok with the order they have gained – they can focus on the next transaction.

Data collected and analyzed by Back Office allows the competencies of the sales team to be increased. Analysis shows which area in the sales team's training should be strengthened and which should be refreshed or changed. Having this knowledge, we can quickly improve the service level and the team's motivation.

The knowledge of the Back Office workers is an underappreciated help for the salesmen too. The role of feedback in their job is incredibly important, especially as far as indirect contact is concerned, when the client is not seen and they can not read their body language (let's remember that non verbal communication accounts for even 70% of communication). Also the salesman are not always able to „catch”

the moment when a customer begins to have doubts. When they are directly involved in the conversation with the customer, they may also not notice mistakes which mean that in the end the consumer, despite having a positive opinion of the consultant on the whole, decides against buying the product.

Feedback from Back Office such as: "the Customer says they did not understand which documents they needed to prepare to effectively complete the transaction” allows the sales team to react immediately, in order to avoid the sale falling through when the order is completed. When the salesman knows what is the reason, he doesn't lose time checking in which part of the conversation he made a mistake, which in turn improves the comfort of their task, because it reduces the frustration caused by an incomplete transaction.

THE IMPORTANT THINGS ARE OFTEN INVISIBLE

Although at first sight sales back office processes are invisible for the customer, there can be no doubt that they impact to a great extent on sales success.

Unfortunately, due to economic reasons, a lack of workers, sometimes a lack of knowledge, companies often don’t have a separate department which specializes in "back" sales. A solution is the decision to outsource back office services. This decision can be preempted by worries about data protection. It is worth confronting this with the losses that are caused by lower quality aftersales service and a lack of analysis of the salesmen – in the long run these can become painfully apparent.

Especially in times of a saturated market (no matter which industry) and the higher awareness of customers’ expectations as far as service is concerned.

of monitoring the way in which the service is carried out. The conversations are recorded, the Back Office Manager completes reports and analysis which sales benefit from, but which are also material for the business partner, allowing him to "keep his finger on the pulse". Each project also has its own supervisor, who is in constant contact with the business partner. The supervisor registers all the events in the process, suggests solutions, draws attention to areas which need to be strengthened.

An undeniable advantage of outsourcing Back Office, which most business partners pay attention to, is the flexibility of staffing selection of the team of advisors. CCIG’s business partner doesn’t need to worry about whether his customers will have to wait for an answer or for a contract to be completed, even in the case of heavy call traffic. If the situation occurs, team increases the amount of advisors or extends the number of work hours in order to keep the solution of issues notified to Back Office to that previously agreed with the business partner, e.g. in the case of adding contracts to the system, each of them is added to the business partner’s system usually the same day when they were recorded. All this in order that the end client can quickly and completely satisfactorily use the business partner’s services.

TASK WITH AN ASTERISK

Finally, we have a suggestion – try for a moment to look at your customer service process through the customers’ eyes. But not only at what happens at the moment of contact with the salesman, but also later – whilst they wait for the parcel of service. And during any possible complaints procedure. Are the processes intuitive? If there is a problem Such worries can be put at ease by with installation or a need to ask contact with an experienced service technical questions, is the information provider, who can present in which ways easily available? data is protected and who can propose a contract which can bring comfort Think about what you can change to both sides. In outsourcing, experience to make things better. It is not an easy is a key factor because years of running task, but it is important because our back office processes for other clients, client is not only our client at the first allow effective solutions to be found, moment of contact with our brand and which can easily be adapted for other its representatives. Sales is the moment clients. when we begin an opportunity to have a loyal client for life. However, whether or If the decision about outsourcing back not that happens depends on how they office processes is being blocked by remember the whole sales process. worries about the quality of the service And in this is it as in life – it is important offered, it is important to remember that how we begin but it is equally important the business partner has the possibility how we finish. •

Outsourcing&More | January – February 2017

Elżbieta Gładkowska Senior Communications Specialist CCIG

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In what forms can a foreign entrepreneur operate in Poland?

A foreign entrepreneur is a natural person who doesn’t hold Polish citizenship or a legal person or other entity with a registered office abroad, pursuing economic activity outside the territory of Poland. They may perform economic activity in certain forms providing they meet the requirements specified in the Act of 2 July 2004 on freedom of economic activity (I.e. Journal of Laws of 2016, item 1829), hereinafter referred to as “f.o.e.a.”.

A foreign entrepreneur may directly pursue economic activity only in one of two forms specified in f.o.e.a.

A foreign company may operate in Poland as a branch or agency. A foreign entrepreneur is free to choose the form and it depends on the scope to which he or she would like to pursue economic activity in Poland. It’s advisable to examine the advantages and disadvantages of each form of economic activity before selecting one.

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

A branch of a foreign entrepreneur allows for a wider scope than an agency, however, it still comes with certain limitations. First and foremost, a foreign entrepreneur may only perform an activity in the Polish territory that duplicates the subject of the foreign company. Hence, a branch is often referred to as the “secondary enterprise”.

The conclusion is simple – if a foreign entrepreneur would like to expand his operation or change its scope, he’ll have to start with the appropriate procedures in the country of seat. On the other hand, there is no issue with the scope of activity of the branch being less extensive than that of the main enterprise.

is left entirely to an entrepreneur’s judgement. The strictest formalism in the case of forming a branch is the requirement to enter it in the registry of entrepreneurs subject to the National Court Register. The formal aspects of entry into the registry are regulated by a separate Act of 20 August 1997 on National Court Register (Journal of Laws of 2016, item 687, 996) – hereinafter NCR. Additional requirements, however, are listed in Article 89 of f.o.e.a. Under this provision, an entrepreneur from outside Poland shall provide details of the person authorized to their representation within the branch, a specimen of their signature (certified by a notary) and strictly defined documents – the instrument of constitution, the company statutes, entry in foreign registries (if applicable). Only after securing a relevant entry into the registry may a foreign entrepreneur operate legally in Poland.

Once the registration in the NCR is finalized, a foreign entrepreneur is obliged to clearly identify that on the Polish market he operates through his branch. In practice this means that an entrepreneur uses his original name Forming a branch in Poland requires together with the Polish translation completing a number of formalities. of the company’s legal form and an First of all, a foreign entrepreneur additional phrase “branch in Poland”. must indicate an authorized person Furthermore, as far as his Polish branch who would represent him within goes, a foreign entrepreneur is required the established Polish branch of the to conduct accounting in the Polish company. The provisions of f.o.e.a. don’t language in compliance with the Polish specify any particular requirements law, and it must be separate from the such a person should meet – the choice accounting of the main company.

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Outsourcing&More | January – February 2017

BUSINESS

"Forming a branch in Poland requires completing a number of formalities. First of all, a foreign entrepreneur must indicate an authorized person who would represent him within the established Polish branch of the company. "

It should be mentioned that if a significant change occurs to the foreign company’s circumstances (e.g. the commencement of liquidation or losing the right to pursue activity in the home country), a foreign entrepreneur is required to notify the relevant Polish Minister of Economy in a short, 14-day period.

The f.o.e.a. provisions contain legal means should a foreign entrepreneur transgress against the Polish legal order and the interests of the Republic of Poland. A flagrant infringement of the Polish law, negligence of informational duties towards relevant organs as well as endangering the safety, defense, and confidentiality of undisclosed information or another important public interest will result in a relevant Economy Minister issuing a decision to prohibit activities, which essentially prevents a foreign entrepreneur from operation in the Polish economy.

Another form of a foreign entrepreneur’s activity in Poland is an agency. Similarly, a foreign entrepreneur is required to be entered in a relevant registry. The socalled agency registry is kept by the relevant Polish Minister of Economy.

The entry in the registry is confirmed by a relevant certificate. An agency differs from a branch in that the activity of a branch in the territory of Poland may be conducted in a significantly narrower scope than it is in the case of a branch. While a branch’s activity constitutes a duplication of what an entrepreneur is doing abroad, a branch may only operate for an entrepreneur’s advertising and promotional purposes.

Naturally, the intended advertising and promotion may only refer to the subject of the activity actually performed by a foreign entrepreneur. The duties of an entrepreneur who is operating in the form of an agency are identical to those in the case of a branch, and so are the grounds for issuing a decision regarding a ban on activities.

This summar y only outlines the information applying to a foreign entrepreneur’s direct activity in Poland.

Another option is forming a commercial law company which – as an entrepreneur with an office in Poland – is eligible to conduct activity based on the rules applying to Polish entrepreneurs.

Commercial law companies and the general principles for their formation will be discussed in the next article. •

Outsourcing&More | January – February 2017

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INVESTMENTS

INVESTMENT NEWS Office space grew in Vilnius and Kaunas thanks to major 2016 developments

ROMANIA

2016 has been the best year of the Romanian real estate market since 2008. The market was increased by 88% LITHUANIA compared to 2015 (DTZ Echinox, 2016).

According to Newsec, a leading commercial The spaces delivered last year included property advisor in Northern Europe, retail, offices and logistics areas, with 84,500 sq m increase in office space in a total area of almost 1 million sq m Vilnius in 2016 and another 150,000 sq.m delivered. The highest growth of delivered scheduled in 2017-2018 as well as additional spaces compared to the previous year was 40,000 sq m launched in Kaunas meant recorded by the office sector in Bucharest availability in both cities rose. While – approximately 290,000 sq m. take up for new offices was strong, office Approximately 6% of the spaces of all the vacancy rose to 4.8% in Vilnius. With real analysed real estate sectors were built in estate markets that favour tenants, both and around Bucharest. Real estate experts cities offer strong cost competitiveness. expect a significant growth With 5 new developments completed of the Bucharest office market in 2017, last year, total office space in Vilnius is of approximately 210.000 sq m (Colliers now 526,700 sq m. The most striking International, 2016). addition to the city’s skyline was Quadrum, a BREEAM certified development anchored

by DNB, Unity, Outokumpu and others.

SERBIA Danske Bank added another 11,600 sq m, while Swedbank signed for a further FDi European cities and regions of the 8,000. Yet vacancy levels still increased, future 2016/2017 rankings, published by and with a further 150,000 scheduled by The Financial Times says Belgrade is in 2018, Vilnius remains a tenant’s market. top 10 large European cities of the future A growing force in shared services, Kaunas 2016/2017 – cost effectiveness. In category saw a boom in office building in 2016 with small and micro European cities, 4 towns 5 new developments launched. At least more from Serbia are winners for cost 4 more are due in 2017. Thus, the city will effectiveness and economic potential continue to offer great cost competitiveness, (Sremska Mitrovica, Sombor, Vranje, with new properties to rent for €10-13 per Zajecar). Source: www.investinserbia.biz sq m.

ROMANIA Romania ranked 13th globally and 3rd in Europe regarding outsourcing attractiveness in 2016 (A.T. Kearney, 2016). Investors chose to outsource their services on the Romanian territory mainly because of the cheap labour, highly trained specialists and speakers of foreign languages.

The Romanian outsourcing market had over 60,000 employees and a 500,000 sq m office area in 2016 and in 2017 is expected to grow by approximately 20%. By 2020, experts estimate a total number of 150,000 employees working in outsourcing.

