Global Outsourcing

SPECIAL ADVERTISING SECTION “My job is to make sure that

risk is not a trade-off in here” Robert Marley, ISS Technical Specialist in The 2013 Critical Infrastructures, worldwide GLOBAL OUTSOURCING

in Banks around the world turn to Bob and ISS for deep insights into partners hip minimising risk and maximising uptime. Bob works closely with with clients to manage and limit the operational risk of a property’s critical systems and infrastructure. And, thanks to Bob’s commitment, they can rest assured. Risk management is an integral part of what ISS can do for you. We are half a million committed people, serving your people with tailored solutions and a human touch. All so you can grow your business. 

ISS ADvert 203x267mm_Fortune_Bob-risk_010413.indd 1 04-04-2013 13:30:00 “My job is to make sure that

risk is not a trade-off in here” Robert Marley, ISS Technical Specialist in 2013 Critical Infrastructures, worldwide

Banks around the world turn to Bob and ISS for deep insights into minimising risk and maximising uptime. Bob works closely with clients to manage and limit the operational risk of a property’s critical systems and infrastructure. And, thanks to Bob’s commitment, they can rest assured. Risk management is an integral part of what ISS can do for you. We are half a million committed people, serving your people with tailored solutions and a human touch. All so you can grow your business.

ISS ADvert 203x267mm_Fortune_Bob-risk_010413.indd 1 04-04-2013 13:30:00 SPECIAL ADVERTISING SECTION

The Building 2013 Productivity, GLOBAL OUTSOURCING Step When they go shopping for outsourcing partners, more and more companies are looking to establish strategic, collaborative by relationships with advisers they can trust. Step

Innovation is the not-so-secret sauce of ers are working more closely. Together they are a successful business—a way to stay one step developing innovative, often end-to-end solutions ahead of the competition and get one step closer and even changing business models.” to customers. Yet for a long time, it wasn’t always an essential ingredient in outsourcing. Cost reduc- Part of the Dialogue tion was key, and there were ways to do it without The shifting focus from savings to value can be being terribly creative, especially if a provider’s seen in the major trends shaping today’s outsourc- labor force was inexpensive enough. ing industry. “One thing we are seeing is a healthy Those days, however, are largely over. And for shift toward domestic outsourcing,” says Marc leading providers and customers, that’s a very Mancher, the U.S. national leader for Deloitte’s good thing. Increasingly, companies are look- Outsourcing Advisory Services. “Price is no longer ing for strategic and collaborative outsourcing the sole factor when choosing a provider. Organi- relationships—where savings are important, but zations want to reduce other risks, too.” Instead of where it is also crucial to find, and deliver, new immediately looking offshore, they are considering kinds of value. Providers that are embracing domestic options and asking if they provide the this shift are finding they’re not only giving their greater sum of benefits. “It’s absolutely part of customers what they need but also differentiating every dialogue today,” says Mancher. themselves in the process. One factor that can tip the scales toward a “We have entered a new age specific provider is the scope of ser- of outsourcing, where more vices it offers—how involved, customers are viewing their and invested, it can be suppliers as key strategic in the organization’s partners,” says Debi business. “There’s Hamill, CEO of the In- a definite trend ternational Associa- toward vertical tion of Outsourc- integration,” says ing Professionals Mancher. “Cli- (IAOP). “And ents are saying, partnership ‘I don’t want 12 really is the key vendors, I want term, as provid- (Continued on ers and custom- page S7)

