BPO and Shared Services Centers 2012

OutsourcingPoland BPO and Shared Services Centers 2012

t 600 BPO, shared services, and outsourcing centers t Top 90 universities in Poland t Proﬁles of center managers

ISSN !"#$-#"%&

Table of Contents

Publisher: BiznesPolska Media Sp.z o.o. Poland’s outsourcing sector is growing up – and growing East ...... 4 ul. Długa ##/(), bud. D, lok *)#, ))-&#! Warszawa Poland as a top European shoring destination...... 6 tel./fax: )&& +$! *)"& Research Director: Manager’s Proﬁ le ...... 7 Magdalena Adamczyk [email protected] Tholons 2012 Top 100 Outsourcing Destinations ...... 12 Marketing Executive: Wiktor Gliński Human assets key to attracting services...... 13 [email protected] Ranking: Poland’s Top Universities...... 14 President: Thom Barnhardt O! ce space options in Poland’s major cities ...... 16 [email protected] Taxes, subsidies and other investment sweeteners ...... 20

Map of Outsourcing, BPO and Shared Services Centers in Poland ...... 24

List of BPO/SSC Companies in Poland ...... 26 OutsourcingPoland Interview: The Rise of the Superlocation...... 37 BPO and Shared Services Centers 2012 Letter from Editor: In this annual business directory (our !th edition), Outsourcing in Poland, published by BiznesPolska Media, we have tried to provide some insight into emerging trends in the sector in Poland and growth opportunities. " e core of our e# ort has been to provide the most-exhaustive listing of companies in the outsourcing and SSC sector in Poland. Our de$ nitions of outsourcing are deliberately broad, and includes the large sectors of shared service centers, BPOs providing external services, as well as R&D centers, IT and software development, and call centres. " is year, we have a total of %&& $ rms listed. In addition to a big thanks to our research team’s e# orts, led by Magda Adamczyk, I would like to thank PAIZ, the many city o' cials, ASPIRE and ABSL for their content contributions and listings of companies from the sector. t 600 BPO, shared services, and outsourcing centers t Top 90 universities in Poland t Profiles of center managers " e sector in Poland is in good health, and looks set for another several years of strong growth. I would also like to emphasize our distribution. We are pleased to have distribution agreements with the sector’s key players at their major conferences: World BPO Summit in New York in June, SSON Shared Services conference in Stockholm in October and both ABSL and ASPIRE in September, in Sopot and Graphic Design/DTP: Warsaw, respectively. Sławek Parfi anowicz And look for our mobile application on iPad from mid-summer. sparfi anowicz.wordpress.com " om Barnhardt, editor and publisher

Distribution:

Nordic Shared Services Forum 2012, October, Stockholm Cover Story Poland’s outsourcing sector is growing up – and growing East

“Never waste a good crisis” highly-skilled sta+ capable of carrying out Development Programme aims to narrow For the !!! American-owned outsourcing more complex services. the gap between less-developed regions and centers in Poland, the recent weakness “Major interest in Poland is now coming their wealthier neighbors. (See related story: of the Polish zloty is like manna from not just from the Global %##, but the Global Subsidies) heaven. “The crisis will probably bring !#,###”, said Andrew Hallam, founder of AS- Mayors of cities in eastern Poland such as new business to outsourcing companies,” PIRE, the association of outsourcing/shared Kielce, Bialystok, Rzeszow, Lublin and Olsz- said Marcin Tchórzewski, vice president services investors, based in Krakow. He said tyn are aware of the need to support spec of- for Poland of US financial services pro- that while the growth in recent years has ) ce development, build the city’s brand and vider State Street. Employment costs in been spectacular, the best is yet to come. trumpet the potential of their young, well- Poland have decreased significantly since “HQs are no longer asking if it can be educated workforce. the beginning of the year, as the zloty/usd done in Poland, but rather they are asking exchange rate has dropped nearly "#$ in their managers why it can’t be done in Po- Di! erent models and shifting sands favor of the Americans. land”, said one shared services executive at Firms such as EDF, with a strong presence Indeed, the world’s crises seem to be a ASPIRE’s May Outsourcing conference in in Poland with multiple energy-related sub- boon to Poland’s outsourcing businesses. Krakow. “( e shift in perception of Poland sidiaries, have chosen to outsource “with a While the industry employed less than is signi) cant as more multinationals open twist”. Instead of the traditional establish- %#,### people in "##&, the sector’s rapid centres here.” ment of a shared-services centre serving growth in recent years means that employ- western Europe or the world, EDF has set ment may exceed !##,### by year-end "#!". Pressure valve of Eastern Poland up a shared services centre for only its Pol- And as the world takes notice of Poland’s po- As the traditionally-strong outsourcing cit- ish subsidiaries, deftly dodging the potential tential and performance, the quality of jobs ies such as Krakow and Wroclaw continue political fallout of “outsourcing” jobs from are moving upscale, and the distribution of to attract new investment and higher value- France. ( e emphasis in this model is on jobs is spreading throughout the country, added jobs, such as ) nancial analysis and operating e, ciencies, not labor cost savings.

BPOs and SSCs BPOs particularly north and east. mobile technology R&D, smaller Polish cities Polish ) rms are also increasingly aware of According to research by ABSL (Associa- are keenly aware of the ) nancial and political the advantages and e, ciencies to be gained tion of Business Services Leaders), '& new advantages of landing new business services through consolidation and bundling of jobs service centres and over "# new investors investors. Comparable to a pressure valve, in one location. While the labor cost advan- came to Poland in "#!!, with American in- cities like Kielce and Lublin are keen to at- tages may be minor, the operating e, cien- vestors leading the pack. tract jobs that cities like Krakow might now cies and reduction of o, ce costs can be sig- “( e global crisis has worked to our ben- eschew, such as call centres and rote busi- ni) cant value drivers. ( e recent opening in

Poland e) t by giving us the prospect of further ness processes. And Eastern Poland, a fab- Pila, a relatively small town north of Poznan, growth in our industry and the creation of ricated construction of Poland’s poorest ) ve of an outsourcing centre for a Polish energy new jobs in Poland”, said Marek Grodzinski, voivods, is tapping into substantial subsidies utility is another sign of the growing aware- Vice-President BPO, Capgemini Poland. from the European Union, whose Regional ness of the advantages of outsourcing for While the “American” crisis rattled the Polish ) rms. world in "##&-"##*, the “European” crisis is And much like Poland is “east” for west- now centre-stage, unsettling capital markets ern Europe, east for Polish ) rms is eastern

Outsourcing and threatening the very existence of the Eu- Poland and Ukraine, where wages are sub- ropean Union. Yet as Poland’s outsourcing stantially lower than in major Polish cities. sector bene) ted from the American crisis by Accounting Plaza, recently acquired, last boosting its employment numbers, it looks year set up operations in the Ukrainian city set to bene) t from the European crisis as of Lwow, which is attractive to Polish ) rms well. Certainly not immune to the troubles since a large percentage of the population of its western European neighbors and ma- speaks Polish. And Impel, the Wroclaw- jor trading partners, Poland’s exclusion from based outsourcing ) rm, recently announced the Eurozone - once a source of shame - has expansion plans for Ukraine and Russia. now become a source of safety. Public-sector outsourcing is virtually non- American ) rms were forefront in the pe- existent, and presents another opportunity riod "##*-"#!! in their quest to reduce costs. for growth, as state-owned enterprises are Scouring the globe, many chose to outsource squeezed between budgetary constraints jobs to traditional locations such as India. and a growing awareness that they must Yet those with a major European presence improve their return on assets. While the have found that Poland’s proximity to west- US and UK governments are a major force ern Europe –geographically and culturally – in outsourcing (everything from real estate provides an advantage that non-European management, cleaning, document manage- locations can not provide. ment and storage, ) nance and accounting, Poland has reached a point where it is able and HR/personnel), the Polish government to o+ er both competitive labor rates and and its various ministries and departments ! Cover Story are just now waking from a long slumber and Singh, founder of the Indo-Polish Cham- HR/compliance, procurement, and real es- being forced to consider outsourcing more ber of Commerce, which organizes bilateral tate asset management. services. trade conferences and events between Po- “Many of the centers are the headquar- land and India each year. ters of outsourcing organizations for Europe Indians coming Another advantage for Poland, according or the EMEA region”, said Andrew Hallam of Another emerging player in Poland’s out- to Singh, is that Poles do not need visas to ASPIRE. sourcing sector are the Indians. While the travel around the EU, they are in the same Indeed in early spring, BNY Mellon, a Americans’ expansion has been largely driv- time-zone as western Europe, and share le- provider of investment management and in- en by cost-reduction and smoother interac- gal, linguistic and cultural characteristics vestment services, announced plans to open a new Global Delivery Centre in Wrocław, HQs are no longer asking if it can be done where sta+ will work in the areas of fund accounting and investment operations. “Poland “ is a central location within Europe, o+ ering in Poland, but rather they are asking their managers high-quality sta+ and infrastructure,” said Martin Ring, who is leading the development why it can’t be done in Poland of BNY Mellon’s operations in Wroclaw. Another global ) nancial institution, State tion with the European market, Indian ) rms with their customers. ” Indians, for example, Street, opened a new o, ce in Kraków in are coming from the other direction – being still need visas to enter the Schengen zone, May, adding to the two locations it already driven by their clients to o+ er services for an annoyance that continues to rile the Indi- has in the region. It plans to launch its In- their European operations. Wipro, a pioneer ans who are working and traveling frequent- vestment Analytics service later in "#!", and in the Tricity market, has blazed the trail for ly to Poland. by "#!%, the company will recruit nearly .## Indian ) rms, having set up operations sev- professionals, to support its various ) nan- eral years ago with a focus on IT. Gdansk From single services to multi-func- cial services. recently landed WNS, a large Indian client tional “Poland has become a key European loca- which has plans to set up a F&A centre serv- As Poland’s outsourcing sector grows up and tion for fund accounting, securities valua- ing western Europe in multiple European matures, global ) rms are increasingly using tion, exchange traded derivatives and hedge languages, a task nearly impossible to do Poland as a base for multi-functional busi- fund administration,” said Joseph Antonel- from Bangalore. ness services. Instead of only providing ba- lis, who is vice chairman of State Street and “Many more Indian ) rms are looking at sic accounting services, for examples, ) rms leads all Europe and Asia-Paci) c Global Ser- setting up operations in Poland”, said J.J. are shifting more work to Poland, including vices and Global Markets. and SSCs BPOs Poland Outsourcing