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from the growing interest from investors and hotel chain operators.

The Polish team is now joined by Marta Abratowska-Janiec who has been appointed Senior Consultant in CBRE’s new department: Hotel Investment. In her new role Marta will be responsible for developing the new business line while closely cooperating with CBRE’s Hotels Department for Europe.

The department will be offering clients comprehensive advisory services in respect of investment planning, operational support, valuations and transaction management.

Savills landlord representation team takes over four office buildings in Kraków POLAND

New chapter for the real estate industry – CBRE expands its hotel advisory department

GTC have chosen Savills, international real estate advisor, as an exclusive agent of Galileo, Edison, Pascal and Newton office POLAND buildings in Kraków. This well-known Korona Office Complex CBRE is the first consultancy in Poland consists of four high-class office buildings with a total leasable to expand its Hotel Investment Department, area of 36,900 sq m is located on Armii Krajowej Street, thus increasing the number of commercial one of the main arteries of the city. property market sectors serviced.

Galileo, Edison, Pascal and Newton are a part of Korona Office CBRE has for many years now been Complex owned by GTC. They were designed by DDJM Architecs operating on the hotel market, where and build by Warbud. The complex is located in one of the best the CBRE Hotels business line has been known office locations in Cracow on 18 Armii Krajowej Street. extremely active in Western Europe.

It offers high standard of office design, flexible space arrangement Expanding the business in Poland and numerous amenities for tenants, including 470 parking spaces, to include this particular sector constitutes bike racks, canteen, newsstand and green areas surrounding a strategic business decision stemming the buildings.

Outsourcing&More | January – February 2017

INVESTMENTS

Savills new service line – industrial and logistic agency is officially launched POLAND

Colliers leased the largest amount of office space in Warsaw (nearly 165,000 sq m).

Among regional cities, the top positions were occupied by: Tricity (18,974 sq m), Poznań (17,530 sq m), Kraków (14,198 sq m) and Łódź (13,904 sq m).

JLL summarizes 2016 on Poland's Retail market POLAND

International real estate advisor Savills most recent service line – Industrial and Logistic Agency is officially launching after another three senior team members have joined the department. Wojciech Zoń has taken on the role of Director, Head of Industrial and Logistic Agency, Michał Śniadała has been appointed as Associate Director and Daniel Kempa has joined as Senior Consultant.

Together with other recent additions such as Kamil Szymański as Associate Director and the appointment of Karolina Klepka as Consultant and Anna Bevanda as Agency Assistant, Savills Industrial and Logistic Agency comprise of six team members.

Colliers Office Agency with the best results in its history POLAND

In 2016, Colliers International Office Agency leased a record amount of space. Both tenant and landlord representation teams closed a total of ca. 180 transactions in Poland, which translated into 242,000 sq m of office space leased in Warsaw and regional cities. This is the best result in the history of the company’s operation and one of the highest among competing consulting firms.

The demand structure in tenant representation transactions was dominated by relocations (32%), renegotiations (27%) and renegotiations with expansion (14%). New agreements constituted 20%. The majority of transactions on the landlord representation side were new agreements (54%) and renegotiations (35%).

Outsourcing&More | January – February 2017

Advisory firm JLL summarizes the most important events and trends on Poland's retail market for 2016.

Numerous cities gained their first shopping centres in 2016: Grodzisk Mazowiecki, Legionowo, Mielec, Nowy Dwór Mazowiecki, Sandomierz, Tomaszów Mazowiecki, Wołomin and Zambrów.

As a result of 2016 openings, shopping centre density now stands at 248 sq m / 1,000 inhabitants, which is above the European average of 206 sq m, but still below the average for Western European countries (264 sq m). It should be noted, however, that these statistics take into account only shopping centre space and not retail space located on high streets, which plays a significant role in Western Europe.

Once entertainment units occupied approximately 5-7% of shopping centre space, now this ratio has increased to approximately 10-15% with a number exceeding 20%.

Last year 17 new international brands made their debut on the Polish market.

Major fashion debuts of 2016 included the American brand Forever 21 (in Manufaktura, Łódź), Uterqüe (from Spain) and & Other Stories (from Sweden) in Galeria Mokotów, Warsaw. At the same time, we have seen some market exits, i.e.

American Eagle, Mothercare or Burberry.

Also, Marks & Spencer have decided to close all of their stores across the country.

Prime shopping centre rents, which refer to shop units of 100 sq m earmarked for fashion & accessories and located in the best-performing assets in a given city, remain, as per normal, the highest in

Warsaw (up to €130 / sq m / month).

Retail investment market trade at approximately 7.0%.

Colliers International represents Invesco Real Estate European Fund in the purchase of Q22 POLAND INVESCO Real Estate European Fund has signed an agreement to buy the Q22 building in Warsaw. The seller is one of the largest investment and development companies in Poland, Echo Investment.

The buyer was represented in the transaction by advisory firm Colliers International.

The agreement, in the form of a notarial deed, amounts to EUR 230,27 million (PLN 1,019 bn). The deal covers the retail and office building as well as the land plot.

The seller also signed with INVESCO a quality guarantee agreement for construction work, a property management agreement, a rental guarantee and an agreement for fit-out work.

The preliminary purchase agreement for the Q22 project was signed by INVESCO on 31 October 2016.

Q22 is a 155-metre modern office building located in Warsaw’s central business district at the junction of al. Jana Pawła II and Grzybowska str.

Completed in July 2016, it offers 53,000 sq m. of office space.

What is next for European property investment in 2017?

UK

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INVESTMENTS

Commercial property investment in Europe will be strong in 2017 as bond prices weaken and investors seek safe but growthorientated opportunities, according to an analysis released in a report by Cushman & Wakefield’s European Capital Markets team.

POLAND The real estate services firm expects prime yields to fall 30-40 basis points across Western Europe, rents to edge up by 2-3% and European investment volumes overall to rise 6%. In addition, the report predicts that Asia will overtake North America as the chief source of capital flowing into Europe in 2017, although Europeans themselves will rival this, crossing more borders as they seek out the best mix of growth and stability.

The report states that 2017 will see ongoing political and economic uncertainties as the results of the UK’s referendum on EU membership and US Presidential election begin to translate into policy actions and start to influence markets more heavily.

Banking instability lingers in Europe and could yet emerge Cushman & Wakefield, a global real in China, while further elections in France, Germany and the estate services firm, has been responsible Netherlands may carry further implications for the future of the for the audit of the Sienna Center office EU. The report identifies key areas offering well-balanced growth complex and obtaining a BREEAM IN-USE as Germany, led by Berlin, and the Nordics, followed by Spain, International 2015 certificate for the notably in Barcelona and Madrid. Paris and London will continue scheme. The office complex received a “Very to be targets for investment, along with some UK regional cities.

Good” rating in Asset Performance and an Elsewhere, Central and Eastern Europe markets will merit “Excellent” rating in Building Management. more attention, offering a yield advantage and catch-up growth The scheme is owned by CA IMMO. potential. In response to firming economic recovery, occupier markets are responding across this region of Europe with rents Sienna Center is a complex of three office steepening, creating an attractive pricing point in leading cities.

Consumption growth has outperformed the rest of Europe, further buildings providing nearly 20,000 sq m of leasable space. It was delivered in 1998 but solidifying demand and encouraging all-sector rental growth its successive refurbishments have helped to exceed the European average in Romania, Bulgaria to maintain its appeal. Sienna Center and Hungary. offers flexible office layouts, a modernized air-conditioning system, a two-level underground car park for nearly 200 cars, surface parking spaces in the courtyard and amenities for cyclists. The complex is nearly 100% let and has been recently revitalized to upgrade the common areas including its three reception desk areas, lifts and car park, and has been largely modernized to improve energy efficiency of its systems.

Sienna Center is located at the junction of Sienna and Żelazna Streets and near Warsaw’s major public transportation hubs: ONZ Roundabout and the Central

Sienna Center is now BREEAM IN-USE certified

Railway Station. It enjoys easy access to multiple services, stores, restaurants, public transportation stops and a station of the Veturilo rental bike scheme in its immediate vicinity. Cushman & Wakefield is the building’s property manager on behalf of CA IMMO.

PORF issues data on the Warsaw office market for Q4 2016 POLAND The Polish Office Research Forum has published its data on the Warsaw office

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market for Q4 2016. Market data prepared by a team of analysts (CBRE, Colliers International, Cushman & Wakefield, JLL, Knight Frank, Savills) concern modern office stock, new completions, the number of deals and take-up volumes, and vacancy rates.

• At the end of Q4 2016, Warsaw’s modern office stock summed to 5,045,400 sq m.

• In 2016, the market grew by 407,000 sq m (21 projects). The largest office projects delivered to the market were: Warsaw Spire A (59,100 sq m), two buildings in Gdański Business Center II (49,000 sq m) and Q22 (46,400 sq m).

• In Q4 2016 five office schemes were completed: Biura Koszyki (13,900 sq m), The Tides (12,000 sq m), Poleczki Business Park Madrid (7,300 sq m), Nordkapp (4,200 sq m) and Trumpf Polska HQ (1,700 sq m).

• At the end of 2016, modern space available for immediate lease amounted to 718,800 sq m, which constituted 14.2% of total stock, (a 0.4 pp decrease q-o-q and an increase by 1.9 pp compared with the analogical period in 2015). Vacancy rate in central locations accounted to 17.3% while in non-central locations it reached 12.9%.

• From October through December 2016, gross demand for office space amounted 222,400 sq m. Consequently, the total volume of transactions registered from the beginning of 2016 reached 754,900 sq m.

The highest take-up levels were recorded in the Upper South zone (155,100 sq m), the South West zone (151,800 sq m) and the two central zones, i.e. Fringe (137,100 sq m) and Core (106,400 sq m).

• In 2016, new leases accounted for 60% of all deals (of which pre-leases 17%), renewals made up 29% of total take-up and expansion accounted for 10%.

• The largest lease transactions in 2016 included: a pre-let agreement of 22,000 sq m by BGŻ BNP Paribas in the new headquarter planned to be built in the intersection of Kasprzaka and Karolkowa streets, a renewal and expansion of 13,800 sq m by Publicis Groupe in Platinium Business Park, a 12,300 sq m lease renewal by confidential client from health sector in Park Postępu and a lease renewal and expansion of 8,300 sq m by confidential client from IT sector in Warsaw Financial Centre.

Outsourcing&More | January – February 2017

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Learn more about Office Occupier Services: www.officefinder.pl/idealoffice

INVESTMENTS

Summary of 2016: Bydgoszcz as the economic driving force of the Region of Kuyavy and Pomerania

BYDGOSZCZ – INDUSTRY-BASED ECONOMY

Bydgoszcz is the largest economic and educational centre of the Kuyavian-Pomeranian Voivodeship with a 4.9% unemployment rate which is the lowest in the region. The dominant position of the City was confirmed by the World Bank which awarded Bydgoszcz with the first prize in their „Doing Business in Poland 2015” report, as well as awards for “Eurobuild Awards – Investor-friendly City” and “Emerging City of the Year 2016”.