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IAOP GLOBAL OUTSOURCING 100 Leaders NO. Company Website Services/key strength* The 1 ISS issworld.com Facility Svcs. BP 2 Accenture accenture.com IT & Comm. Mgmt. BP 3 Wipro Technologies wipro.com IT & Comm. Mgmt. BP 4 CBRE cbre.com Real Estate & Asset Mgmt. BP 2013 5 Infosys infosys.com IT & Comm. Mgmt. BP 6 HCL Technologies hcltech.com IT & Comm. Mgmt. BP GLOBAL 7 CSC csc.com IT & Comm. Mgmt. MC OUTSOURCING 8 Sodexo sodexo.com Facility Svcs. DC 9 NCR ncr.com IT & Comm. Mgmt. BP 10 Johnson Controls johnsoncontrols.com Facility Svcs. BP 11 Pitney Bowes Services Solutions pb.com Document Mgmt. BP 12 Aegis Limited aegisglobal.com CRM BP 13 Capgemini capgemini.com IT & Comm. Mgmt. CR 14 Amdocs amdocs.com IT & Comm. Mgmt. BP 15 Genpact genpact.com Financial Mgmt. MC 16 Jones Lang LaSalle joneslanglasalle.com Real Estate & Asset Mgmt. MC 17 Colliers International colliers.com Real Estate & Asset Mgmt. MC 18 Sutherland Global Services sutherlandglobal.com Indus.-Specific Svcs. CR 19 Newmark Grubb Knight Frank ngkf.com Real Estate & Asset Mgmt. MC 20 TIVIT tivit.com.br IT & Comm. Mgmt. BP 21 TeleTech teletech.com CRM MC 22 CGI cgi.com IT & Comm. Mgmt. MC 23 Cassidy Turley cassidyturley.com Real Estate & Asset Mgmt. CR 24 Firstsource firstsource.com Indus.-Specific Svcs. CR 25 Diebold Integrated Services® diebold.com Indus.-Specific Svcs. BP 26 Xchanging xchanging.com Transaction Proc. BP 27 Neusoft neusoft.com Indus.-Specific Svcs. MC 28 Donlen Corporation donlen.com Corporate Svcs. MC 29 EPAM Systems epam.com IT & Comm. Mgmt. BP 30 Softtek softtek.com IT & Comm. Mgmt. CR 31 Syntel syntelinc.com IT & Comm. Mgmt. DC 32 Williams Lea williamslea.com Marketing MC 33 transcosmos trans-cosmos.co.jp CRM MC 34 Getronics Workspace Alliance workspacealliance.com IT & Comm. Mgmt. CR 35 iSoftStone Information Technology isoftstone.com IT & Comm. Mgmt. BP 36 Canon Business Process Services** cbps.canon.com Document Mgmt. DC METHODOLOGY 37 ARAMARK aramark.com Facility Svcs. DC 38 hisoft Technology International*** pactera.com IT & Comm. Mgmt. BP Scoring was based 39 VanceInfo*** pactera.com R&D MC on a review of applications by an 40 ITC Infotech itcinfotech.com IT & Comm. Mgmt. DC independent panel 41 Luxoft luxoft.com IT & Comm. Mgmt. MC of judges with 42 HGS teamhgs.com Transaction Proc. MC some additional 43 LeasePlan USA us.leaseplan.com Real Estate & Asset Mgmt. CR fact-checking. Final 44 Sitel sitel.com CRM DC ranking was based on a weighted average 45 Serco serco.com CRM CR of four distinguishing 46 tgestiona tgestiona.com.pe Logistics BP characteristics: size 47 Insigma insigmaus.com IT & Comm. Mgmt. BP and growth rate; 48 Sykes Enterprises sykes.com CRM MC customer references; 49 WNS Global Services wns.com Indus.-Specific Svcs. MC demonstrated competencies; 50 Infotech Enterprises infotech-enterprises.com Indus.-Specific Svcs. BP and management 51 ChinaSoft International chinasofti.com Indus.-Specific Svcs. MC capabilities. *KEY STRENGTH BP = Balanced Performance; CR = Customer References; DC = Demonstrated Competencies; MC = Management Capabilities ** Formerly Océ Business Services; *** NoW Pactera