" Highlights from ABSL’s Outsourcing report Poland as a top European shoring destination

"#!! saw Poland strengthening its position as a leading global shoring destination. It DEALS “( is deal gives Genpact domain exper- was named by Everest as the most mature Genpact Limited, a global leader in busi- tise in the retail industry, an industry which o+ shoring location in Europe and one of the ness process and technology management, is transforming globally. Along with ) nance Top % worldwide. Also Hackett Group iden- acquired Accounting Plaza, a provider of and accounting, one of our core capabili- ti) ed Poland as one of the most interesting ) nance and accounting (F&A), human re- ties, we now gain tremendous traction in o+ shoring venues for international inves- sources (HR) services and PeopleSoft ERP the retail industry,” said Tiger Tyagarajan, tors and Kraków was ranked !!th globally services to Ahold, a major international re- president and CEO, Genpact. “( e addition in the TOP !## outsourcing destinations by tailer, and other clients in the retail, whole- of operating centers in ( e Netherlands ( olons. Poland currently accounts for /#$ sale, banking and healthcare industries. will further expand and grow our business of the total headcount in outsourcing cen- ( e acquisition will signi) cantly expand in Europe, especially with large European tres in Central and Eastern Europe (CEE). Genpact’s domain expertise in the retail multinational corporations. We’re looking Jacek Levernes, President of ABSL, com- industry in addition to its service delivery forward to partnering with Ahold Europe mented “( e business services sector in Po- footprint in Europe. Terms of the deal were and applying our capabilities in smarter land currently provides employment to over not disclosed. processes, analytics and technology to help &%,### people, up by %#$ compared to "##*. With the acquisition of Accounting Plaza, support their growth plans.” We expect that a total of !##,### people will Genpact now has a strong services delivery Accounting Plaza has approximately .## be employed in the services sector in Poland operations in ( e Netherlands with Dutch full-time employees working out of its cen- by year-end "#!". ( e country is attracting language capabilities as well as an expanded ters in ( e Netherlands, Poland, and Czech increasingly more advanced services and services portfolio in Europe including human Republic. It was founded in "### as the F&A processes. Today the country successfully resources business process management, e- and HR services provider for Ahold, the competes for outsourcing projects with plac- invoicing and PeopleSoft ERP related servic- sixth largest retail company in the world. es such as China or India and is amongst the es. Genpact will also bolster its F&A services Within Europe, Genpact operates three de- top ) ve global outsourcing destinations.” o+ erings for the retail industry in areas such livery centers in Romania as well as centers “Business Process Outsourcing and as store and franchise accounting, inventory in Hungary, Poland, and Morocco, serving Shared Service Centres account for most of accounting, and trade promotions. more than "% languages. the projects of the Polish Information and

BPOs and SSCs BPOs Foreign Investment Agency (PAIiIZ). '# out of !/* investors we currently work with in IT as well as research. couple of years ago when SSC and BPO/ ITO Poland represent the o+ shoring business ( e predominant countries of origin are centres were recruiting mainly new gradu- which is an equivalent of over 00## potential those within the European Union (France, ates. Interestingly, employers are increas- new work places.” said Slawomir Majman, Germany, UK, Sweden, and the Netherlands) ingly competing for a talent pool who are President of PAIZ. as well as the United States. ( e sector gives not only experts in areas of specialization In respect of headcount, PAIZ estimates employment to university graduates and stu- such as IT but also have a general knowledge

Poland that /%$ of the existing “outsourcing” cen- dents with 1 uent English, German, French, about the sector the company is active in. tres in Poland are Business Process Out- Italian and Spanish as well as other less pop- ( e dominant three markets in respect of sourcing (BPO) centres and IT outsourcing ular foreign languages such as Danish, Swed- headcount in the services sector are Warsaw, centres (ITO), followed by Shared Service ish, Norwegian, and Dutch amongst other. Kraków and Wroclaw with SSC and BPO/ Centres SSC ('%$) and Research and Devel- Services are delivered in a total of '/ di+ er- ITO sta+ respectively of "#,###, !#,### and opment centres R&D ("#$). Most typical ent languages with a typical employee being !#,###. In addition, Tri-City and Poznan are processes executed by Poland-based out- "*-'# years old with approximately ' years of also recently receiving a lot of interest from

Outsourcing sourcing centres are ) nance and accounting, professional experience. ( is is unlike only a BPO/ ITO and SSC investors. McKinsey & Company and Samsung invested in Poznan in "#!! while Bayer, OIE Support and Metsa Impel revenues in the first quarter of "#!" Group have all committed to the Tri-City Wroclaw-based Impel is making plans to ex- of ''' million zł, an increase over the market, as well as the recently announced pand in Russia, initially to o+ er cleaning ser- previous year of !% percent. Operating Indian ) rm WNS. ( e seven biggest Polish vices for private commercial developments profit was &." million zł. Impel makes agglomerations i.e. Warsaw, Kraków, Wro- and public buildings, said Danuta Czajka most of its money from its cleaning divi- claw, Lódz, Silesia, Tri-City and Poznan have Impel’s group vice president. ( e ) rm estab- sion, and offers such services to hospi- about &#$ of all service centres in Poland, lished operations in Kiev with joint-venture tals and other institutions, supporting driven by strong universities and higher-ed- partner Gri, n Group, and revenues are more than !"# firms. But the public ucation centres, and a reasonably wide avail- growing in the double-digits quarterly, after sector outsourcing remains a difficult ability of o, ce space, albeit di+ erences exist an initial period of stagnation. “Ukrainian sector. “The short-sighted policy of the between particular markets. authorities are outsourcing health care se state is ruining the market. We estimate rvices and other key sectors of the economy, that prices for services for the public such as energy”, said Wojciech Rembikowski sector have declined in recent years by Association of Business Services Leaders in Impel group vice president. almost "%$. It’s increasingly an art just Poland (ABSL) along with its strategic partners Impel is the largest Polish provider to stay in the game, especially when la- Jones Lang LaSalle and Hays and supporting of outsourcing services, ranging from bor costs are systematically increasing”, member Baker & McKenzie released a new office cleaning to IT services, and had said Rembikowski. report in spring !"#! on the Business Services Sector in Poland. # Manager’s Pro% le

Gregoire Nitot ate solutions in accordance with individual Sii Sp. z o. o. requirements provided by each customer, in Warsaw, Gdansk, Wroclaw, Poznan, Krakow, Client’s place or totally outsourced in Sii IT Łódź and engineering delivery centres. Headquarters (global): Paris President Employee issues: ( e strongest arguments for opening Sii in Operations in Poland: Poland were a huge requirement for IT ser- Sii in Poland was founded in "##. in Poland. vices and highly-educated and motivated Sii is one of the fastest growing IT & prod- young specialists. ( e mission of Sii is to uct engineering Outsourcing companies in identify and promote our best people. Our Poland. We provide services in the ) elds of team has now *## well-educated IT special- building and maintaining IT applications, ists, individuals, who need to be very well testing, systems integration, software fac- managed in order to be a great team and tory, IT infrastructure management, IT busi- provide the best quality for our clients. Our ness solutions, IT consulting, product engi- employees are able to build and manage big neering, embedded software, automation. IT teams delivering e+ ective projects accord- Currently employing !### professionals in ing to individual client’ requirements in very . locations: Trojmiasto, Warsaw, Wroclaw, speci) c and advanced ) elds like e.g. produc- Krakow, Poznan and Lodz. tion engineering. With such a positive team it is a real pleasure to lead a company in Po- How has your business changed? land. In "##. services provided by Sii were focused mainly on IT services: we recruited the best Any critiques of operating in Poland specialists for our clients in whole Poland. ( ere are some certain things which are ( e .-year-long experiences on IT market af- impeding for business: bureaucracy in tax ford Sii to develop our services into mature, o, ces, tax law which is not clear enough advanced system integration & long term and badly-organized Polish administration. outsourcing projects. Sii is presently focused ( ere are also some unclear labor law regu- mainly on / ) elds: IT Application services; IT lations concerning di+ erent employment Infrastructure services; Product Engineer- forms like freelance and permanent con- and SSCs BPOs ing services; and a Testing factory. We cre- tracts. Poland Outsourcing