For many years, the dominant sector of economy in Bydgoszcz has been industry which employs nearly 50% of working people. The pride of the City is PESA Bydgoszcz SA – the leader in rolling stock manufacturing that provides rail vehicles to the markets in Poland, Europe and the world.

PESA is a real “economic locomotive of the region” – the group employs approx. 4,500 workers, cooperates closely with approx. 1,830 partners (including nearly 530 companies from the Kuyavian-Pomeranian Voivodeship) who, on the other hand, employ altogether 80,000 people. Bydgoszcz is also a dynamically growing centre of tools, plastics and chemicals processing sector.

There are approx. 850 entities operating

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

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Outsourcing&More | January – February 2017

INVESTMENTS in the sector, i.a. Shapers Polska Sp. z o.o., Keeeper Polska Sp. z o.o. or Hanplast which is one of the largest IKEA suppliers in Europe. The largest organisation which brings together companies from the sector is the Bydgoszcz Industrial Cluster.

Based on a decision from the Minister of Development, it received the status of a National Key Cluster, i.e. a cluster of significant importance to Polish economy and of high international competitiveness.

BYDGOSZCZ – A NEW POLISH LOGISTIC CENTRE

"According to the report, in 2013-2016 Bydgoszcz recorded a 70-80% increase in employment in foreign service centres, which places the City at the forefront of Polish cities characterised by dynamic development of the business services sector."

Thanks to its excellent location as well as commenced and planned road investments (modernisation of S5 and S10 country roads), Bydgoszcz is becoming an important logisticswarehousing centre on the map of Poland. In 2016, two new investors – Panattoni Europe and Waimea Holding S.A. – began construction of objects with the total area of over 150,000 sq m.

The construction of next objects with the area of 70,000 sq m is planned for near future. Two new Carrefour and Kaufland distribution centres which will employ more than 500 people will start operating in the first quarter of 2017.

BYDGOSZCZ – EMERGING CITY OF THE YEAR 2016

According to a “Modern business services sector in Poland 2016” report prepared by the Association of Business Service Leaders (ABSL), Bydgoszcz is one of the top ten BPO/SSC centres in Poland.

The data of the Bydgoszcz Regional Development Agency shows that employment in this sector amounts to more than 9 thousand people, including more than 7 thousand people specialising in IT. According to the report, in 2013-2016 Bydgoszcz recorded a 7080% increase in employment in foreign service centres, which places the City at the forefront of Polish cities characterised by dynamic development of the business services sector.

Outsourcing&More | January – February 2017

The largest employer in the sector is Atos IT Services, which offers advanced solutions in the field of consulting, integration of operation systems, business process outsourcing, Cloud, Big Data and Cyber Security services.

The British Mobica Ltd. is a provider of software for mobile devices, in particular applications dedicated for the financial sector and banking. Another representative of the BPO industry in the City is SDL Poland – the only office in Poland and the largest one in the world of the corporation that currently operates in 37 countries. In January 2016, Bydgoszcz welcomed a new global brand through the merger of two corporations – Alcatel-Lucent and the Finnish Nokia Corporation – one of the largest companies in the world. New customer service centres with support provided in several languages were opened by iQuor and Oponeo. Cybercom Poland, Quad/Graphics Europe and Macrologic also opened their offices in Bydgoszcz in 2016.

NEW OFFICE INVESTMENTS

projects and provided free-of-charge trainings to 2.000 people as part of the “Business School” project. In partnership with the University of Economy, the Kazimierz Wielki University, the Project Management Institute – Poland Chapter and Bydgoszcz companies (Atos IT Services, PZU Group Custoer Centre, T Komp Tomasz Kruszewski and SDL Poland) the Agency continued the realisation of training projects realised as part of “Bydgoszcz looking for talents” programme. BARR actively supported the companies in the recruitment process, participated in the largest fair in Bydgoszcz – OFFerty 2016, organised the first edition of “Saturday with the employer” action in the autumn, as well as the Regional Career Days which took place at the University of Technology and Life Sciences in Bydgoszcz.

The Agency increased the number of its official partners, going out of the close circle of entrepreneurs and investors.

A good example of fruitful cooperation was a project realised by seven vocational schools from Bydgoszcz as part of the regional operational programme of the Kuyavian-Pomeranian Voivodeship – “Professional start. Internships as a professional form of supporting vocational education”. As a result, 172 students were able to participate in paid internships in dozens of companies from Bydgoszcz and surrounding areas, expand their knowledge, acquire new practical skills and become familiar with the specifics of the companies in which they might soon find employment.

This project was an excellent example of cooperation between education and business sectors in which the Bydgoszcz Regional Development Agency acts as an initiator and coordinator of activities in support of the local labour market.

The dynamic growth of the BPO/ SSC sector creates the necessity to construct modern office spaces in the City. Responding to the needs of investors, further investments are realized in Bydgoszcz: in December 2015 IDEA Przestrzeń Biznesu was opened in the Bydgoszcz Industrial and Technological Park. In 2016, ETA building in the Kraszewski 1 Business Park and an office in Optimum Park were opened. In the past year, we started the realisation of new projects, including a modern Class A office building – Immobile K3 Office at Plac Kościeleckich Street and Arkada Business Park at Fordońska 2. In the past year, new development investments were announced – an investment realised in Kraszewskiego 1 Business Park (Teta building) or Scanpark Business Centre at The crowning of a successful year was Towarowa Street. a St. Nicolas meeting for 100 children from the local child care and educational BYDGOSZCZ REGIONAL DEVELOPMENT facilities held on 10th December 2016 in the Hieronim Konieczka Polish Theatre in AGENCY (BARR) The Bydgoszcz Regional Development Bydgoszcz. The meeting was organised Agency Sp. z o.o. provides comprehensive by the Regional Development Agency support to investors and entrepreneurs. in Bydgoszcz, Carrefour Polska Sp. In 2016, the Agency assisted numerous z o.o., Waimea Holding S.A., ID Logistics institutions in more than 100 investment Polska S.A. and Kaufland Polska Markety Sp. z o.o. Sp. k. •

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INVESTMENTS

WHAT WILL CHANGE IN KIELCE IN 2017?

In the second half of December 2016 the budget of the City of Kielce for 2017 years was adopted. A large part of it, nearly 300 million PLN, will be spent on investments. The majority of this will contribute to the EU projects, whose total value amounts to a considerable amount of over 500 million PLN.

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

Visualistaion of the Communication Centre (Bus Station)

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Key projects are those related to public transport, which greatly affect the quality of life of residents and the businesses.

The most important of them include the modernization of a bus station, which will cost more than 40 million PLN over the next two years. The reconstruction will begin in mid-2017 and, in a few years, a modern and multifunctional center hubs will be opened, allowing for convenient commuting between long distance coaches, local buses and the railway station. The concept, apart from the fact that it has new spatial and functional solutions, also maintains the atmosphere and design of the seventies.

What is important for the Kielce residents, the characteristic appearance of the object and its unconventional UFO saucer shape will be preserved.

In 2017 Kielce the implementation of two major transport projects will begin with an estimated value of 295 million PLN (funded from the Operational Programme Eastern Poland):

“Development of Public Transport in Kielce" and "Development of Transport Infrastructure in Kielce." Both of these projects consist of many stages and tasks spread over the period 2017 and 2020.

The second project is planned to start as soon as the first quarter of 2017. It will include the purchase of 25 buses fulfilling the Euro 6 Norm and the installation of 30 information system panels equipped with the voice eg. for the blind. Under the first project “Development of Public Transport” an intelligent transport system will be implemented in 2017.

It will have a significant impact on the traffic safety, the efficiency of transport and environmental protection.

Another significant investment from the point of view of the city and the business is the extension of Olszewski Str. towards Zagnańska Str. The awaited investment will allow access to new investment areas managed by the K ielce Technology Park. Starting from the new year, the KPT will offer additional 11.5 ha of investment land, with the possibility to build infrastructure adapted to the expectations of a new investor.

is that they can be much more flexible way to create training programs and exchange educational infrastructure needed to do to acquire or update professional skills. The project responds to the needs of the Świetokrzyskie Region, in par ticular in regard to the metallurgy and IT industries.

The demand for these is particularly evident in the Świętokrzyskie.

In the next year it is planned to complete thermomoderniz ation of public buildings. The total investment cost is over 10 million PLN. Another project of a similar value is "Construction and modernization of cycling paths in the municipality of Kielce, in regards to diversification of city transport".

Development of documentation is to be completed next year and the work should start in 2017. Expected bicycle paths will be combined with Green Velo cycle routes, and will go out towards the neighboring municipalities and other city places (schools, train stations, stores, etc.). The project will produce min. 12 km of routes, which means an increase of 30% compared to the present state. Cycling in Kielce does not need to be promoted, because on sunny days Kielce residents go for cycling happily. It is also a showcase of the city, where tourism is an important part of the economy.

Kielce makes an important step towards key human resources project: Practical Training Centre. It will be a modern educational institution, which has an ambitious goal of preparing personnel for the local economy in "The development of educational the next few years. CKP is designed infrastructure in the areas administered to complement the offer of vocational by the Geopark Kielce" is the project and technical schools. Its advantage amounting to nearly 14 million PLN. Outsourcing&More | January – February 2017

INVESTMENTS

Artists’ Square (panorama)

It will allow to develop geologically valuable nature reserves like Wietrznia and Kadzielnia. The Świętokrzyskie region is known as "open air museum" because of the presence of numerous traces of flora and fauna from the past and a huge geological diversity.

In the Wietrznia reserve, where the Geoeducation Centre runs, they will build a modern playground – Garden of Geological Experiences – and significantly change their equipment needed to carry out geological education. Kielce citizens are also waiting for the Botanical Garden located at Karczówka Hill. It will become an excellent place for the kids to educate and the adults to relax. An important solution from the point of view of citizen, entrepreneur and investors will be the extension of Internet platforms called Idea Kielce (www.idea.kielce.eu). There are lots of information already available there, divided into thematic services such as: public consultations, GIS portal or citizens’ budget. Ultimately, however, it will be developed to offer here other fourth or fifth degree e-services provided for by the City Council, which will allow to deal the majority of cases without going to the magistrate in person.

"Kielce makes an important step towards an important human resources project: Practical Training Centre. It will be a modern educational institution, which has an ambitious goal of preparing personnel for the local economy in the next few years" Kielce suffer from increasing shortage of modern office space, too. This year, the Investor Assistance Centre in Kielce have received several inquiries about the space of over 2,000 sq m. Unfortunately, the existing facilities are already filled and there is no office space available in the standard corresponding to the outsourcing companies. City authorities fully understand the problem – in the coming years 2 or 3 new office buildings should rise in Kielce, which will fill the gap in the real estate market. •

Outsourcing&More | January – February 2017

Kostomłoty Traffic junction

Kielce Technology Park – Skye Building

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INVESTMENTS

THE NEW OPOLE City growth and new investments Bottom: The renovation of the most important crossing of the Odra river.

Above:109 hectares covered by the status of the Wałbrzych Special Economic Zone.