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IAOP GLOBAL OUTSOURCING 100 Leaders NO. Company Website Services/key strength* 52 Datamatics Global Services datamatics.com IT & Comm. Mgmt. BP The 53 Indecomm Global Services indecomm.net IT & Comm. Mgmt. CR 54 Persistent Systems persistentsys.com R&D BP 55 Procurian procurian.com Marketing DC 56 Expert Global Solutions (EGS) egscorp.com Financial Mgmt. MC 2013 57 Kelly Outsourcing & Consulting Group kellyocg.com HR Mgmt. DC 58 SPi Global spi-global.com Document Mgmt. MC GLOBAL OUTSOURCING 59 Stefanini stefanini.com IT & Comm. Mgmt. MC 60 Ceridian ceridian.com HR Mgmt. CR 61 NEORIS neoris.com IT & Comm. Mgmt. MC 62 Cybage Software cybage.com IT & Comm. Mgmt. MC 63 RR Donnelley Global Outsourcing rrd.com Document Mgmt. DC 64 Banner Managed Communication banner-managedcommunication.com Marketing CR 65 Quatrro quatrro.com Financial Mgmt. DC 66 Hexaware Technologies hexaware.com IT & Comm. Mgmt. DC 67 Mastek mastek.com IT & Comm. Mgmt. MC 68 IBA Group ibagroupit.com IT & Comm. Mgmt. CR 69 Altisource altisource.com Real Estate & Asset Mgmt. CR 70 Unisys unisys.com IT & Comm. Mgmt. MC 71 Towers Watson towerswatson.com HR Mgmt. CR 72 Ci&T ciandt.com IT & Comm. Mgmt. CR 73 Integreon Managed Solutions integreon.com Legal DC 74 Swiss Post Solutions swisspostsolutions.com Document Mgmt. MC 75 VADS Business Process vads.com CRM BP

IAOP GLOBAL OUTSOURCING 100 rising stars NO. Company Website Services/key strength* 76 Intetics intetics.com R&D BP 77 Bleum bleum.com R&D BP 78 Prominente prominente.com.ar IT & Comm. Mgmt. BP 79 ReSource Pro resourcepro.com Transaction Proc. BP 80 Auriga auriga.com R&D CR 81 DATROSE datrose.com HR Mgmt. BP 82 Nagarro nagarro.com IT & Comm. Mgmt. CR 83 Oxagile oxagile.com IT & Comm. Mgmt. MC 84 Itransition itransition.com IT & Comm. Mgmt. CR 85 TEAM International teaminternational.com IT & Comm. Mgmt. MC % 86 First Line Software firstlinesoftware.com R&D CR 50 87 Freeborders freeborders.com IT & Comm. Mgmt. MC of respond- 88 Cross-Tab Marketing Services cross-tab.com Marketing MC ents said 89 The Pythian Group pythian.com IT & Comm. Mgmt. MC they wanted 90 Xceed xceedcc.com Transaction Proc. BP to use 91 AbsolutData absolutdata.com Marketing MC outsourcing 92 Artezio artezio.com IT & Comm. Mgmt. MC to increase 93 Harbinger Systems harbinger-systems.com IT & Comm. Mgmt. BP their flexibility. 94 Reksoft reksoft.com IT & Comm. Mgmt. CR SOURCE: iaop 2012 95 LegalBase legalbaselaw.com Legal MC state of the 96 AGS Health agshealth.com Indus.-Specific Svcs. CR Industry Survey 97 Synygy synygy.com Transaction Proc. MC 98 National Medical Billing Services nationalascbilling.com Indus.-Specific Svcs. CR 99 Riverwood Solutions rwsops.com Product Mfg. MC 100 Miratech miratechgroup.com IT & Comm. Mgmt. CR