$ Manager’s Pro% le

Edwin Bennaars with a broad range of back o, ce services. Employee issues: ArcelorMittal (Dabrowa Gornicza) Going forward SSCE expects to grow further Everything starts with people. Within SSCE Headquarters (global): Luxembourg & London due to continuous e, ciency demand of the we have di+ erent programs in place to cre- Chairman of the Board of Directors & Chief Europe Mills related non-core processes. ate an attractive working environment for Executive O& cer Shared Service Centre Europe all the employees. Key programs are around ArcelorMittal Advice to other managers about setting up: continuous learning and development. In [email protected] When setting up and/or managing a Shared addition we realize that we are working with Service Centre be aware of the ' “P’s”: People, highly motivated and talented youngsters Operations in Poland Process and Partnership. who want to continue develop and grow. Shared Service Centre Europe (“SSCE”) de- To ensure a right level of services I recom- Within our centre we ensure that people can livers back o, ce services for the European mend my colleagues to make sure they put a good grow within the centre and/or ArcelorMittal ArcelorMittal entities. Key objective of SSCE people development plan in place. Poland has a Group. It’s up to my Director team and my- is to become the Best in Class Shared Service big BPO and SSC market and talents shift easily self to ensure that talents are become visible, Centre within ArcelorMittal supporting the between companies. If you have a good people not only for us but for the whole group. organization with the delivery of back-o, ce development process in place you do not only services in the areas of Finance, Accounting, manage the quality of the services but also ensure Positive surprises – and critiques – of op- Tax and Payroll. your attrition rate is manageable/acceptable. erating in Poland: BPOs and SSCs BPOs Poland Outsourcing

SSCE is working from out of ' locations: Relating processes: lots of SSC “start-ups” Although being based in Poland, I always Dabrowa Gornicza/Katowice, Pune India are applying the so called “lift and shift” ap- explain to my customers that labor arbi- and Timisoara Romania. proach at the start of the development. For trage is not the only driver for establish- the short term there may be a good business ing a centre in Poland. Bottom line: it is all How has your business changed - in terms case doing this, however at the end SSC’s are about the quality of the people, processes of services provided - over the years? “in the game” of productivity, which means and systems and realizing that managing a One of SSCE’s key objectives is to support that you have to carefully look at your pro- Shared Service Centre means that you have the Group with the execution of back-o, ce cesses and systems in terms of harmoniza- to continuously “ play the game” of Produc- activities in the most e+ ective and e, cient tion and optimization. tivity. manner in terms of cost, quality, control and Regarding partnership: Be aware that Although there is cost di+ erence in Po- transparency. Since the start of the Shared SSC’s are in the service delivery industry land compared to Western Europe, the qual- Service Centre in "##& we are continuously which means that you have to meet the right ity, motivation and innovation of the people expanding scope in terms of Entity cover- level of customer satisfaction. To meet and/ in Poland is at the same and/or better levels age and Process Coverage. At the start of the or exceed the client expectations, try to al- than Western Europe. So bottom line: cost is centre in "##& SSCE was only delivering ac- ways strive for partnership and added value one aspect, but do not forget the great qual- counting services for the ArcelorMittal East- even on the routine type of activities han- ity of the people in Poland and their continu- ern European Mills. As of now SSCE is cover- dled. Please also listen to your clients and be ous initiatives to adapt, improve and inno- ing services for all Mills throughout Europe open for criticism! vate. & EFFECTIVE WORKING ENVIRONMENT

W firmie Kinnarps wierzymy w sens tworzenia dobrego środowiska pracy. Dzięki produktom i usługom, które spełnią Państwa oczekiwania, tworzymy trwałe i skuteczne rozwiązania, BETTER AT WORK które sprawiają, że będzie Ci się lepiej pracować, a Twoja firma powiększy swoje sukcesy. www.kinnarps.pl Manager’s Pro% le

Agnieszka Jackowska - Durkacz range of delivered services, among others by ganization is ABLS – which works on two lev- Infosys BPO Poland (Łódź) database management, marketing process els – national, as a partner of the Ministry of Headquarters (global): Bangalore management, sales and ful) llment manage- Economy and Polish Information and Foreign Center Head Infosys BPO Poland ment and software implementation. Delivery Investment Agency, and local – organizing [email protected] of advanced, high-end services is one of the key ABSL Regional Chapters – meetings between elements of our center’s operational strategy, sector’s investors and representatives of lo- Operations in Poland which is oriented towards achieving our clients’ cal authorities, universities and employment Advanced Finance & Accounting (F&A) pro- long-term business objectives. agencies. Membership in such organizations al- cesses account for more than a half of Infosys lows the investors to become familiar with the BPO operations. Our center also delivers com- Advice to other managers about setting up: speci) c character of a given country and region plex services in the area of sourcing and pro- A key element of the investment process is and enhances networking. curement, logistics claim handling, master data the transition phase, which also includes re- management, trade promotion management, location of a part of processes. ( e e, ciency Employee issues consulting, project management, internal audit of the center’s operations relies on this phase, Infosys Lodz center’s success is to a huge ex- and SOX, controlling, tax management, as well and therefore, companies which do not have tent the result of our specialists’ high com- as implementation of programs optimizing our experience in this area should rely on exter- petency and their motivation for continuous Clients’ business operations. Infosys Lodz Cen- nal expertise. An example of a center o+ ering professional development. ( erefore, our ter is also a SAP hub for the company’s Euro- this type of expertise is Infosys BPO Poland. company puts great emphasis on building and pean clients. Our specialists create dedicated solutions implementing an extensive talent manage- concerning processes relocation and actively ment program, thanks to which our employ- How has your business changed over the participate in their implementation. ees are able to develop their knowledge and years? ( e success of a new investment project of acquire new skills on a regular basis. Our em- ( e dynamic growth of our center, which cur- course depends on the combination of many ployees also participate in courses that allow rently employs more than !'## specialists, re- di+ erent factors, especially building relations them to perfect their language skills. More- sults ) rst of all from the increasing complexity with local authorities. It is thus vital to become over, the center co-) nances post-graduate, of Infosys o+ er, as well as from broadening the a part of organizations connected with the sec- Ph.D. and MBA studies and participation in service portfolio to include new processes. Over tor, whose objective is to exchange knowledge various certi) cation programs conducted by the last few years our center has expanded the and best practices. An example of such an or- international organizations such as ACCA. An additional motivation factor for our employees is Infosys’ participation in di+ erent local BPOs and SSCs BPOs community and charity initiatives. What are the challenges we encounter? On the Polish labor market there are still too few employees who, on the one hand know rare foreign languages, like Dutch or Danish, on the other have specialist competencies, such as SAP knowledge. To minimize this disproportion our

Poland company actively cooperates with academic centers. ( e aim of this cooperation is to make students’ and graduates’ competencies compat- ible with the current needs of business.

Positive surprises – and critiques – of operating in Poland:

Outsourcing ( e assets of Poland as a business services investment location is a good access to well- educated specialists and the openness of local authorities to cooperation with business representatives. What should be improved? Polish cities need a coherent and well thought out marketing strategy oriented towards attracting new investors. Representatives of the major Polish agglomerations should reg- ularly participate in international economic events, conferences and trade fairs. An important issue in the face of an im- pending decline in the birth rate, is working out a strategy concerning ensuring the supply of specialists. ( e quality of higher education and tailoring the curriculum to the actual needs of business is crucial for Poland’s investment attractiveness. For Infosys, it was important that Lodz is a multicultural city, which is crucial from the point of view of foreign business operations. '(

Research Tholons 2012 Top 100 Outsourcing Destinations

Eastern Europe continues to emerge as a stellar outsourcing people in the country. ( e country’s engineer- destination, especially for higher value services. Of the "# ing and related graduates are around !0$ of its Eastern European cities included in the Top #$$ List, two cities tertiary Type A graduates, according to Czech- Invest. Due to this labor supply advantage, are part of the Top #$ Emerging Cities for the Tholons "$#" the region has become the immediate choice To p #$$ Outsourcing Destinations report. Kraków remains as for many Western European service buyers of the top emerging location for services outsourcing. high value processes, such as those found in the R&D and ITO spaces. A real-world testament to this trend is the investment of manufacturing giant Gardner Denver, currently building a shared services center in the city of Brno ('!st ( olo ns surveyed countries such as Poland, that of India. Of these delivery centers, around Rank). Driving such investment was the “city’s the Czech Republic, Hungary, Russia, Roma- .%$ was located in Tier " cities. ( is is re1 ected suitable conditions for doing business” – which nia and Ukraine to analyze prevailing region- in the upward movement of Tier " locations included the supply of F&A talent from the city al dynamics, key challenges, and the possible in Eastern Europe, as seen in Wroclaw as the and nearby locations and CzechInvest’s sup- outlook for the development of the IT-BPO biggest gainer city in the list. In "#!!, Ernst & port for the investment. ( is investment is pro- industry in the region. Young opened a shared service center in the jected to employ !## people by the end of "#!'. ( e "#!" Top !## Outsourcing Destina- city, targeting to employ "%# Finance and Ac- Kraków, the top city of the region, maintains tions saw the entry of four new Eastern Euro- counting practitioners. its competitiveness through its skilled labor pean cities – Lviv (*!st), Cluj-Napoca (*.th), ( e ( olons "#!" Top !## Outsourcing force, churning out '.,### graduates annually. Minsk (**th), and Zagreb (!##th). At the same Destinations report also mentions that the Coupled with quality infrastructure and gov- time, the Czech Republic’s Tier ! location – strength of services outsourcing in the Eastern ernment support, Kraków has gained the con- Prague – improves its rankings and moves up to Europe can be primarily attributed to its supply ) dence of service providers already established the !#th emerging city rank for this year’s list. of a technically skilled labor pool - recording %## in the city. One example is Shell’s acknowledge- BPOs and SSCs BPOs NASSCOM ) gures indicate that the region to !,%## tertiary graduates for every !##,### ment of the city’s capabilities – establishing a captured a "#$ share of the total number of population. For instance, Czech Republic has al- shared service center in the city. With !,%## delivery centers set up in "#!#, only next to most *"# tertiary graduates for every !##,### employees, Shell’s shared services center in the