NEW COMPANIES IN OPOLE AT 2016 Business Skamol Hongbo Opolska Zagroda Ladrob PwC BCF Ifm (centrum R&D) Atos

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

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Trade Building Electronic Food Food BSS BSS (ITO) BSS BSS (ITO)

Country of origin Denmark China Poland Poland US Poland Germany France

Bottom: Opole is in the process of renovation and building new sports facilities.

Already in Opole subzone WSEZ INVESTPARK (Północna) arise at the same time factory of thermal insulation of Danish SKAMOL, factory of LED lamps of Chinese company Hongbo, a research center of the Polish company Ladrob, food processing plant, German ifm is recruiting for a research and development center and on 14 ha plot is The priority for the city's development formed industrial park with production is the expansion of its infrastructure. halls for rent.

Renovation of the most important crossing of the Odra river was started Importantly in Opole is more and and new will be in progress soon. more diverse workplaces. Companies from modern business services sector What is important is the development chooses Opole. To companies benefiting of infrastructure designed for cars is from the German speaking staff in accompanied by the development of Opole such as Capgemini, opta date and alternative means of transportation. ista joined in 2016 PwC. Also, companies Creating new crossings and paths from ITO recognize academic potential for bicycle is developed and public of the city and employ graduates of transport system is extended.

Opole University of Technology and the University of Opole. These include Atos, Development of sport infrastructure is Asseco, Axiome, JCommerce, Future also serving the residents. Opole is in Procesing. the process of renovation and building new sports facilities.

From 1 January 2017 the borders of Opole City have been enlarged with, among others, 109 hectares covered by the status of the Wałbrzych Special Economic Zone. This area is located at the intersection of national roads no.

46 and 94. Only 8 km to the A4 motorway and the same distance to the center of Opole makes it the ideal place for industrial investment. There is already functioning distribution center Clatronic, The newly opened Museum of Polish and soon there will be new production Song has already become a tourist hit in facilities.

Opole. • Outsourcing&More | January – February 2017

INVESTMENTS

The favourable climate for investment in Poznań The year 2016 is going to go down in the Poznań history as the period of stable, sustainable growth. The city attracted investors from different economic sectors. The most noticeable event was the opening of a new Volkswagen plant. Therefore, it was Poznań that may be proud of the largest – in terms of value (€800 m.) – foreign investment in Poland.

The German concern is one of the investors that have been carrying out its plans in the capital city of Greater Poland successfully for years and have decided to develop their activity. The newly set up Volkswagen plant has a new location, which is half an hour away from the plant in Poznań. It has been planning the target employment of around 3 thousand people. The company has decided to move the production of a delivery model, VW Crafter, to Poland entirely.

Volkswagen Poznań has been already producing the Caddy and Transporter T6 models.

A world pharmaceutical giant has also been aiming for further development.

The GSK company has been present here since 2005. The effectiveness of the services offered by the centre has led to the company's management board's decision about entrusting the centre's employees with a greater number of projects. That means that the employment is going to grow of about 200 people. The target employment is to reach the number of 700 people.

a recruitment of another several dozen employees annually next years. The example of Cognifide proves that IT services' outsourcing involves advanced and complicated tasks, with which the Poznań programmers deal perfectly.

NEW COMPANIES IN POZNAŃ

The city attracted 10 investors from the priority sector of modern services last year. Well-known foreign companies came to Poznań, including Paymentwall, Rock wool or Autovision GmbH, a Volkswagen's subsidiary, creating their competence centres here.

The trend of attracting companies from the already mentioned IT sector is becoming very clear in the capital of Greater Poland. Seargin, Capgemini, Alphanumeric Systems Europe are among new investors from the IT sector who decided to establish their offices in Poznań in 2016. The Innovation Centre PCSS – Huawei should be placed between IT and R&D. The Poznań Supercomputing and Network Centre and the Chinese company are going to work together on modern systems of processing and storing data in a cloud. Selvita, the biggest biotechnological company in Central-Eastern Europe, established in Cracow, is also an innovative investor from R&D sector.

Around 36 thousand square meters of the office stock were delivered to the market in – Decisions about developing the activity the previous year. in Poznań by such companies as Volks‑ The total supply wagen Poznań or GSK are the best amounted thus to more than 420 confirmation of great investment thousand square conditions in our city – summarizes meters at the end of Marcin Prz yłębski, Head of the 2016, the large part of which are A-class Investor Relations Department of the The production and logistic sectors office space.

City of Poznan. are also developing. The Bertelsmann

The Cognifide company, also operating in the IT sector, is developing dynamically.

Its employment has tripled over two years, i.e. to 220 people and after a success in an implementation of a new platform for the South African a bank, the company managers have been planning

46

has been operating in Jankowice near Poznań was extended. The production-warehousing facility for the Trio Line, the Danish furniture manufacturer and Segro Logistics Park Poznań in Komorniki, that is the Tesco's distribution centre (30 thousand sq m) were built.

MODERN OFFICE STOCK

Around 36 thousand sq m of the office stock were delivered to the market in the previous year. Total supply amounted thus to more than 420 thousand sq m at the end of 2016, a large part of which are A-class office space.

The most interesting proposal for tenants is the Maraton office building, put into use in the last quarter of 2016.

It was built by Skanska and designed

by CDF Architects. The investment is located at Królowej Jadwigi Street.

Some of space in Maraton was already leased before the completion of f inishing work s (among others, Bridgestone, Sii, Century Link, Duni).

Employees of these companies will take advantage of an excellent location of the new building (there are PKP railway station, Stary Browar (Old Bewery), recreational area over the river Warta in the direct vicinity) as well as many conveniences typical of A-class office. Maraton has one of the highest assessment in the LEED Media logistic complex in Plewiska system – Leadership in Energy and was extended (from 14 thousand to Environmental Design, providing users 28 thousand sq m), the second phase of with optimal working conditions and the Goodman Poznan Airport Logistics maximum comfort. Apart from the office Centre investment (17 thousand sq space (25 thousand sq m), 3,200 sq m of m), which is a warehouse located in commercial space, 300 parking places the vicinity of Poznań Airport, looks for cars and 138 bicycle places had been impressively. Imperial Tobacco that planned there.

Outsourcing&More | January – February 2017

INVESTMENTS While looking for office space in Poznań it is worth paying attention to office complexes which have been built in 2016 and their doors are going to be opened for new users already in 2017. The architecturally avant-garde, 13-storey Baltic Tower, the Delta III or "Za Bramką" will bring high quality to the Poznań Real Estate market.

means an increase by 6% as compared to the same period in the previous year.

Very high interest in Poznań was observed in September, when the average occupancy of hotels according to STR (the international company monitoring the occupancy of hotels) amounted to 81.1% in comparison to 72.8% in 2016.

REAL ESTATE SOLD BY THE CITY The hotel owners are certainly glad that the RevPar index, More than PLN 40 million – this was the amount for which which determines an income for each room, has increased by the most attractive real estate that the City of Poznań had as much as 64.3%. The result was the best among all Polish to offer in the previous year was sold. Located in the strict cities in September. centre of the city, just at the Old Market, – The capital that has been created over the the former hospital at the junction of last several years is the cause of dynamic Szkolna and Podgórna Streets, thanks growth in the sector's results. Poznań is to the new owner it is going to become the biggest Polish care centre for seniors. becoming more and more appreciated The MEDI-system company is an investor, among tourists and many other cities envy which has been carrying out this type of us – argues Mariusz Wiśniewski, Deputy business in Western Europe successfully.

Mayor of the City of Poznań.

The second important real estate sold by the City was a plot at Matyi Street, located in the vicinity of the former PKS bus station. It was purchased by Skanska company, which previously invested in the former station's real estate.

The developer has been planning to build the office, residential and commercial complex of the total area of 100 thousand sq m.

INFRASTRUCTURE AND TRANSPORT

These elements play key role for the quality of life in the city. Due to the infrastructure investments carried out in 2016 people commuting to work practically by every mean of transport are going to notice the improvement.

The three-level Kaponiera round about was put into use and now serves the pedestrian, car and tram traffic.

Krzywoustego Street – one of the most important roads leading out of the city – was rebuilt. The completion of a repair of the crossroads of Dąbrowskiego and Żeromskiego Streets, along with the modernization of tracks and the tram terminus had a positive effect on the travellers comfort.

"– Decisions about developing the activity in Poznań by such companies as Volkswagen Poznań or GSK are the best confirmation of great investment conditions in our city – summarizes Marcin Przyłębski, Head of the Investor Relations Department of the City of Poznan."

The number of bicycle lines is systematically growing in Poznań.

There is currently already 153 km of them.

There are currently more than 130 accommodation facilities in Poznań, 76 of which are hotels. The total number of accommodation places amounts to nearly 11 thousand.

THE INVESTOR RELATIONS DEPARTMENT ACTIVITY

Poznań has been trying to attract more and more investors systematically. The modern services sector, research and development as well as technologically advanced production have been recognized as priority sectors for the City. To achieve this objectives, the City’s representatives have been participating in conferences, fairs and other trade events and have been meeting with potential investors interested in Poznań.

There are currently more than 130 accommodation facilities in Poznań, 76 of which are hotels.

The total number of accommodation places amounts to nearly 11 thousand.

The popularization of the modern services sector is also a responsibility of the Investor Relations Department. Thus, there are two large-scale campaigns organized annually: "Stay in Poznań" and the BPO/SSC Week.

POZNAŃ ATTRACTS TOURISTS

The first of them is addressed to the Erasmus programme's students. In cooperation with the biggest service centres, the City shows them possibilities of employment which do not require an acquaintance of Polish.

At the same time the action aims to encourage young people to stay in Poznań for a longer time. The second programme is addressed to high school students and proceeds in two stages. The first phase are lessons held by the BPO/SSC Investor Relations sector representatives for pupils of partner schools. Then the Department students visit service centres within "open days" specifically City of Poznań organized for them.

The year 2016 was a record year for Poznań tourism. According to data of the Central Statistical Office of Poland (GUS) only until the end of July (data for the whole year is not available in the time of delivery text for printing) the accommodation facilities provided nearly 910 thousand night's accommodations, which

In the years to come we can expect new interesting investment projects in the capital of the Greater Poland, offered both by developers and the local government. We encourage you to be updated what is happening in Poznań. •

The number of bicycle lines is system‑ atically growing in Poznań. There is currently already 153 km of them. The lanes for bicycle traffic appeared in the city center in the previous year, enabling people who choose this mean of transport to travel safely through the most important streets in the city. Altogether 17 km of the cycling infrastructure adopted to cyclists was put into use in the previous year.

Outsourcing&More | January – February 2017

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

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INVESTMENTS

Szczecin – a good place for business Szczecin is the richest and most industrialised region of the Westpomeranian Voivodeship.

The city lies at the crossing of routes used by all modes of transport. It is an important international hub within the trans-European North-South corridor running from Scandinavia, along the Oder River, through the Czech Republic and Austria, to the Mediterranean ports.

It also crosses the Baltic route connecting Russia and Finland with Western Europe.