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IAOP World’s best Outsourcing Advisors If there NO. Company NO. Company is any 1 Deloitte Consulting 11 Booz & Company trend 2 KPMG 12 Bird & Bird 3 Avasant 13 Mayer Brown that is 4 Alsbridge 14 Zinnov Management Consulting reshaping 5 Elix-IRR 15 Morrison & Foerster the way 6 Ernst & Young 16 Sheppard Mullin outsourced 7 Baker & McKenzie 17 Matryzel Consulting services 8 Pace Harmon 18 Hunton & Williams are 9 Kirkland & Ellis 19 Pillsbury Winthrop Shaw Pittman delivered, 10 Quint Wellington Redwood 20 Foley & Lardner it is the rise of three strategic vendors that can provide not only customer’s business, you see the big picture, you technology. legacy horizontal services, but can also provide see better and more efficient ways of handling vertical business services.’ They want third par- a process or improving a system,” says Graven- ties to strategically plug into all pieces of their horst. “That lets you increase productivity and business model, both on- and offshore.” mitigate risk, which in turn lets customers focus One provider that has embraced integra- on developing their businesses.” tion—and leveraged it as a key differentiator—is But integration alone isn’t enough, Graven- ISS Group, a leading facilities services company. horst cautions: “You have to partner with custom- Based in Copenhagen, with operations in more ers in a spirit of openness and transparency. than 50 countries, ISS’s You have to value adaptability and willingness to 530,000 employees pro- change.” That means providing customers with vide a full range of facilities tools that let them monitor and manage servic- services, including clean- es—and fine-tune those tools as new opportuni- GETTING it RIGHT ing, catering, security, and ties and situations warrant. property management. Technology is key. Advances in connectivity and EVERY TIME “In recent years, our data capture and sharing can provide a real-time view into a provider’s operation to see what’s work- hen it comes to customers have realized the benefit of having fewer ing well and what could benefit from some tweaks. developing and managing suppliers taking care of To this end, ISS has developed a management outsourced manufacturing, W their facilities,” says Jeff information system called Insight@ISS. Acces- operational expertise is more important Gravenhorst, Group CEO at sible via a web-based interface, it gives custom- than ever. Riverwood Solutions advises ISS. “In response, we have ers secure and instant access to detailed global the world’s leading technology product developed our Integrated information about ISS services. “It helps ensure companies and innovative start-ups on Facility Services concept, the transparency and high level of service delivery manufacturing strategy, supply chain giving the customer a our customers demand,” says Gravenhorst. performance, operations optimization, single point of contact and sourcing, and supply relationships. The just one company deliver- Opening the Door company also offers managed supply ing all facility services—in- If there is any trend that is reshaping the way chain services with its award-winning stead of having employees outsourced services are delivered—and giving in- Hybrid Outsourced Services Team from many different novative providers a leg up on the competition—it (HOSTSM) model which provides OEMs service providers on their is the rise of technology. The Internet, the cloud, with cost effective, highly responsive premises.” mobile devices, and vastly improved means to cap- management of outsourced manufac- Such integration ture, share, and analyze data are opening the door turing and suppliers half a world away. doesn’t simply foster con- to more services, greater customer satisfaction, Let us be your company’s local feet sistency and convenience. and—for providers—some brand-new markets. on the street. rwsops.com. It also spurs innovative That’s a lesson that has been learned—and approaches to a task or leveraged—by Xchanging, a London-based challenge. “When you are provider of business processing, technology, so integrally involved in a and procurement services that operates in 43

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Outsourcing Advisory SPECIAL ADVERTISING SECTION countries. “Technology is provides an e-wallet service becoming a big disrupter that lets customers pay via Services in providing processes, and Sometimes mobile devices. we need to take advantage you can’t “Once the 4G network of this to create new kinds wait for the was in place and people of services delivered in new right were adopting and using kinds of ways,” says Ken technical devices, it created a com- Strategy Lever, Xchanging’s CEO. “It munity for whom we could foundation Negotiation gives you a whole new path build and offer innovative, to developing services that to be laid— revenue-producing appli- Transition interest the companies and you have to cations,” says Lever. “This Vendor management industries you work with.” proactively is really what processing Xchanging has lever- lay it is going to be about going aged the growth of mobile yourself. forward: providers dem- Deloitte’s Outsourcing Advisory Services: devices and ubiquitous onstrating that they bring On-shore and off-shore outsourcing and connectivity to bring new value, and much of that insourcing advisory capabilities to one of its via technology.” core customer communi- ties: the London insurance Integrated Services market. In February it launched a new It is crucial, too, that providers think long application, called X-presso, which lets term in their relationships with custom- claims handlers and insurers use iPads ers. “You want to create real and lasting to access the Insurers’ Market Reposito- value,” says Michel Landel, CEO of So- ry, a storehouse of more than 25 million dexo, the leader in quality of life services insurance documents. with more than 420,000 employees in “Users can call up documents from 80 countries. “We believe that collective their tablet, annotate them, and put performance is dependent on individual them back in the repository,” says Lever. well-being, so organizations have to place “That’s a big step forward in terms of people at the heart of their thinking.” how the insurance industry—which has This is a challenge, says Landel, traditionally been very paper-based— because it means “reconciling the objec- now works. It gives insurers a better tives of the organization with the needs interface and real-time mobile access of individuals.” As a result, Sodexo’s to the information they need. And it focus—and, indeed, its core business— gives Xchanging a platform on which to is to provide integrated services in a way develop further applications.” that enhances people’s quality of life In leveraging technology, Xchanging, and, in turn, boosts performance. too, has gained a key insight: Sometimes This means understanding the cus- you can’t wait for the right technical tomer and creating tailored offerings. foundation to be laid but have to proac- For a client that operates an oil rig, for tively lay it yourself. That was the case example, Sodexo has developed cus- in Malaysia, where last year Xchanging tomized wellness programs that help helped roll out a high-speed 4G wire- workers maintain emotional ties with less network in partnership with the their families and achieve a healthier Malaysian telecommunications company lifestyle. The result: increased motiva- YTL Communications. It then used the tion, reduced absenteeism, and fewer As used in this document, “Deloitte” means Deloitte Consulting LLP, network as a springboard to develop new accidents. “You have to ask, ‘How do I a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and services and markets. For the Ministry build productivity?’” says Landel. “What its subsidiaries. Certain services may not be available to attest clients of Education, Xchanging deployed and we’ve found is that quality of life plays under the rules and regulations of public accounting. now supports an e-learning environment an enormous role. Focusing on that, Copyright © 2013 Deloitte Development LLC. All rights reserved. Member of Deloitte Touche Tohmatsu Limited that enables schoolchildren to access stressing it, and constantly enhancing educational material from web browsers. it doesn’t just improve outcomes for For Malaysian merchants, Xchanging our clients; it also improves the lives of