The 2012 Top 100 Outsourcing Destinations

2012 Movement 2012 Movement Overall from last Overall from last Country City Rank year Country City Rank year Poland East-Central Europe: India Thiruvananthapuram 66 1 Ireland Dublin 8 1 India Ahmedabad 68 41 Poland Kraków 11 0 Latin America: Czech Republic Prague 20 2 Brazil São Paulo 13 2 Hungary Budapest 27 0 Argentina Buenos Aires 15 2 Czech Republic Brno 31 3 Costa Rica San José 18 7 Russia St. Petersburg 33 0 Chile Santiago 22 2 Poland Warsaw 38 0 Brazil Curitiba 23 4 Romania Bucharest 44 1 Brazil Rio de Janeiro 30 0

Outsourcing Russia Moscow 46 0 Mexico Mexico City 39 3 Slovakia Bratislava 50 1 Mexico Monterrey 41 1 Bulgaria Soﬁ a 51 0 Brazil Brasilia 42 2 Estonia Tallinn 52 0 Uruguay Montevideo 43 7 Slovenia Ljubljana 54 0 Mexico Guadalajara 47 1 Ukraine Kyiv 56 0 Colombia Bogotá 55 9 Russia Nizhniy Novgorod 65 1 Colombia Medellin 60 8 Poland Wroclaw 78 6 Peru Lima 64 2 Ukraine Lviv 91 – Argentina Córdoba 72 1 Russia Novosibirsk 93 4 Brazil Recife 75 0 Serbia Belgrade 95 0 Chile Valparaiso 82 7 Romania Cluj-Napoca 96 – Colombia Bucaramanga 85 3 Belarus Minsk 99 – Paraguay Asunción 88 5 Croatia Zagreb 100 – Brazil Campinas 90 6 South Asia: Colombia Cali 98 - India Bangalore 1 0 SouthEast Asia: India Mumbai 2 0 Philippines Manila NCR 4 0 India Delhi NCR 3 0 Philippines Cebu 9 0 India Chennai 5 0 Vietnam Ho Chi Minh 17 1 India Hyderabad 6 0 Vietnam Hanoi 21 0 India Pune 7 1 Malaysia Kuala Lumpur 28 3 Sri Lanka Colombo 19 1 Singapore Singapore 35 4 India Chandigarh 24 2 Indonesia Jakarta 62 0 India Kolkata 25 2 Philippines Davao 69 0 India Coimbatore 29 3 Malaysia Penang 77 2 India Jaipur 37 4 Philippines Santa Rosa, Laguna 86 2 India Bhubaneswar 53 5 Thailand Bangkok 87 10 Philippines Iloilo 92 6

') Research city delivers F&A, HR, and Customer Support gion. E+ ective identi) cation of unique value nomic uncertainty. It highlights the need for services. propositions and selling points is needed for the region to deliberately identify which service Government and private industry support is these countries to spur upward movement in providers and client markets to target while in also robust in the region. ( is is seen mainly in the rankings. the midst of crisis. Eastern Europe may also the presence of outsourcing organizations and ( e current Eurozone crisis may present look into attracting Indian Pure Plays to enter related institutional bodies that serve to aid in itself as a bane, and the challenge for Eastern the market in order widen their service delivery setting industry direction and growth. Govern- Europe lies in how the region can weather portfolio. ment incentives and support come in the form through this period of uncertainty. As expected As the global IT - BPO industry escalates of Free Economic Zones or Special Economic cost pressures are bound to shift the decision- to higher value services, Eastern Europe has Zones, providing #$ tax rates and tax holidays, making of Western European clients, Eastern already established the necessary precursors bene) ting investor companies. For example, Europe should leverage its strengths in reap- to maximize the gains in complex services. more than half of %# multinational companies ing the bene) ts while satisfying the client Eastern Europe produces highly skilled talent, in Hungary have already established in its in- needs through quality services. Nevertheless, continually provides supporting physical and dustrial parks. if the traditional market may seem reclusive IT infrastructures, and consistently enhanc- However, these positive developments have for outsourcing, Eastern Europe should devise ing governmental support for the industry. In somewhat been hampered by the ongoing ) - alternatives to penetrate other client markets the coming years, the most considerable chal- nancial crisis in the Eurozone, presenting sig- beyond Western Europe, especially those which lenges for the region will be seen in how it can ni) cant challenges towards industry growth in require higher value ITO and KPO services. prudently and proactively navigate through the region. A slow-down of Western Europe’s ( us, tactful strategic planning would be Europe’s current ) scal crisis, while at the same economies will have a ripple e+ ect on the com- the operative move for Eastern Europe, devel- time, maintain developmental gains of the re- petitiveness of Eastern Europe, since the for- oping its IT-BPO industry in this time of eco- gion’s services outsourcing sector. mer is a major trading partner of Eastern Eu- rope, and as Western Europe is a major client region for Eastern European Service providers. ( is may spur detrimental perception on the Human assets key to attracting services stability of Eastern Europe’s overall business environment, and consequently its outsourc- The old adage that “people are our most im- for people who speak languages other than ing ecosystem. portant asset” seems trite. Yet the key factor English grows as well. Employees for whom As such, segmented challenges in each coun- in decisions to locate outsourcing and shared the demand is highest are those who speak try occur. For instance, Russia is trying to cap- services centres usually hinges on an ample Nordic languages (Danish, Swedish and Nor- ture its own domestic market and vie for a share supply of well-educated labor at a cost at wegian) and Dutch. Polish universities are able and SSCs BPOs in the global ITO market; the country is strug- least 50% below western Europe or North to provide properly qualiﬁ ed employees in this gling to enhance its data privacy and security America. Poland’s young demographics – a area as well – language department graduates. measures. Such challenges directly resonate to population bulge around the 20-32 year old In 2011 more than 30,500 people studied in the overall ITO climate in Russia, deterring ser- group – combined with strong academic in- the language departments of state universities vice providers to locate in the country. Bulgaria stitutions is proving an attractive draw for the in the eight previously mentioned cities (ma- also faces social issues, which may become det- world’s top companies looking to both re- jor centres of the business services sector in

rimental in maintaining attractiveness for pos- duce costs and fi nd process e! ciencies. Poland). Poland sible service providers. While Poland is no India, the country is We can also see a certain regional speciali- churning out an annual 400,000+ graduates sation with respect to philology. The largest Future Outlook from its universities, formidable numbers on number of students of Dutch and German ( e ( olons "#!" Top !## Outsourcing Des- a European scale. And the country’s strengths study in Wrocław, whilst for Scandinavian it tinations report for this year presents lead in IT technologies, languages and mathematics is in Gdańsk. Slavic studies are most popular in countries in Europe as well as those which just so happens to fi t well with the 21st cen- Krakow while those people who want to study need to use better strategies to catch up with tury’s corporate needs. The graduates most oriental languages such as Vietnamese or Thai Outsourcing other locations in the list. Lead countries such frequently employed in SSC, BPO/ITO and usually choose Poznań. The level of knowledge as Poland and the Czech Republic will become R&D centres majored in either economics and of foreign languages in Poland is very high: over instrumental in leading the overall industry administration, information technology as well 90% of students declare that they speak Eng- growth for Eastern Europe. With the Czech as engineering and technical majors. lish, 43% – German, over 13% – Russian and Republic’s Prague and Brno continually moving According to the latest data published by nearly 10% – French. up the ranks, intensi) ed e+ orts in attracting the Polish Central Statistical O! ce (GUS), in As Poland’s outsourcing sector starts to more locators within these cities are needed. the years 2008-2010 the average number of mature and evolve, business service centres On the other hand, the position of Kraków may students every year in Polish universities and are focusing on sustainable, challenging job op- face sti+ er competition especially from Chinese colleges was approximately 1.9 million. portunities for the country’s labor force. Cit- cities like Beijing (!!th) and Dalian (!/th) which Graduates of these three groups of majors ies, such as Wroclaw and Krakow, that lead in are also proving capabilities for outsourcing. constituted, in the years 2008-2010, on aver- the services sectors are vying for higher value- However, the city of Wroclaw is a notably im- age 34% of all graduates of Polish universities. added jobs, KPO and research centres, and proving location for services outsourcing, given We can see a clear dominance by Warsaw global fi nancial fi rms that are keen to locate its big movement in the rankings. with respect to the number of economics analytical and more advanced fi nancial ser- Smaller players like Estonia, Serbia and graduates; however, in the case of information vices. They are “moving up the food chain”, Croatia are seen to face competition from technology Łódź is in fi rst place, whilst the larg- while smaller cities that are new to the sector, the region as well as from other global loca- est number of technical studies graduates can such as Kielce and Lublin, are keen to take on tions. ( ese countries’ inclusion in this year’s be found in Kraków. jobs such as call centres and relatively simple list marks a continual pursuit in developing a As the number of countries to which ser- business processes, as the fi rst step in their de- strong outsourcing industry for the whole re- vices are provided increases, so the demand velopment in the business services sectors. '* Ranking: Poland’s Top Universities - !