Szczecin, considered to be an up-andcoming centre for IT and high-tech Office space rent rates in the existing offices: – In addition to its excellent location, services, is attracting investors with Szczecinboasts outstanding natural its good supply of engineers and features, an extensive resource of programmers. Indeed, developing R&D CLASS A investment land and a good supply of centres, IT infrastructure and businesswell-educated employees. This makes it support institutions is Szczecin’s priority. both a good place to live in and a buoyant Moreover, the capital of Western metropolis – said Piotr Krzystek, President Pomerania is the leader among the CLASS B/B+ of Szczecin. – The BBB+ rating that the rising stars of business in terms of the city has been given by Fitch Ratings supply of foreign-language speaking consistently since 2008 is evidence of employees, with services being provided 6 7 8 9 10 11 12 13 14 15 Szczecin’s prudent financial management, here in as many as 16 languages! The rational operational spending, good debt office market is also growing at recordratios and moderate debt levels. high rates – projects accounting for a total of 111,000 sq m have been put Szczecin has recently been named into operation in last three years.

Source: vacancy rate planned space Colliers International, among the so-called rising stars of 2016 r. business, as proven in the latest report by Szczecin is home to a range of brands: the Invest in Poland, Colliers International, METRO SERVICES PL, Coloplast, Brighton, and the Advisory Group TEST Human Dansk Supermarked, Convergys, Resources called “New BSS Markets. DGS Business Services, Tieto, Asseco Twelve Rising Stars of Business.” All the Data Systems, UniCredit Business Office space (sq m): “new business stars” are considered to be Integrated Solutions, Arvato Polska, and major academic centres with higher- a newcomer – Diebold Nixdorf. They education services in line with the needs are all doing well in Szczecin, and more of BSS employers. These educational brands are very likely to join them soon.

Free Existing supply services are often dedicated to specific Industry-specific clusters, including space employer’s needs and provided under especially the Westpomeranian ICT educational programmes undertaken Cluster, help companies to acquire jointly by universities and businesses, as new knowledge and establish business is the case with the University of Szczecin. contac ts. Innovative businesses 0 50,000 100,000 150,000 200,000

11-14€

7-11€

17.7%

50

36,000 sq m

Outsourcing&More | January – February 2017

INVESTMENTS are also supported by Technopark Pomerania and SERVICE INTER-LAB – a Centre for the Transfer of Knowledge and Innovation for Service Sector – and the Regional Centre for Innovation & Technology Transfer.

This growing business presence has already been recognised by the hotel industry, as it is increasingly investing in Szczecin.

Szczecin has seen many business meetings this year. Of particular note was the conference held during the Scandinavian Days on 21 April.

It addressed the issues of energy, smart cities and academic cooperation.

The Scandinavian Business Mix B2B event was held as part of this conference to help participants establish important business links with both economic and institutional partners. The Scandinavian Days aim to develop a long-lasting and recurring platform for meetings to facilitate business contac ts while providing the opportunity to promoteservices and products.

The organiser’s intention is to step up cooperation between Polish and Scandinavian partners across a range of social and economic areas. This year’s Scandinavian Days were the third edition of this event.

trend has been reflected in the increasing cooperation bet ween scientific centres and the business community. Joint initiatives by science and business support the development of entrepreneurship and innovation in regions, thereby promoting the knowledge-based economy. Reco‑ gnising the growing international demand for new technologies and innovative solutions, and the focus of the new 2014-2020 EU financial perspective on supporting projects s t r i c tl y re l ate d to inn ov ati o n , Szczecin has launched a series of B2B meetings in cooperation with Westpomeranian universities to bring the worlds of business and science closer to each other to increase innovation in Western Pomerania.

The universities which joined this

On 20 October the Proinvestors Source: Data Bank of the Central Statistical Office, conference was held to promote 2016 investing in Special Economic Zones (SEZ). The event aimed to dispel certain myths about investing in SEZ’s which are popular in the SME community. There are four SEZ’s in the Westpomeranian Voivodeship: the Kostrzyn-Słubice SEZ, the Pomeranian SEZ, the Suwałki SEZ and the Mielec SEZ. The entrepreneurs operating in these SEZ’s enjoy 35% CIT exemptions in respect of investments made and of two years’ labour costs (for medium-sized and small companies, the exemption rates are higher, at 45% and 55% respectively).

In addition, the local employment agency provides extra funding for employee training, and local authorities exempt investors from real property tax.

Technological progress is considered in today’s Europe to be the litmus paper of regions’ economic growth and competitiveness. In today’s highly competitive market environment, businesses have to keep improving their services and products by employing advanced and unique solutions. This Outsourcing&More | January – February 2017

project include The Maritime University of Szczecin, the Art Academy of Szczecin, the Koszalin University of Technology, the Pomeranian Medical University in Szczecin, the University of Szczecin, and the West Pomeranian University of Technology. On 27 October, a business Urząd Miasta meeting called “A Leap to Innovation: Szczecin Business + Science” was held on the Plac Armii Krajowej 1 premises of the Regional Centre for 70-456 Szczecin Innovation and Technology Transfer.

Phone. (+48 91) 4351164

It aimed to demonstrate opportunities for cooperation between business and universities involving R&D, raising funds for innovative projects, and face-to-face consultations between entrepreneurs and scientists. A total of 92 meetings were held. These have already yielded a number of contracts, with further contracts being negotiated. •

Fax (+48 91) 4351165 www.szczecin.eu

Available resources:

407,000

19

9,700

41,800

Population

Number of graduates

Number of higher-education institutions

Number of students

Number of students enrolled in programmes relevant to the interests of BSS:

3,908

Engineering and Technical

5,746

Business & Administration

2,111

Linguistic

142

Mathematics and Statistics

2,204

ICT

1,677

Economics Source: The Ministry of Science and Higher Education, 2016.

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INVESTMENTS

New "Łódź Fabryczna" Year 2016 was another, very dynamic and successful period of development for Łódź. The city is changing literally before our eyes and this is happening due to implementation of an adopted strategy and significant investments.

IT IS INVESTORS’ TURN

The most important investments certainly include opening of the new railway station Łódź Fabryczna.

The modern three-level structure being a key element of the New Centre of Łódź became a part of the multimodal transpor t hub, which combined conventional and agglomeration rail, long-distance bus transport, public transport and private car transport.

The new station is able to check in 20 times more passengers than earlier (even up to 200 thousand a day).

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

North, A1 from East, S8 expressway from South and S14 from West.

like to increase employment in Lodz by several hundreds of people, Infosys by 300, Ericsson – 300, Nordea – 300, but let’s not forget about development of the following companies: BSH – 500, Hutchinson, Corning – 200, Decathlon – 300 or Asco Numatics and several others. This year, such companies as Primulator, LSI Software, Transition Technologies and Clariant celebrated their 25th anniversary. In the city and in its surroundings new investors appeared e.g.: Tricentis (R&D), STX Next (IT), Arvato Poland and ET Logistyk.

Well communicated central location, educated staff, easy access to office space and international business environment are the assets which attract new investments to the city. This was duly appreciated last year during the 7th edition of a gala when prestigious Eurobuild Awards were granted, Łódź received statuettes in two categories: ‘Most investor-friendly City’ – for an effective strategy and good climate You should also remember about wide for investments and ‘The Real Estate road infrastructure investments. Both Personality of the Year’ – award was won Based on calculations of the Investor Service and International Cooperation in the city itself and around it roads by Mayor of Łódź - Hanna Zdanowska.

Bureau of the City of Lodz Office in are still reconstructed or new ones are built. In July so-called eastern by-pass Therefore, Łódź was increasingly often 2016 private investors created and road of Łódź (i.e. 40-kilometre section mentioned on the international arena as declared to create 6,260 jobs. of A1 motorway between Stryków and one of the best business partners, which Tuszyn) was opened. In near future was visible in development plans of Due to large interest among tenants Łódź will be the first city in Poland many companies e.g. Fujitsu would and numerous rent transactions in 2016 supply of office space reached with a complete by-pass road made of 330 thousand sqm and level of vacancy motorways and expressways. So-called rate fell to approx. 7%. Currently ring will consist of: A2 motorway from approx. 115 thousand sqm of new office space is under construction. Areas of the New Centre of Łódź are the most popular amongst office developers.

By 2020 developers plan to build additional 150 thousand sq m of office space.

Also on the market of warehouse space we observed large activity of developers. Panattoni commisioned a building with a warehouse area of 43,000 sq m. Lack of availability of A class warehouse space in Łódź has resulted in an increasing interest of developers in further projects. It is anticipated that the facility of 43,000 sq m for Decathlon will be commissioned in 2017. An increase in developers investments in relation to last year is also significant (increase

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Outsourcing&More | January – February 2017

INVESTMENTS

"Based on calculations of the Investor Service and International Cooperation Bureau of the City of Lodz Office in 2016 private investors created and declared to create 6,260 jobs"

Outsourcing&More | January – February 2017

by approx. 50 to nearly 70 investments).

Prices for flats are rising, with average value of a sq m of PLN 4,900, but they still remain at the lowest level among 7 largest cities in Poland.

349 students took part, apprenticing in 78 best employers was highly popular.

Nearly 150 projects in the range of modern IT technologies, creative products and innovative business YOUTH CAPITAL IN ŁÓDŹ ideas were submitted for the 8 th An academic potential is one of the edition of the competition for the best largest assets of Lodz. 70 thousand of business-plan ‘Youth In Łódź – I Have an students, including over 6 thousand at IT Idea for Business’ content. In addition, majors, studying at 23 higher education free trainings ‘Your Career in Your schools and more than 30 thousand Hands’ were delivered and a discount graduates the majority of whom fluently card ‘Youth in Łódź’ worked efficiently, speak at least one foreign language offering a number of discounts and ensure broad access to educated staff. allowances for students.

The City of Lodz Office has implemented a unique programme ‘Youth in Łódź’ Opinions of entrepreneurs whose which is realized in cooperation with cooperation with the city takes place almost 140 Łódź companies and three through the Investor Service and largest Lodz public higher education International Cooperation Bureau are the establishments: University of Łódź, Łódź confirmation of a favourable business University of Technology and Medical climate in Łódź. Within the project “Come.

University in Łódź.

Experience. Do business”, co-financed from funds of the European Regional In 2016 the following initiatives of Development Fund, in 2016 a number the ‘Youth in Łódź’ programme were of meetings were held with local and implemented: the 9 th edition of the external entrepreneurs. In the opinion scholarship programme in which of those who were in Łódź for the first 19 companies and institutions, partners time or remember it from before several of the action declared their participation. years the city really makes an impression Also a programme with paid holiday and allows discovering its opportunities internships ‘Practise in Łódź!’ in which a new. •

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INVESTMENTS

Częstochowa – for citizents, for investors At present, the most important factor that may attract new investors to the city is well educated and ready to work personnel.

Changes in education, which began in 1999, were to improve our system adjusting it to the needs of the labour market, however they were not prepared well. Dual system, which functions in our country all the time, is more theoretical concept. At the same time, it turns out that marginalization of professional schools has had a negative impact on this field of education, and is one of the reasons for employees deficit in recent time. In highly-developed countries, educational polic y is to support economic growth, prevent inflation, unemployment, and economic stagnation. Dual system does not only refer to professional education. Seeing its values, it starts to be implemented by higher education institutions as well.