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the 75 million people we serve every day.” ing driver calls to hands-on management of daily At the same time, providers need to be on the fleet operations, helps us resolve the head-count constant lookout for changes in their customers’ challenge for clients,” says Jon Toups, senior vice priorities and needs. By homing in—quickly and president, Corporate Fleet, at LeasePlan USA, and accurately—on a shifting focus, providers can the company’s chief sales and marketing officer. develop tools and services that are particularly “It has helped us turn that challenge into a win- relevant. When LeasePlan, the world’s leading win situation, where we are able to strengthen the fleet and vehicle management company, saw an client relationship by fulfilling their fleet needs at emerging focus on safety within its client base, it a lower cost.” developed an array of offerings designed to help At the end of the day, of course, no matter how them manage and improve it. a provider leverages trends or technology—no LeasePlan’s Pursuit of Safety suite of prod- matter how vigilantly it takes the pulse of its cus- ucts includes SafePlan, a tool that helps identify tomers or how innovative its services—collabora- potentially high-risk drivers by deriving ratings tion and communication remain essential. “A key from driving records and accident histories. Other differentiator for us has always been a ‘high- components include driver training and telemat- touch’ level of service,” says Toups. “New tools, ics—using a variety of technologies, including new technologies—they’re all great. But you have GPS and engine diagnostics, to provide real-time to use them as complements, not replacements, vehicle data. for the consultation and guidance you provide to Spotting trends quickly means getting the clients. That’s what creates a true partnership jump on opportunities. Realizing that the “less is and enables success.” ● more” theme of today’s business world was trans- lating into reductions in fleet personnel among To advertise in our Global Outsourcing sections, clients, LeasePlan expanded its roster of services. contact Debbie Linehan at 212.522.0767. “A growing menu of outsource services, from field- For reprints, call PARS at 212.221.9595, ext. 437.

CONGRATULATIONS TO THE EMPLOYEES OF LEASEPLAN – AGAIN!

For the second consecutive year, LeasePlan has been honored as a Global Outsourcing 100 Company by the International Association of Outsourcing Professionals®!

The entire management team would like to thank you for proving, “it’s easier to leaseplan” every single day!

The LeasePlan culture promotes proactive service excellence and a superior customer experience, driven by the best employees in the industry. We pride ourselves on delivering high-touch service and innovative products that offer total cost reduction for corporate and government fleets across the United States. As the world’s leading provider of fleet management solutions, the LeasePlan team of experts can find ways to get the most out of our clients’ vehicles, budget and time. Find out why our clients tell us “it’s easier to leaseplan.”