Rank University Rank Factor Prestige (25%) Innovativeness (5%) Po- Research tential(15%) E Research ciency (30%) condi- Study tions (10%) International- (15%) ization 1 Uniwersytet Jagielloński 100 95.92 65.47 99.40 99.98 85.18 76.58 2 Uniwersytet Warszawski 97.71 100 70.61 100 77.02 76.02 99.60 3 Uniwersytet im. Adama Mickiewicza w Poznaniu 77.55 60.32 66.88 90.04 64.42 72.70 90.61 4 Politechnika Warszawska 76.58 66.41 85.36 79.01 68.75 61.20 76.09 5 Politechnika Wrocławska 72.66 57.87 100 77.30 63.37 53.86 80.60 6 Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie 69.22 61.05 91.98 81.29 67.17 54.16 38.82 7 Uniwersytet Wrocławski 61.99 46.62 24.49 84.61 63.40 62.38 44.93 8 Politechnika Łódzka 60.39 37.97 92.11 69.24 52.27 54.15 74.95 9 Uniwersytet Mikołaja Kopernika w Toruniu 60.32 37.48 53.63 78.76 79.92 60.52 19.58 10 Uniwersytet Medyczny im. Karola Marcinkowskiego w Poznaniu 59.19 28.74 27.15 73.84 70.97 76.79 54.46 11 Akademia Leona Koźmińskiego w Warszawie 58.98 38.32 26.76 77.38 44.27 47.49 100.00 12 Szkoła Główna Handlowa w Warszawie 58.45 57.59 10.60 76.29 35.99 57.27 67.36 13 Uniwersytet Medyczny w Łodzi 58.11 29.81 31.95 70.88 76.76 91.27 23.99 14 Warszawski Uniwersytet Medyczny 56.80 36.95 31.10 57.29 71.13 74.72 38.71 15 Uniwersytet Gdański 56.71 32.51 50.24 75.16 67.13 62.54 35.04 16 Politechnika Śląska w Gliwicach 55.67 45.91 73.38 66.68 53.29 54.56 30.65 17 Uniwersytet Medyczny w Białymstoku 55.33 25.24 6.70 78.30 79.46 78.11 19.83 18 Gdański Uniwersytet Medyczny 54.53 21.83 23.32 71.48 68.48 86.64 39.59 19 Uniwersytet Śląski w Katowicach 54.13 30.13 61.98 80.35 63.08 58.54 21.84 20 Politechnika Gdańska 53.97 33.93 63.83 70.66 60.90 44.20 38.23 21 Politechnika Poznańska 53.81 45.62 78.46 66.34 49.82 49.33 27.10 22 Akademia Medyczna im. Piastów Śląskich we Wrocławiu 53.80 32.71 37.96 57.66 55.88 99.96 35.34

BPOs and SSCs BPOs 23 Uniwersytet Ekonomiczny w Poznaniu 51.96 43.76 27.50 74.54 44.86 45.96 40.11 24 Uniwersytet Łódzki 51.92 33.00 48.31 76.15 45.74 57.46 44.83 25 Szkoła Główna Gospodarstwa Wiejskiego w Warszawie 50.77 42.80 10.20 64.45 53.48 55.83 29.38 26 Uniwersytet Warmińsko-Mazurski w Olsztynie 50.73 36.50 61.74 65.27 45.38 56.29 38.19 27 Śląski Uniwersytet Medyczny w Katowicach 50.47 14.99 8.29 65.95 82.70 75.08 20.38 28 Katolicki Uniwersytet Lubelski Jana Pawła II 50.27 32.77 26.94 69.46 58.13 60.76 23.80 29 Uniwersytet Przyrodniczy we Wrocławiu 48.77 20.20 50.94 68.59 71.98 53.42 12.69 Poland 30 Uniwersytet Medyczny w Lublinie 48.76 11.46 18.61 62.42 64.09 80.88 49.19 31 Uniwersytet Marii Curie-Skłodowskiej w Lublinie 47.83 33.41 49.86 65.42 52.32 62.25 11.24 32 Pomorski Uniwersytet Medyczny w Szczecinie 46.08 3.00 22.50 56.44 74.70 79.42 36.39 33 Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie 44.68 30.19 21.50 65.21 58.23 43.68 9.83 34 Uniwersytet Przyrodniczy w Poznaniu 44.52 33.55 23.93 62.22 53.16 47.96 10.39 35 Uniwersytet Ekonomiczny we Wrocławiu 43.75 34.46 35.98 69.09 31.68 42.71 35.24 Outsourcing 36 Uniwersytet Ekonomiczny w Krakowie 41.87 37.28 10.93 65.06 31.12 39.29 33.79 37 Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego w Warszawie 40.44 25.17 10.04 64.52 52.03 50.66 3.81 38 Uniwersytet Papieski Jana Pawła II w Krakowie 40.39 2.35 2.16 70.62 75.54 52.58 5.24 39 Zachodniopomorski Uniwersytet Technologiczny w Szczecinie 38.42 9.85 59.01 60.47 51.04 58.37 7.75 40 Politechnika Krakowska im. Tadeusza Kościuszki 38.22 28.80 40.07 56.40 30.43 48.44 21.91 41 Uniwersytet Kardynała Stefana Wyszyńskiego w Warszawie 37.43 21.42 0.09 67.13 48.70 38.39 7.30 42 Uniwersytet Ekonomiczny w Katowicach 35.45 28.86 9.41 65.73 22.70 27.07 33.10 43 Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie 35.39 17.95 15.47 77.51 31.19 37.87 16.34 44 Uniwersytet Opolski 35.36 15.78 21.37 62.65 43.71 39.01 12.56 45 Politechnika Częstochowska 35.20 16.75 35.38 55.94 42.14 41.37 13.52 46 Uniwersytet w Białymstoku 34.50 14.31 44.31 52.34 41.69 39.12 17.86 46 Uniwersytet Pedagogiczny im. Komisji Edukacji Narodowej w Krakowie 34.50 15.85 23.55 50.91 46.18 41.42 13.74 48 Uniwersytet Szczeciński 34.34 19.61 40.05 56.65 27.86 46.29 22.20 49 Politechnika Opolska 34.19 12.13 38.23 60.17 35.82 43.94 21.19 50 Politechnika Białostocka 34.07 20.50 38.23 49.25 32.82 46.42 18.54 51 Politechnika Rzeszowska im. Ignacego Łukasiewicza 32.58 18.43 51.74 51.24 36.88 31.93 7.60 52 Politechnika Lubelska 32.38 7.95 52.11 50.23 41.56 37.43 18.91

'! Ranking: Poland’s Top Universities - !

Rank University Rank Factor Prestige (25%) Innovativeness (5%) Po- Research tential(15%) E Research ciency (30%) condi- Study tions (10%) International- (15%) ization 53 Politechnika Świętokrzyska w Kielcach 31.66 15.21 35.79 51.08 40.73 32.40 7.24 54 Uniwersytet Rzeszowski 31.60 15.14 48.55 41.62 34.14 45.26 17.53 55 Szkoła Wyższa Psychologii Społecznej w Warszawie 31.47 17.37 15.13 64.04 26.29 29.86 22.55 56 Akademia Obrony Narodowej w Warszawie 30.94 3.26 0.00 50.39 62.63 30.81 3.63 57 Uniwersytet Jana Kochanowskiego w Kielcach 30.71 14.72 37.90 48.94 35.15 36.10 11.75 58 Uniwersytet Zielonogórski 30.21 9.83 19.31 53.46 37.47 48.96 7.25 59 Uniwersytet Technologiczno-Przyrodniczy im. J. i J. Śniadeckich w Bydgoszczy 29.17 8.54 44.73 56.06 29.10 48.79 6.05 60 Collegium Civitas w Warszawie 28.76 1.59 14.88 23.49 46.81 35.03 48.46 61 Uniwersytet Kazimierza Wielkiego w Bydgoszczy 28.52 17.81 26.72 47.91 28.45 36.99 6.96 62 Akademia Wychowania Fizycznego we Wrocławiu 28.44 2.46 15.25 51.99 37.82 50.27 13.86 63 Społeczna Akademia Nauk (dawna Społeczna Wyższa Szkoła Przedsiębiorczości i 27.13 7.84 28.79 40.58 24.50 33.75 39.36 Zarządzania w Łodzi) 64 Politechnika Koszalińska 27.00 10.67 32.57 54.92 26.14 32.23 9.83 65 Akademia Humanistyczna im. Aleksandra Gieysztora w Pułtusku 26.40 2.96 12.82 63.50 28.06 41.77 9.70 66 Akademia Wychowania Fizycznego im. Bronisława Czecha w Krakowie 26.13 3.66 2.91 55.74 30.98 49.46 8.55 67 Akademia Pedagogiki Specjalnej im. Marii Grzegorzewskiej w Warszawie 25.92 9.13 2.56 53.30 36.42 27.00 3.32 68 Akademia Techniczno-Humanistyczna w Bielsku-Białej 25.19 9.92 26.21 41.07 28.41 34.49 12.70 69 Akademia Wychowania Fizycznego Józefa Piłsudskiego w Warszawie 25.15 7.35 10.41 40.17 28.69 45.59 17.16 70 Akademia Wychowania Fizycznego im. Eugeniusza Piaseckiego w Poznaniu 25.12 4.53 11.53 48.24 23.08 46.40 23.27 71 Politechnika Radomska im. Kazimierza Pułaskiego 24.83 11.37 30.72 50.29 19.77 42.77 3.94 72 Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach 24.72 11.12 10.19 44.75 24.10 43.81 9.65 73 Uczelnia Łazarskiego w Warszawie 23.86 7.46 27.07 17.48 15.11 25.33 71.78