The model of professional education

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called ‘dual system’ involves connecting practice with theory. Practice is defined as employment under employment contracts concluded between the employer and the employee.

Częstochowa already in previous years attempted to revive professional education and change its image amongst teenagers, and mostly their parents.

3 rd edition of the project “Młodzi Kreatywni” [“Young and Creative”], in addition to shaping entrepreneurial attitude, also presents benefits from making the right choice of profession and possibilities to take internship at the entrepreneur. Condition of professional education in

"Efficient use of education for business and business for education with support of selfgovernment is one of the guarantees of economic success for the city and the region."

Building of the Faculty of Management of the Częstochowa University of Technology.

Pic. Anna Mielczarek

Outsourcing&More | January – February 2017

INVESTMENTS Częstochowa is improving. In addition to numerous classes majoring in economy or IT, technical educational facilities have established classes providing education in the so called “forgotten” professions, such as upholsterer or printer. Supported by efficient coordination of the local government, schools more frequently conclude cooperation agreements with entrepreneurs and meet their needs. In June, first graduates from economic class of one of the city’s technical schools, began employment in the accounts centre.

Częstochowa universities undertake cooperation with business as well.

Technical University of Częstochowa already offers such practical fields of education as: energetic and environmental engineering established in cooperation with giants of this industry, such as Fortum, Tauron, and municipal water and sewage treatment company “Warta”, as well as other companies of this industry. This model proved to be successful and for sure other practical fields of education will be established.

Following discussions with one of the largest employers in Częstochowa, ZF TRW, the Faculty of Management of the Częstochowa University of Technology has established a new specialization: accounting in shared services centres.

Students, who work with SAP purchased by the city within frameworks of the programme “Akademicka Często chowa” [“Academic Częstochowa”] will be able to find employment in the accounting centre already during their studies.

Jan Długosz Academy provides a very interesting language offer, which may be available for students of both educational facilities as a part of their cooperation. It results from consultations with entrepreneurs that insufficient knowledge of foreign language is often the reason for rejecting candidates.

Efficient use of education for business and business for education with support of self-government is one of the guarantees of economic success for the city and the region.

Częstochowa areas covered by the Special Economic Zones are not slowing down. New companies build their facilities there, and new intention letters are filed. An ideal solution for the city

would be to cover new, developed areas with the status of SEZ. Meanwhile, unemployment in the city is the lowest since years. In October it was only 6.3%. Citizens from the whole poviate, where unemployment still exceeds 10%, find employment in the city.

The city actively promotes not only its attractive investment areas, but also possibilities. In times where many cities offer attractive real properties for development, other assets of location become important. Entrepreneurs pay large attention to the atmosphere created by local government. It is important for the self-government to meet needs of business environment, simplifying administration procedures, establishing tax relieves, or organizing conferences, fairs, and other economic events. And it is happening in amongst citizens, and hybrid buses are Częstochowa. already utilized in the city, as well as another low-emission vehicles will be It is self-government, under the brand purchased. Transfer centre has been “Invest in Częstochowa”, who is the designed, and municipal bicycles initiator of many events which integrate system will be launched soon. It must the world of science, professional be noted that promotion of proeducation, and business. In addition ecologic means of transport is clearly to internal events, members of self- visible in the city – new bike routes, government in Częstochowa tr y which connect Częstochowa with the to open to new markets taking parts neighboring communes located on the in numerous and important economic Cracow-Częstochowa Upland, as well meetings within the country and as self-service repair stations for bikes in Europe. An example of an event are created, etc. Also, the City Hall is sponsored by, as the only Polish brand, more and more “smart” and customerInvest in Częstochowa is a conference friendly – most matters can be dealt with Nordic SMART CITIES, which was via Internet. held at the beginning of November in Stockholm. Choice of this location It is certain that our generation turned out to be correct as cities of is witnessing some kind of global southern Poland are not often business transformation in functioning of partner to Scandinavian companies contemporary metropolitan areas. and communes. Moreover, direction of Transformations in the cities cover sustainable development, and ecological various aspects of life. Changes cover attitude to commune management many aspects important in life of will be one of the indicators of being citizens. They mainly regard transport “smart”. Taking into account direction and ecology, however changes in of development of the worldwide energy and construction industries economy, it is the pursuit of an intelligent are also essential. It is very important commune that will establish new trends to develop new methods and manners for next years, and which will prove of communication with citizens, as we attractiveness of a given entity. need to remember that citizen is most important. Any innovations and changes Częstochowa already undertakes many are to make the citizen life easier and actions within the above-mentioned more pleasant. field. They mainly involve sustainable managing of energy, thanks to which We can conclude that all actions are savings from purchase of power in aimed at becoming attractive for 2017 are foreseen at the level above the citizen. An attractive city, which 8 mln compared to tariff prices. attracts new students and citizen is Transport questionnaires are conducted also attractive for investors. •

Outsourcing&More | January – February 2017

Fragment of DK1 highway after reconstruction Pic. Anna Mielczarek

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

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INVESTMENTS

Investment projects in Pomerania in 2016 It’s been another good year for FDI inflows to Pomerania.

Tri-City recorded 11 investment projects (9 new ones and 2 reinvestments), which will create over 1,000 new jobs.

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Outsourcing&More | January – February 2017

INVESTMENTS

The year 2016 was another good year in terms of attracting foreign investments.

11 new projects clearly strengthened the position of Tri-City on the Polish market as a short list location Similarly to previous years, 2016 was dominated by modern business services represented primarily by the Nordic countries and from the US. Tri-City is currently one of the fastest growing markets in Poland. There are over 100 business service centers that employ more than 21,000 specialists. The vast majority of centers specializes in IT services (ITO centers) and financial processes.

– Analyzing projects supported by Invesy in Pomerania initiative we can say that Tricity is usually short-listed by the investors considering business services and IT projects in Poland. Our region is very popular among companies in these sectors – says Anton Koval, Project Manager in Invest In Pomerania. Last year theree IT companies announced to have their centres here: Quad Graphics (American capital, one of the largest printing companies in Europe), Infotjenester (from Norway, software development for HR) and Eurofins Digital Testing (from Belgium, software testing).

In 2016 seven companies from BPO / SSC sector also decided to start new projects or expand significantly the existing one.

– Two Swedish companies, Eltel and DGC, invested in the region and also Fujifilm.

The potential of Tri-City was also appreciated by corporations that already have their headquarters here and they have decided to expand their investment projects.

Manpower Group Solutions RPO launched one of the four regional Competence Centres responsible for running projects in the EMEA region. On the other hand, DNV GL, world-biggest classification society, opened its Center for Shared Services and Wipro, a company of India, decided to expand its business and employ another Outsourcing&More | January – February 2017

200 people. It is also worth to mention the project of Intel, which decided to build one of its three global HR centers in Gdansk and will employ more than 100 people – lists Marcin Grzegory, Deputy Director of the Invest In Pomerania.

In 2016 we also attracted a manufacturing company – Chunxing opened in Gdansk their aluminum castings prototyping workshop. Chunxing products are designed for the telecom industry.

This is another greenfield investment from China in Pomerania in recent years which proves two points: that Pomerania should look for investors in the Far East and that electronics is must be considered a top priority sector. In the region there are several very large companies like Flex, Jabil and Lacroix Electronics, which have their own sub-contractors, who can be potential investors.

In Tri-City there are over 100 business service centers that employ more than 21,000 specialists.

– Tri-City, and Pomerania definitely developed as a market for investors, so that it can compete for the largest investment projects in Poland and in Central and Eastern Europe. In the near future we will observe further influx of companies, and in the first half of the year we will announce the new investors that will locate their businesses in the region – concludes Marcin Piątkowski, director of Invest in Pomerania. investinpomerania.pl

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CAREER & DEVELOPMENT

HR NEWS Karol Patynowski to be appointed Director of Regional Markets at JLL Karol Patynowski has nearly 10 years' experience on the commercial real estate market in the areas of advisory services provided on behalf of companies searching for office space.

He is responsible for conducting projects for JLL’s corporate clients and providing services related to the preparation and implementation of lease strategies as well negotiations of commercial terms.

JLL appoints Anna Młyniec as International Director Anna Młyniec, Head of Office Agency and Tenant Representation at JLL Poland, has been promoted to International Director, the firm’s most senior leadership level. She is the second woman, after Agata Sekuła, from JLL’s CEE structure, as well as one of 50 women globally to hold such a senior position.

HB Reavis appoints George Leslie as new Head of Investment Management European developer HB Reavis has appointed George Leslie as its new Head of Investment Management.

In this new role, Leslie will lead and grow HB Reavis’ Investment Management business and support the company’s

58

international expansion plans. George Leslie has eighteen years of experience in Europe, with a focus on CE, working on behalf of financial institutions in a broad range of undertakings. He was formerly head of CEE at GLL, where he managed more than €1 billion of transactions in core, JV-development and value-add investments in Poland, Czech Republic, Hungary and Romania.

Kamil Pakosz has joined Savills

Anna BartoszewiczWnuk appointed Head of Workplace Advisory at JLL JLL Poland is delighted to announce that Anna BartoszewiczWnuk, previously Head of Research and Consulting, is to become Head of Workplace Advisory.

Kamil Szymański has recently joined Savills as Associate Director in Industrial and Logistic Agency Kamil Szymański in his new role will be responsible for comprehensive brokerage and transactional support to logistic tenants as well as key clients in Poland. Kamil has over 12-years’ experience in TSL (Transport Services & Logistics) and industrial real estate sectors gained in such companies as DHL, TNT and JLL.

Kamil Pakosz has joined Savills Tenant Representation Department as new business manager in Wrocław office.

Kamil will be responsible for building and enhancing relationships with clients, promoting Poland as a target market for foreign direct investment and developing Savills position in Polish regional cities.

Colliers International announces the promotion of Emil Domeracki to the position of Associate Director in the Investment Services Emil Domeracki joined Colliers International in 2008.

He specializes in land acquisition and cooperates closely with land owners, investors and developers looking for plots for commercial use and residential projects. Emil’s role is to search for land, represent investors during negotiations, coordinate the due diligence process, prepare market and financial analysis and feasibility study reports.

Mateusz Polkowski has been appointed Head of Research and Consulting at JLL Poland. He will manage a team of seven analysts – all experts in the area of commercial real estate.

Outsourcing&More | January – February 2017

CAREER & DEVELOPMENT

JLL appoints Frank Pörschke as President EMEA Markets in expanded EMEA Management Board role; Timo Tschammler steps up as CEO JLL Germany JLL has appointed Frank Pörschke to the role of President EMEA Markets, with responsibility for 14 of the company’s European country businesses.

Mr Pörschke, who is already a member of JLL’s EMEA Management Board and currently also country head of JLL in Germany, takes on the newly created position, reporting to Guy Grainger, EMEA CEO, with effect from 1 January 2017.

ContactCenterWorld.com announced the 2016 Industry Champions Awards for individuals and companies who have helped shape the industry in the last year The awards, an annual program from ContactCenterWorld.com – the Global Association for Contact Center Best Practices & Networking.

The 2016 Individual Award winners are (for each country): – Bangladesh: Mahmud Alam – Indonesia: Nathalya Wani Sabu – Japan: Hideki Inada – Kuwait: Cobus Crous

Rafal Jarosz awarded the title "2016 Industry Champion" At an amazing awards gala and dinner to celebrate the best in the contact center world, Raj Wadhwani, President of

– Singapore: Angie Tay – South Africa: Marlon Samson – Turkey: Tulay Dogrular – USA: Sandy Morrison

Marcin Faleńczyk has been appointed as the head of Tri-City office at international advisory firm JLL Marcin Faleńczyk graduated from the Faculty of Law at the University of Gdańsk as well as post-graduate studies in the area of investment process at the Warsaw School of Economics. He worked as the Deputy Director at Invest in Pomerania (which he also co-established) for nine years.

Magdalena Reńska joins Skanska Due to Skanska Property Poland’s debut on the Tri-City market and the company’s dynamic development in both Łódź and Poznań, the company has decided to expand its leasing team.

At the beginning of 2017, Skanska Property Poland appointed Magdalena Reńska as Regional Leasing Director.

Magdalena will be responsible for the leasing of office projects in Region North.

Magdalena Reńska is also involved in academic activities. She participates in "Building Commercialization" – the innovative, post-graduate studies at the University of Gdańsk under the Faculty of Management, where she is also a university lecturer.

– Malaysia: Saravanan Belusami – Myanmar: Philip Joseph – Nigeria: Abiodun Adeoye – Poland: Rafal Jarosz

Bartłomiej Łepkowski has joined Savills

Bartłomiej Łepkowski has joined Savills as Director, Head of Property and Asset Management.

In his new role, he will supervise both retail and office property management lines as well as focus on business development in the area of property and asset management.

Bartłomiej brings nearly 20-years’ experience in real estate and banking, including property and asset management, leasing and restructuring. Prior to joining Savills, for 10 years he worked at Knight Frank, where most recently he was responsible for property management of whole portfolios and single assets. He managed a team of over 50 professionals spread over Poland. He was also in charge of asset management services (high and best use advisory, corporate governance and SPV management) of different types of properties, including distressed assets, mixed use buildings and development sites.

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Who costs the silence?

– so cross-cultural effects of silence How much would an idea be worth to you, a suggestion, or a point of view of an employee that would rescue a project, product, or perhaps the whole business?

Each manager experiences ecstasy when his employees come up with solutions.

The feeling when you know that you are not alone, knowing that you hire the right, responsible, competent employees causes joy and satisfaction and provides fullfilment. You go home happy and you can not wait for the next joint ventures.

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

Silence in the organization – a multi-level construct that affects not only individuals, but projecting the work teams, limits the development of the entire organization.

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the preferences of employees, working in a team or as individual, sharing of information, integrating multiple perspectives, exchanging experiences and confronting differences, significantly increases the chances of success and the realization of its aims. For this to happen the necessary condition is to speak one’s mind. And here we come to the point: silence in the organization – a multilevel construct that affects not only individuals, but projecting the work teams, limits the development of the entire organization. Silence is when Sounds unreal? Do you fight every the employee chooses to remain silent day with time management, pressure, instead of disclosing one’s thoughts. and loneliness? Do you refrain from another reminder of your subordinates? Taking a stand, participating in the Do you know what it takes to engage discussion, and sharing ideas with and inspire your employees in their each other are the attitudes desired by commitment and creativity? Do you get every mature supervisor. Whether the angry and start to believe that nothing employee will actively take part in the can be done? If so, you can stop reading life of the company depends on, one this article at this point. In fact, further hand on his experiences, emotions, content is for those who know that beliefs and schemes, and on the other first you need to find the cause and hand on the organization’s climate and then apply the appropriate solutions, a managers management style. Silence which lead to the point where the work can affect the whole organization, but becomes a challenge on the top levels of also the individual teams. Therefore, the Maslova pyramid; where bosses and if the idea of one of your silent workers reach a level of performance employees could save the project, and and self-realization as never before. For perhaps the entire business – would those who have reached such a state you like to explore it?

I recommend that you read the following paragraphs as a consolidation of the WHAT’S THE SOURCE OF SILENCE Most of all, we need to be aware results. of the factors inducing employees WHAT'S THE DEAL? to speak or to choose to remain silent.

Modern organizations seem to be aware Firstly, employees must be aware not of the value of cooperation. Regardless of only of the goals, objectives, existing

How much would an idea be worth to you, a suggestion, or a point of view of an employee that would rescue a project, product, or perhaps the whole business?

Each manager experiences ecstasy when his employees come up with solutions.

The feeling when you know that you are not alone, knowing that you hire the right, responsible, competent employees causes joy and satisfaction and provides fullfilment. You go home happy and you can not wait for the next joint ventures.

challenges, problems, but also of the opportunities. In other words, it is not enough to put people on the train.

If you want them to be satisfied with the trip, tell them where the train is going and how long the journey will take. Secondly, what is the real influence of employees on the decision-making process? Can they request a change of a transport, menu, or seating by knowing only the direction of travel? Whether looking out for the destination can affect how you get there and whether these activities can independently demonstrate their competence?

Another issue that determines the decision to (not) express their opinion are emotions experienced by workers in the context of the previous two factors. Better is bad news than lack of information that causes insecurity, disharmony, feelings of humiliation, anger and rage, which, if not expressed, affect every interaction. And so we came to the last factor – the relationship - the human need to be surrounded by attention, care and appreciation.

According to Edward Deci, the autonomy, realtionships with others, and ability to develop and demostrate individual’s competence are universal psychological needs of every human being.

It is difficult to discuss these needs and insist that my employees are different, lazy – or even worse, that they do not have any ambition. I meet with such opinions on the staff frequently.

Outsourcing&More | January – February 2017

CAREER & DEVELOPMENT Underestimating the importance of the internal needs of each individual is a fundamental factor in the assumption that people are silent because they don’t have much to say, they don’t get involved, and they don’t care. As a result of such beliefs we get a whole range of silent behaviors that move us away from the success.

Perhaps you have observed in your organization, or in a team, any of the previously mentioned types of silence. Whether it relates to the needs of autonomy, relationships, and demonstrate their own competence, you should keep in mind that each type of silence can become a habituated silence, which, because of habit, the natural tendency to develop and HOW DO PEOPLE KEEP SILENT? reproduce the behavior of defense can Silence at the organization has many become a characteristic element of the faces. Previously quoted motives climate of your organization and / or and inner needs, if unmet, will team. German scholar, Elisabeth Noellereveal undesirable behavior, which Neumann, called this phenomenon the any self-respecting manager would spiral of silence. She has proved that prefer to avoid. Researchers Craig C. even if certain people notice problems Pinder and Karen P. Harlos, from the they do not choose to respond if the University of Winnipeg, have defined culture and standards adhered by several types of silence which can be a given community do not promote such adapted to the aforementioned needs behavior. and ability to satisfy them. First of all, I suggest the assumption that people Staying silent, especially in difficult have their own opinions, thoughts, situations in an organization does not suggestions, and that their creativity solve anything. It causes the problems is a universal phenomenon. Therefore, to somehow "descend beneath the how do we actually know which of the surface" and become seemingly less requirements is not satisfied, and what visible. Such action can cause a number exactly is the cause of silence? Here is of negative consequences, not only for a brief characterization of organizational the "silent" workers. silence:

spiral of silence eventually stops, but it will be the beginning of the separation spiral and mutual grievances. People say so; therefore do not be afraid of being assertive and consciously valuing employees. Just do so, so they talk to you and not about you. Listen in order to understand, not to respond.

The old truth says that people come to the company, but move away from the boss. Build trust, mainly to yourself, the rest will follow. Being self conscious will help you recognize the needs of the employees and will help build a rewarding work environment. To read about other ways to break the silence, to identify the attitudes of employees, and their promoting and preventive approach to the tasks, I invite you to read the next issue of the magazine. •

• Acquiescent silence, the intent to DOES IT CONCERN ME? refrain from making comments and In conclusion, the identified causes of suggestions related to a sense of silence are the elements of a social nature resignation and small opportunities – conformity, diffusion of responsibility, to influence the reality. People will and organizational factors – leadership, be so silent, if they do not have management style, and organizational a sense of commitment. climate. Research shows that employees • Defensive silence, the activity level of anxiety, the need for self-defense, take the floor if the behavior of the direct supervisor favors it. If you do not deliver in order to avoid punishment. the information, the uncertainty and It may seem to you that you create the appropriate circumstances for insecurity will increase. Without a sense initiative, demonstrating ideas. of the impact on reality, the involvement If, however, demonstrating initiative of a worker falls and defensive attitudes threatens negative consequences, will strengthen. In relation to work, the employee is silent because co-workers and the company such high disclosure of their views may expose intensity of negative emotions will him to lose his image, status, and cause the number of conflicts to grow. sometimes even position.

There are cut ofsf of access to creativity • ProSocial silence, that is, there is and the productivity is minimal. Silence nothing that unites like a common reduces job satisfaction and can result enemy. Employees do not speak in the decision to leave an organization. loudly in order to protect the interests of the group. Often, they Consequently, all these fac tors are also convinced that maintaining undoubtedly influence the cost of the silence is the best way to preserve organization and its development. the relations.

• Deviant silence – the darkest side In the case of the young generations of of silence, when workers silently workers it seem to be easier – research observe you or others while making shows that young people are more wrong decision. With this kind open and more easily expressing their of silence, as researchers Aminah opinions.

That is the fact, however, if the Ahmad and Omar Zoharah pointed unspoken opinion will not follow respect, out, there are involved behaviors, recognition and cooperation, these such as aggression, sabotage and other destructive behavior. people will just leave. Perhaps the

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Permanent employment, contracting or outsourcing: what’s the best way to get IT specialists in Poland?

IT specialists are the most sought-after group of employees on the market today, allowing them to dictate terms to employers. In addition to the level of compensation and opportunities for professional development, IT specialists are placing increasing emphasis on the form of the employment relationship. On what bases can companies work with IT specialists, and which of the solutions will be optimal for both sides?

The labour market in the IT sector offers employers and employees many structures for working together. Each of these groups has its own interests; each focuses on different aspects, which suggest to them a certain structure for the relationship. In the case of IT specialists, we are undoubtedly dealing with an employee’s market, so finding high-quality experts requires great flexibility from employers, and in many areas: compensation, opportunities to develop, benefits and, in fact, the ability to choose the form of the relationship. Increasingly often, experienced specialists want to work as contractors, employed only for the duration of a given project; to have the ability to select their employers; and even to work on several projects from various companies simultaneously, which gives them the opportunity to earn additional money. Familiarity with the various types of relationship available on the market allows employers to meet the expectations of IT employees, while optimising costs.

for those who have their own companies. It’s worth offering a work contract to young people, students in their final years or recent graduates of computer science programmes, who are taking their first steps on the labour market. Most people at PERMANENT EMPLOYMENT the beginning of their careers value this kind of relationship, A full work contract is the most popular form of employment. which allows them to focus on their own development. All the Unfortunately, it fails to deliver in the case of most IT specialists, additional aspects of running their own company may hinder particularly those with several years of experience. We can them in acquiring practical experience in their first job. even say that companies offering candidates a work contract may have problems finding very experienced IT specialists, CONTRACTING because they prefer self-employment or other types of One of the most flexible forms of working with IT specialists employment relationship, which give them independence. is hiring contractors for the time of a given project, an Additionally, in light of the high employment costs borne by arrangement known on some markets as body leasing. the employer, net compensation for IT specialists working on The greatest advantage of this form of employment is its permanent contracts may be lower by as much as 25-30% than flexibility, which proves its value most clearly in the case of

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CAREER & DEVELOPMENT project work, but is also used in longerterm relationships. A project may last anywhere from several days to several years. For candidates, this is an attractive form of employment, because they don’t have to work with the employer permanently, and can choose the projects they are engaged in. Meanwhile, the company, knowing the candidate’s rates, can budget the entire project – or, taking the opposite approach, it can choose the right specialist to fit the budget.