74 Akademia Finansów w Warszawie 23.67 11.54 6.28 47.31 18.53 34.61 17.17 and SSCs BPOs 75 Akademia im. Jana Długosza w Częstochowie 23.41 12.52 16.38 49.38 17.09 41.03 4.42 76 Dolnośląska Szkoła Wyższa we Wrocławiu 22.69 7.93 19.83 53.63 21.23 23.71 8.00 77 Wyższa Szkoła Finansów i Zarządzania w Warszawie 22.16 4.94 19.67 58.88 18.79 23.81 9.36 78 Akademia Pomorska w Słupsku 21.94 10.79 13.48 41.64 14.05 48.44 9.57 79 Górnośląska Wyższa Szkoła Handlowa im. W. Korfantego w Katowicach 21.02 3.80 26.98 34.13 21.12 32.03 22.02 80 Krakowska Akademia im. A. Frycza Modrzewskiego 20.71 10.74 20.92 46.70 10.60 27.53 13.71 Poland 81 Akademia Morska w Gdyni 19.58 7.43 21.70 41.58 16.65 30.04 5.94 82 Wyższa Szkoła Filozoﬁ czno-Pedagogiczna “Ignatianum” w Krakowie 19.46 7.80 1.42 41.07 15.85 44.19 3.92 83 Akademia Morska w Szczecinie 18.59 8.78 9.92 38.62 10.76 34.34 12.42 84 Akademia Humanistyczno-Ekonomiczna w Łodzi 18.05 11.41 8.61 37.05 9.16 27.81 12.90 85 Akademia Marynarki Wojennej im. Bohaterów Westerplatte w Gdyni 17.62 4.17 16.27 42.59 16.52 29.85 0.81 86 Akademia Wychowania Fizycznego i Sportu im. Jędrzeja Śniadeckiego w Gdańsku 17.53 2.04 8.73 46.93 10.99 43.81 3.23 Outsourcing 87 Wyższa Szkoła Studiów Międzynarodowych w Łodzi 17.24 1.90 19.30 43.24 0.03 37.23 28.38 88 Wyższa Szkoła Zarządzania Marketingowego i Jęz. Obcych w Katowicach 17.03 1.06 13.02 58.79 4.88 26.25 10.07 Ranking Rzeczpospolitej i portalu Perspektywy.pl - MAJ 2012

Students by voivodships: Public Private Public Private Voivodship schools schools Total Voivodship schools schools Total Polska 1,218,416 518,196 1,736,612 Świętokrzyskie 24,452 17,845 42,297 Lubuskie 22,128 1,725 23,853 Łódzkie 78,589 29,632 108,221 Wielkopolskie 113,251 46,448 159,699 Mazowieckie 180,939 126,129 307,068 Zachodniopomorskie 53,759 13,776 67,535 Małopolskie 164,593 43,520 208,113 Dolnośląskie 114,870 45,337 160,207 Śląskie 118,697 51,491 170,188 Opolskie 30,883 7,141 38,024 Lubelskie 62,510 33,677 96,187 Kujawsko-Pomorskie 56,112 25,800 81,912 Podkarpackie 49,903 21,030 70,933 Pomorskie 74,716 30,132 104,848 Podlaskie 38,158 12,715 50,873 Warmińsko-Mazurskie 34,856 11,798 46,654

'" O+ ce Space O% ce space options in Poland’s major cities

Warsaw In "#!!, !"#,!## sq.m was delivered, ac- Mokotów Nova, Karimpol Polska’s Equa- In "#!!, the capital city ) nished on a record counting for ./$ of "#!#’s total supply. Af- tor II , Globe Trade Centre’s phase IV of the high take-up level, while supply continued ter the record "##*, o, ce supply has been Platinium Business Park and to fall, reaching only /%$ of the "##&-"##*’s shrinking - constrained by banks’ tighter Nieruchomości Powiśle’s Hortus project. average levels (the pre-crisis boom period). lending criteria and the uncertain economic Some !&#,### sq.m of modern o, ce space ( is stemmed from the cautious approach of situation in Europe. It is important to re- is scheduled for delivery by the end of "#!", lenders which have tightened lending crite- member that for many projects obtaining and most of this is located outside the CBD. ria. ( e area of Mokotów continued to draw ) nancing for development remains a sig- major occupier interest (!0#,&"% sq.m of ni) cant challenge. Large listed companies Demand take-up), with vacancy rates falling by nearly have su, cient funds to make more aggres- Total gross take-up reached %0',&%' sq.m in %#$ from "#!#’s level, as did the city centre sive investment decisions, unlike small and "#!!, representing, contrary to expectations, fringe (!/0,%." sq.m of take-up). With GDP medium-sized developers, which are depen- a /.%$ increase on "#!#. Absorption stood at growth forecast to fall, supply is in turn like- dent on debt ) nance and are more cautious more than !".,!!! sq.m, of which around ly to slow, although compared with regional about starting investment projects. ( e ."$ (0&,//# sq.m) was in non-central loca- markets Warsaw is expected to show more e+ ect of this is that o, ce supply is likely tions. Net take-up in the CBD reached .0,/"' resilience to any economic downturn. to shrink and the market to consolidate sq.m. More than 0'$ of leases were for spac- substantially. Pressure to secure pre-lets es larger than !,### sq.m; around ''$ were Supply continues to increase. In "#!! pre-lets ac- for spaces larger than ',### sq.m. Develop- Since the beginning of the !**#s, modern counted for !"!,&00 sq.m – a nearly two-fold ment and occupier activity continues to be o, ce space stock in Warsaw has been grow- increase on the previous year’s total. ( e focused on Mokotów, the city centre fringe ing steadily and now totals ',%*0,### sq.m. largest completions included Ghelamco’s and areas along Al. Jerozolimskie. In "#!! the proportion of pre-lets rose to "!$ of gross take-up. Renewals and regearing con- Stock (sqm. and Vacancy Rate (%) tinued to account for the substantial share BPOs and SSCs BPOs of take-up ("*$). However, this share was . percentage points lower than "#!#’s share, [sqm.] Stock Vacancy Rate [%.] which highlights the trend of tenants relo- 550 000 25 cating to new buildings o+ ering favourable 500 000 lease terms. 450 000 20 400 000 16.9 Vacancy rates 350 000

Poland 15 Supply constraints and growing demand 300 000 12.2 were behind "#!!’s declining vacancy rates. 250 000 At the end of the year, around "/#,!%% sq.m 9.4 10 200 000 8.9 of o, ce space was vacant, ...&$ of War- 7.0 150 000 saw’s total stock. ( e highest vacancy rate 100 000 5 4.3 was recorded on the right bank of Warsaw, 50 000 !".#0$, and Ursynów, !!.*$. ( e completion 0 0

Outsourcing of o, ce space in the National Stadium and Kraków Wrocław Tri-City Katowice PoznańŁódź the exit of the Nova Praga o, ce building’s anchor tenant were the major factors a+ ecting the vacancy growth in Praga district. Prime Headline Rents (€ / sqm. / month) Wilanów reported the lowest vacancy rate, ".0!$ – over half of "#!#’s rate, re1 ecting the low supply of new space in that region. If Poznań take-up remains at the current level, average Wrocław vacancy rates in Warsaw are likely to reach at least .$. Kraków

Tri-City Rents Despite favourable conditions for property Katowice owners, headline rents in "#!! remained Łódź 1 at across most locations. In prime central locations last year they were in the EUR "/.%#-"..%#/sq.m/month range, while in 10 11 12 13 14 15 16 17 non-central locations they stood at EUR Source all charts: Jones Lang LaSalle !%-!..%#/sq.m/month. ( e development

continued on page 18

O+ ce Space

continued from page 16 Tenants become more conﬁ dent in major o% ce markets across Poland Warsaw Kraków Wrocław Tri-City Katowice Poznań Łódź Total Stock (sqm.) 3,644,800 514,100 385,800 349,650 253,800 243,800 229,900 pipeline’s ability to a+ ect rents was evident Completions in Q1 2012 (sqm.) 47,800 12,700 13,150 0 0 0 0 as developers embarked on an aggressive Under Construction Q1 2012 (sqm.) 582,000 55,850 107,000 95,300 44,500 64,400 38,500 pricing strategy to attract tenants and meet Vacancy Rate Q1 2012 7.3% 8.9% 4.3% 7.0% 12.2% 9.4% 16.9% bank lending requirements for '#-/#$ of * The arrows indicate the quarter-on-quarter change in vacancy level between Q4 and Q1 space to be pre-let. E+ ective rents, depending on the quality of the scheme, its size and visibility as well as the quality of the Skanska Property Poland’s two phases, to- Park Przemysłowy (0,'%# sq.m). Further tenant, were therefore often lower by as talling "#,*/% sq.m, of Green Towers; and up the pipeline, Skanska Property Poland’s much as "%$. Within the CBD average e+ ec- !%,### sq.m in Echo Investment’s Aquarius Silesia Business Park I and Secus Property tive rents in prime locations stood at EUR Business House. ( e nation’s lowest va- SA’s Piaskowa Business Center have been "#-"//sq.m/month; in other locations rents cancy rate edged up by around #.* percent- granted building permits and will together were EUR !"-!%/sq.m/month. At the same age point to /..$. ( is ) gure is, however, expand supply by "#,."" sq.m. Rents were time, the high investment costs of new subject to change depending on the actual stable, yet a dearth of supply is likely to projects prevented landlords from reducing level of completions. Headline rents stood at push them up slightly. Asking rents were at e+ ective rents below EUR !!/sq.m/month. EUR !"-!//sq.m/month, with e+ ective rents EUR !"-!//sq.m/month, and e+ ective rents Tighter lending criteria, competition for slightly lower, owing mainly to new projects, were EUR !!-!"/sq.m/month. tenants and projected fall in construction at EUR !!-!".%/sq.m/month. costs due to slowdown in infrastructure Poznań investments growth after EURO "#!" are Tricity (Gdansk, Gdynia, Sopot) In "#!! Poznań’s total o, ce stock stood at likely to limit upward pressure on rents. Take-up in the Tricity market in "#!! "%/,!"# sq.m. ( e key projects completed reached /",**# sq.m, of which new leases were the %,&'% sq.m Malta O, ce Park III Kraków accounted for more than 0&$, with pre-lets and the /,!0# sq.m Murawa O, ce Park. Un- Total prime stock in the second-largest o, ce making up around '%$. ( e largest transac- der construction are Immobel’s %,%## sq.m market after Warsaw stands at %'*,"'% sq.m. tions were Energa’s deal for &,### sq.m in Okrąglak, Von der Heyden Group’s !#,&## ( e key completions last year in the city in- TPS ’s Olivia Gate building and Young Digi- sq.m, Andersia Business Centre and, within cluded Green O, ce (phase I, building B and tal Planet’s lease of /,'*& sq.m in Allcon the old city, the !,0&/ sq.m Piątkowska O, ce phase II – building A, a total of !!,'## sq.m) Park III . At the end of "#!! Tricity’s stock Center. ( e largest leasing deal of "#!! was