A great help for companies using this form of employment is the support of a partner who specialises in finding and delegating contract employees. It’s worth talking with representatives of several firms to compare the terms they, their recruitment methods as well as the conditions they offer to contractors.

The duties of the company include recruiting the right people, arranging all administrative and payroll formalities, and most importantly ensuring an immediate replacement in the case of an illness or vacation by the contractor.

For a partner who specialises in delegating workers on contracts, finding a replacement does not pose a problem, because they have their own base of freelancers. When the project ends, the contractor completes their work with a given employer, and the company does not bear the costs associated with employing a person for which it may no longer have any work. Meanwhile, as long as the project lasts, the company has access to a high-quality specialists with varied project experience, which would be difficult for a single employer to achieve.

IT SPECIALISTS OUTSOURCING

Another form for the relationship is outsourcing the IT function to an external company that specialises in a given area.

This is a solution applied in both small and large companies. Depending on the company’s profile and the size of the IT department, it may outsource one or several areas, e.g. helpdesk, testing or development of the technology in which it specialises.

"One of the most flexible forms of working with IT specialists is hiring contractors for the time of a given project, an arrangement known on some markets as body leasing." a staff of several dozen people delegated exclusively for its needs. Work within a service-provision framework is most often long-term, and the supplier is paid based on the effects of the work, its quality and reliability.

EMPLOYER PRACTICES

Just a few years ago, employers definitely preferred to hire all employees on permanent employment, including those in IT departments. Today this situation has changed. The clear majority of companies limits the permanent positions in their IT departments to managerial and administrative roles.

Meanwhile, other forms of employment are most commonly used by developers and testers, in light of the specific nature of their work. Companies use body leasing and outsourcing of IT employees, because it allows them to concentrate on their core business. Selecting the right partner is the key to being able to work with top specialists, providing highquality services at an attractive price.

The relationship needs to be individually tailored, and adjusted to the company’s current needs.

under an employment contract, and selfemployment as freelancers. Permanent employment is chosen by people who are seeking a long-term, stable relationship.

They’re not interested in constantly looking for new projects. Such people typically enter a relationship with an employer for at least two or three years.

Self-employment is chosen by people who like to work from project to project, and value freedom in choosing their assignments and performing their work.

This also makes it possible for them to participate in several projects at the same time, and even to work for several companies. Undoubtedly, this type of work offers the opportunity to gain vast, varied experience. People who work as freelancers undertake specific tasks or projects in a timeframe agreed on with the employer. They are engaged in the project, but they’re not tied to the company.

In seeking the best model for hiring IT specialists, it’s worth comparing various structures for the relationship, and getting to know their pluses and minuses. This allows a conscious decision concerning the employment structures THE BEST SOLUTION FOR THE offered to IT specialists. This may EMPLOYEE increase a company’s attractiveness as IT specialists have high demands for an employer, and optimise its operating their future employers, and treasure their costs. • freedom. The most important thing is to approach them individually, listen to their needs and, if the company is able, to accept the form of employment that the candidate prefers. Employers who can of fer flexible working relationships are more valued by candidates.

In a small company this may lead to the hiring of an external company offering IT support services (a helpdesk). In practice, this is IT service dependent The candidate’s preferred form of on the needs of users, involving the employment very often depends on delegated specialist spending several their current professional or personal days in the company. Meanwhile, in the situation. Typically, IT specialists have case of a large company, this may be a choice between permanent work, Outsourcing&More | January – February 2017

Małgorzata Zalewska Sales Manager IT LeasingTeam Sp. z o.o.

Marek Mrozowski Recruitment Manager IT LeasingTeam Sp. z o.o.

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CAREER & DEVELOPMENT

RECRUITMENT ADS RECRUITER:

REFERENCE NUMBER: 22683 CONTACT: AGNIESZKA KULIKOWSKA

Shared Services Director (Salary 360,000 PLN/Year) About our client: Our client is an international company operating across many markets worldwide. We are currently seeking to recruit an experienced and hands-on Shared Services Director who support them in establishing and subsequently managing a new finance center in Warsaw that will service the Europe region. The chosen candidate will be the global accounting process owner and will also manage two other smaller shared services teams in Asia and the Americas.

Job description: • • • • • • • •

Provide project leadership for the design and implementation of Global Accounting Services Responsible for creation, management and development of the Global Accounting Services Set up Global Accounting Services strategy, goals, policies, procedures and governance structure Coordinate the accounting services in alignment with the new ERP systems deployment and upgrades Monitor and lead service levels for each region and drive execution of action plans when required Set-up and monitor KPI’s and quality control processes Maintain a strong focus on execution and deliver short term results and successes while moving towards the long term vision Close collaboration with Regional Corporate Finance Heads, Global Corporate Finance Head and the CFO

Candidate profile: • • • • • • • • • • • • • •

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Provide efficient and compliant accounting documents developing and communicating relevant procedures Manage transactions and reporting to ensure smooth internal and external controls Approval of related accounting services projects/program scope and planning Support the growth of the center and lead and manage a team of 50+ University Degree in Finance & Accounting or related area, MBA preferred 10+ years in accounting or finance management leadership role Several years' experience gained in Shared Services Centre or equivalent Experience of operating within IFRS and exposure to external auditors Understanding of the various corporate finance operations, controls, and procedures required Facilitation of multi-level relationships Familiarity with continuous improvement programs and implementation strategies Solid experience in project & innovation management with a high degree of result orientation Proven track record in managing multiple priorities Fluency in English language is a must, preferably also other European languages

Outsourcing&More | January – February 2017

CAREER & DEVELOPMENT

RECRUITER:

CONTACT: KAROLINA JARMOLIŃSKA KAROLINA.JARMOLINSKA@GRAFTON.PL

Senior Buyer with English (Salary: 14,000 PLN/m gross) Responsibilities: • • • •

Define and execute a strategy for developing the assigned key food suppliers Optimization of Total Cost of Ownership Operation and management of budget Over 3 years of experience in purchasing goods

Requirements: • Bachelor or Master degree in Economics/Business studies or similar • Very good knowledge of English and German • Proficiency in using Excel

RECRUITER:

CONTACT: ANETA MOZYRSKA ANETA.MOZYRSKA@GRAFTON.PL

Business Development Representatives with Spanish (Base salary: 7,500 PLN/m gross) Duties: • • • •

Cooperate with Account Executives with the objective of creating marketing qualified leads for the sales force Research and build new and existing accounts (i.e. adding contacts, sending emails, cold-calling) Generate new business opportunities to fuel the sales pipeline Work with Product Marketing and Sales teams to become knowledgeable in all company's products and servicesZarządzanie

Requirements: • Fluent knowledge of Spanish and English • Software, sales or other relevant business experience • Excellent communication and presentation skills

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How to manage diversity effectively?

5 years of Capita Poland Interview with Elżbieta Zielińska, HR Director at Capita Polska Outsourcing&More: How many employees does Capita in Poland have?

Elżbieta Zielińska: Capita is a UK leader in technology-enabled business process management and outsourcing solutions and has over 75,000 employees working across 350 sites around the world. In Poland, in our two business centers located in Krakow and Lodz we have on board over 800 people and we are growing all the time.

O&M: What is your employees’ professional profile? What kind of qualifications do you look for when you process applications?

E Z: We were built on talent, entrepreneurial spirit and a keenness to use the latest technology. Therefore we look for individuals who aren’t afraid of challenges, are flexible, independent and open for development. Their goals should be grounded in our company values – Openness, Ingenuity, Collaboration and Effectiveness (we call them our VOICE values). Through these values, we support our employees in their efforts to grow and develop. Due to the British background of the company and international projects, working knowledge and fluency in English is essential. Capita supports a wide range of public and private sector clients to improve service to their customers in different areas: finance, HR, trainings, law, Real Estate, insurances and even pet claims! Therefore, surprisingly, we often look for vets.

Elżbieta Zielińska Human Resources Director, Capita Polska

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which helps and accelerates develop‑ ment of many competences and talents.

Moreover, they will find with us worklife balance, a friendly atmosphere and a range of company benefits.

O&M: Nowadays, especially in BPO sector, recruitment teams meet a big challenge – multi-generations work environment. How do you cope with this big challenge and how do you combine completely different needs of Baby Boomers, Gen X, Millennials or the youngest – Generation Z? EZ: As I’ve said before, one of our values is diversity. Capita has a diverse workforce, with employees coming from a wide range of backgrounds, possessing different strengths and weaknesses, different age, nationality or culture. The average age of our employees is 30 years old, so the majority are Millennials, but we warmly welcome also very young people – students and graduates, but also experienced professionals who manage and lead our teams.

They like to share their knowledge.

EZ: I would recommend following our career site: http://www.capita.com/ careers, where we put all open positions.

Of course, the candidates can send an email with their CV or resume directly to our HR department: rekrutacja@capita. com. If the profile meets our recruitment expectations, we will certainly return with feedback. Please – do not hesitate to contact our recruitment team!

O&M: What was your career path in Capita?

EZ: Well, in fact I joined Capita in 2011 as HR Manager, creating department structures and HR policies for Business Centre in Krakow. Last year, we celebrated our 5th Anniversary, time flies here at Capita. There’s so much happening here, many different projects and their diversity keeps us moving on and looking for new challenges. Since 2011 the Krakow Business Centre with only 20 employees has been developing quickly, becoming a strong player in the Polish BPO sector with a team of over 550 professionals. Today Capita Poland, with two Business Centres in Krakow and Lodz, hires over 800 employees. I’m O&M: How should potential candi‑ already excited about what the future dates apply? will bring! •

O&M: What can your new joiners expect?

EZ: Mainly diversity, in many aspects.

If we talk about graduates, who have just started their professional life, they can expect to develop their skills in different areas and projects, short or long-term ones. Capita creates an environment Outsourcing&More | January – February 2017

We’re all about talented people At Alexander Mann Solutions, we’re passionate about helping companies and individuals fulfil their potential through talent acquisition and management.

We’re hiring.

Meaning you have the opportunity to join a team of 3,200 colleagues partnering with Global brands in over 30 languages and 80 countries – including Poland.

Join our team.

E / recruitment@alexmann.com W / alexandermannsolutions.com