BPOs and SSCs BPOs as well as Quattro Business Park (phase II , amounted to '"#,0!. sq.m. ( is total includ- Allegro’s deal for !/,.## sq.m in the Pixel !",### sq.m) and Bonarka/Business (build- ed phases II and III of Allcon Park, which to- building, which is under construction within ings A and B, a total of !%,*'% sq.m). ( e third gether contributed !%,!!. sq.m, and Olivia the Klaster Grunwaldzka complex. Vacancy phase of Green O, ce, Enterprise Park and Gate, within the Olivia Business Centre, rates in the fourth quarter stood at "",*.% the refurbishment of Jasnogórska !! are due which added !/,&." sq.m. Further phases sq.m, equating to !#."$ of the city’s total for delivery soon. A relatively large number of the Olivia Business Centre – Olivia Point o, ce stock. Take-up came to /&,.&. sq.m of developments are waiting on pre-lets. ( is and Olivia Tower, totaling "%,!/. sq.m – as and, as in most regional cities, new leases ac-

Poland includes the ) rst phase of the Dutch compa- well as Neptun (Hines), Opera O, ce (Euro counted for the largest share, &.$ of trans- ny East West Development O, ce’s Orange Styl), Alchemia (Torus), BCB Business Park action volume. Headline rents were 1 at at O, ce Park (!!,"'# sq.m) and Polish devel- (Bałtyckie Centrum Biznesu) and Garnizon EUR !/-!./sq.m/month, with e+ ective rents oper GD&K Group’s Avia building (!#,!!# Omega and Gamma (Grupa Inwestycyjna around EUR !"-!//sq.m/month. sq.m). Large deals such as Shell’s lease of Hossa) are now under construction. Asking !.,!## sq.m in Krakow Business Park and rents at year end were at EUR !'-!%/sq.m/ Łódź SABRE’s lease of &,*## sq.m in Buma Square month, and e+ ective rents were EUR !"- In "#!! take-up on Łódź’s market reached

Outsourcing boosted "#!! take-up to &&,'/# sq.m, down !'/sq.m/month. Robust occupier demand '*,!0% sq.m, of which &&$ were new leases. by !%$ on "#!#, which is not as high as ex- shrunk the vacancy rate by nearly 0 percent- ( e largest letting was Infosys BPO Poland’s pected. Vacancy rates at the end of "#!! were age points to !#./$ from "#!#’s level. lease of !%,### sq.m in Skanska Property down by "./ percentage points on the corre- Poland’s Green Horizon, which is scheduled sponding period of "#!# and stood at &.'$. Katowice for delivery in October. Despite a few large Take-up correction did not alter landlords’ At the end of "#!!, o, ce space in Kato- letting transactions, the delivery of &,0'# expectations and headline rents remained at wice amounted to "00,!## sq.m. Comple- sq.m in Park Biznesowy Teo) lów (BZ WBK EUR !'-!%/sq.m/month, with e+ ective rents tions totalled '0,"#* sq.m, of which %&$ and BZ WBK TFI ), pushed the vacancy rate at EUR !!-!'/sq.m/month. was taken up by new tenants. ( e larg- up to ""$. Rossmann’s 0,.## sq.m headquar- est lease deals were the renewal of Cap- ters completed in the fourth quarter. At the Wrocław gemini’s lease of %,0## sq.m in Altus and end of last year, Łódź’s total stock stood at Wrocław continues to strengthen its posi- Tauron’s and Ghelamco’s deal for similar "'',%%# sq.m. ( e largest o, ce due for com- tion as one of the fastest-growing o, ce mar- sized space in the Katowice Business Point pletion this year is the !&,### sq.m Green kets in Poland. O, ce stock totals /##,*&" o, ce building. Other lettings included Horizon. Echo Investment’s !*,### sq.m sq.m, of which !",#'# sq.m was delivered in Ruch SA’s deal for ",%## sq.m and Grupa Aurus is still in the development pipeline. "#!!. Takeup reached /0,&%# sq.m, powered Żywiec’s deal for ",%## sq.m. ( ese transac- Although Łódź’s space generated healthy by IBM’s lease of &,### sq.m in Wojdyła tions brought down the vacancy rate by . demand, asking rents were relatively low at Business Park and Credit Suisse’s lease of percentage points from the fourth quarter EUR !//sq.m/month, with e+ ective rents at %,&&# sq.m in the Grunwaldzki Center. As "#!#’s level to !!./$. Completions for "#!" EUR !#-!!/sq.m/month. much as *!,0&/ sq.m is under construction, will include the Opal Real Estate’s Kostki of- mainly in LC Corp’s "',*%/ sq.m Sky Tower; ) ce building (",0## sq.m) and Górnośląski Source: Cushman&Wake' eld '&

Subsidies Taxes, subsidies and other investment sweeteners

While most cities are “Eastern” Poland, an area which includes and fees speci) ed in the TLFA. Of major usually keen to trumpet the the cities of Bialystok, Lublin, Kielce, Rz- importance for business services inves- importance of a plentiful eszow and Olsztyn. ( ese cities are not tors is the exemption from real estate tax. yet “on the map” in terms of outsourc- ( e real estate tax is charged on land and and skilled labor force in ing investment, but they aim to catch up buildings. landing new outsourcing quickly, with the helpful of substantial It should be noted that tax exemption investments, the deal funding from the EU’s Regional Develop- aid based on the local council resolution ment Programme. ( ese cities are also is “automatic aid” which means that the sweeteners – ﬁ nancial increasingly keen to take jobs from the exemption is provided for in the law when incentives, tax-breaks, and more successful Polish cities such as Kra- an interested investor satis) es the crite- kow and Wroclaw, which are moving “up ria speci) ed in the resolution. However, subsidies – are often the key the value chain” targeting more sophisti- it is always required to submit an appli- factors in a ﬁ nal decision. cated jobs such as KPO and analysis – and cation for granting the aid in accordance as such are less likely to court entry-level with the instructions set out in the local jobs, such as from call centers or simple council resolution. All investment expen- processes. One of PAIZ’s jobs is to pro- diture incurred before the exemption is Details of deals are usually hushed up, bur- mote BPO/Outsourcing investment in granted can be considered eligible costs. ied in con) dentiality clauses, and city of- Eastern Poland, and the agency has funds %) Employment grants and employee- ) cials are reluctant to divulge the extent of available to further this objective. development subsidies: incentives granted to major new outsourc- Investors who satisfy speci) c criteria can ing investments. Yet with major political apply for ) nancial assistance from the and economic bene) ts 1 owing from big new Labour Fund. ( e amount of allocated deals – bene) ts such as hundreds or thou- assistance varies between employers and BPOs and SSCs BPOs sands of new jobs, higher personal income depends on the forms of cooperation with taxes, and a broadened corporate income tax the Poviat Employment Agency. ( e most base – city o, cials are quick to roll out the popular allocations include refunds of menu of incentives and subsidies available to training costs, co-) nancing the costs of new, large investors in the business services basic and additional working equipment sector. and internship programmes. ( e range While a rather simple and small-value of activities eligible for ) nancial support

Poland outsourcing investment deal can be nego- from the Labour Fund include: tiated directly with the city, larger invest- – Refund of training costs - reimburse- ments are likely to bene) t from the advice of #) Government grants. ( e Polish government of employer’s costs for training the Big /’s on-the-ground consulting teams, ment supports investors with grants for employees. other specialist consultants, or law ) rms. the creation of new jobs and investments – Reliefs for employers of people over ( e range of incentives can be grouped as in ) xed assets. Government grants are the age of %#. below. designed for enterprises investing in the – Co-) nancing the costs of basic and

Outsourcing automotive, electronics, aviation, busi- additional working equipment - re- ness services, research and biotechnology imbursement of basic and additional sectors. ( e support is granted based on working equipment costs for an unem- an agreement between the Ministry of ployed person referred from the Poviat Economy and an interested investor and Employment Agency. the resolution of the Council of Ministers – Internships - hiring an unemployed permitting to transfer the funds. More person without an employment agree- details at: HYPERLINK “http://www. ment with the employer. !) European Union money. ( anks to Po- paiz.gov.pl/strefa_inwestora/grant_rzad- ( e support is designed for employers land’s accession to the European Union, owy” http://www.paiz.gov.pl/strefa_in- who enable the unemployed to gain prac- many cities are able to access direct and westora/grant_rzadowy tical knowledge and skills by working in a substantial grants or investment refunds $) Exemption from real estate taxes: company without having to enter into an for large projects in the services sector Originators of new jobs can be totally or employment agreement. (i.e. creation of SSC/BPO, IT center, R&D partially exempted from real estate tax. Eligibility criteria: center). ( e local council has the right to exempt – unemployed persons up to the age of ") PAIZ. ( e Polish Information and Foreign investors from real estate tax as one of "% ("0 in the case of university gradu- Investment Agency (PAIZ) has a range of public aid forms by way of a resolution. ates, within !" months from the date ) nancial incentives and subsidies that Pursuant to the Tax and Local Fees Act shown in the diploma) - for !" months, should be explored. In particular, PAIZ of !" January !**! (TLFA), local councils – persons in a special situation on the la- has substantial funds that it can access are authorised to establish tax rates and bour market (Article /* of the Employ- to promote direct investment in so-called grant subjective exemptions from taxes ment Promotion and Labour Market )( Subsidies

Institution Act of "# April "##/). Manager’s Pro% le continents. Using Gdansk as a practical example, the Gdansk County Labor O, ce can o+ er grants Advice for setting up in Poland as follows: Lucyna Chwastowska Good local management is essential. Over USD .''"/equipment for a workstation Tieto the last "# years the local telecom market USD '!.%/training costs Director, Devices R&D Eastern Europe have developed a good supply of skilled USD .!./social allowances refund managers, especially in places aspiring to Operations in Poland be R&D outsourcing hubs, like Wroclaw Possibility to get trainee free of costs Tieto is the biggest supplier of IT services or Krakow. In such locations you may ( e Gdansk Scholarship is a ) nancial in- in Northern Europe. ( e company oper- also consider scanning local companies strument designed for companies planning ates in nearly '# countries and employs for potential partners - you don’t need to to have an operational unit in Gdansk. ( e over !&### people. In Poland we o+ er indo everything in-house. Another thing to programme has been organised with the aim tegration and consulting services to Polish remember are good relations with local au- of encouraging the creation of new jobs and telecom and banking sectors and we run thorities and universities. And last but not employment opportunities for students who signi) cant operations related to product least - take advantage of local brains: bring have to complete a range of necessary train- engineering ( software creation)- namely your people as close as possible to where ing when embarking on a professional ca- R&D consulting and outsourcing for cus- the added value is created - and let them reer in a new company. Financial assistance tomers from network infrastructure, mo- act. ( ere is surprisingly much creativity granted under the programme can be used bile devices, consumer electronics, auto- and 1 exibility in the way people do things for covering the costs of additional student motive and industrial high tech segments. around here. training and any travel, accommodation In Poland we employ !"## employees, and other expenses. ( e maximum scholar- almost exclusively IT engineers. We are Employees ship is PLN '#,### per student and can be organized into two main centers of excel- Employees are our main asset, so as a used within a period of . months. As soon lence - in Wroclaw and Szczecin, and we company we keep a close eye on their ca- as the training is completed, the student is have a sales o, ce in Warsaw. reers, personal growth and well-being. required to work for the company for at least We are running development programs !" months. So far, Gdansk Scholarships have with a main focus on young talents. As been awarded to such companies as Axciom, a socially responsible employer we not Zensar, Lufthansa and Kainos. only concentrate on our own employees “In "#!#, we were awarded a ) nancial but also through internships, workshops, scholarship by the Gdansk City Council. We trainings, and learning programs we share and SSCs BPOs sent three students to complete training in our knowledge with students and young Belfast where they were able to learn about enthusiasts. Our employees have a chance new programming technologies and work in to make use of a wide range of bene) ts. design teams together with their Irish col- Starting from sport activities for people leagues. For our students it was a prelude to willing to be ) t, through to fun-loving an interesting career, while for our company guys enjoying team events and playrooms,

it was an excellent way to give due attention to far-sighted and thrifty men who ap- Poland to our most valuable employees. After they How has your business changed? preciate investment funds. Great, friendly completed their internship training, we of- We started from an acquisition of RTS atmosphere appreciated by all our employ- fered them employment corresponding to Networks in Szczecin in "##., a company ees. their university courses. Two of them are with !.# employees and a strong portfo- still working with us today and have been lio of projects in R&D outsourcing for the Positive surprises of operating in Po- recently promoted.” – ) rm Kainos telecom industry. A couple of months later land and cost savings/e, ciencies.

&) Special Economic Zones (SEZ): we added a group of !/# engineers from ( ere are signi) cant reductions in Outsourcing ( e special economic zones were established former BenQ-Siemens site in Wroclaw. In OPEX that we experience ourselves and initially to attract more manufacturing product engineering solution, these two that we o+ er directly to our customers. and production investment into Poland, locations created an excellent core team, But equally important: placing R&D out- but in recent years the Zones have be- which we then nearly quadrupled. ( is sourcing in Poland gave us access to a large come keen to attract business services in- success story and a noticeable growth pool of talents, which often counts for vestment as well. ( e SEZs are generally of the Polish telecom industry made the more than just pure savings: when time to equipped with a full-range of technical in- corporation decide to enter the local mar- market is king, having truly unique com- frastructure, and are exempt from income ket and set up local sales teams in other petences combined with scalability bring tax (personal/corporate income tax). ( e than product engineering divisions. In the the competitive advantage that our cus- extent of tax exemption depends on the meantime, the responsibilities in software tomers are looking for. investment value or the number of cre- creation area have grown signi) cantly and ated jobs; at least a %-year history of busi- now embrace full scope of operations - Role of grants ness operations after the completion of production, project management, delivery Governmental subsidy did not play a role the investment; the total extent of tax ownership and customer management. when setting up operations in Poland, but exemption may not exceed the limits fol- Tieto Poland is now seen in the corporate did have a signi) cant impact on the deci- lowing from EU regulations on regional strategy as a main center of R&D excel- sion to grow it further. We have been using aid; and minimum value of investment lence in Europe, one of the three centers a governmental subsidy since "##& and, is EUR !##,###. Many technology parks globally (others are China and Philip- naturally, will be more than happy to use have been set up within SEZs, to take ad- pines), supporting our customers on three it even more. vantage of the government incentives. )' Manager’s Pro% le

Martin Ring BNY Mellon (Wroclaw) Headquarters (global): New York Managing Director [email protected]

Operations in Poland: As part of BNY Mellon’s e+ orts to optimise its infrastructure and to support its ongoing growth strategy, in March "#!" the company announced the creation of a new Global De- livery Centre (GDC) in Wroclaw. ( is decision is in line with the company’s aims of consolidating high quality operations service delivery to clients in a smaller number of global locations. ( rough this strategy the company is leveraging the new GDC’s proximity to a skilled workforce in an economically attractive location and a pre- ferred time zone. At the same time, it will allow us to consolidate some more common functions required to service our increasingly global client base. Sta+ at the new Centre will work in highly skilled roles predominantly in the areas of Investment Accounting and Securities Transaction Processing.

How do you expect it to develop? ( e new Centre will leverage our existing

BPOs and SSCs BPOs Wroclaw-based o, ce, formerly operated by PNC Global Investment Servicing, which BNY Mellon acquired in July "#!#. ( e o, ce in Wroclaw currently employs just over !## source of knowledge and expertise. BNY nities through the provision of two days sta+ supporting Investment Services busi- Mellon has certainly received a warm wel- fully paid leave to each employee to perform nesses and has capacity for up to '!#. come from all of these agencies, organisa- voluntary community work, we also sup- Wroclaw becomes BNY Mellon’s ) fth tions and individuals and this has proved port sta+ fundraising e+ orts by matching

Poland Global Delivery Centre (GDC) – the others very bene) cial as we look to grow our busi- their donations etc. ( rough our Commu- continue to be located in Pittsburgh, Man- ness in Poland. nity Partnership Giving Program, employees chester, Pune, and Chennai. have been able to contribute in a meaningful ( e designation of our Wroclaw location Employee issues way to a local orphanage for children with as a GDC underlines the continued impor- Highly educated and quali) ed sta+ from special needs. tance of Continental Europe to our global graduates to senior managers. Our culture strategy and represents a signi) cant invest- is very important to us and we look to align Positive surprises – and critiques – of op-

Outsourcing ment by the Company in supporting our fu- our employees with those values, so techni- erating in Poland ture growth in the region. cal competencies and ‘soft’ skills are of equal We have a great team here in Wroclaw and importance to us. we are very impressed by the high levels of Advice to other managers about setting up We recognise the high potential and will- dedication and enthusiasm displayed by our Poland is a great place to do business, but it ingness to learn among our sta+ , and these employees. Wroclaw is a major university is very important to understand the legal, ‘can do’ qualities will be key as we seek to city and so has the demographics we look statutory and regulatory framework. Good build our GDC. We also recognise that the for; the close proximity of other, neighbour- taxation, accounting and legal guidance is es- labour market is competitive (in particular ing university cities also o+ ers a deep pool sential when setting up a new business here. in our industry) and we believe we enjoy a of educated, talented and motivated gradu- ( e business support framework estab- strong advantage when it comes to partner- ates possessing excellent English and other lished in Wroclaw by the Lord Mayor, Presi- ship. foreign language skills. dent Dutkiewicz, is excellent. ( e Wroclaw We build a partnership internally with Agglomeration Development Agency (ARAW) our employees by fostering an environment Did subsidies from Polish authorities play are very pro-active and they have provided that encourages ‘accountability’ around an a role in your decision to set up in Poland? continual support to our business as we have individual’s own development and career We are in discussions with the Polish govern- been developing. ( e Polish Information and progression. Backed up by our commitment ment to secure a special purpose grant for Foreign Investment Agency (“PAIIZ”) are also to equal opportunities and internal learn- employment in relation to the development very helpful and supportive. ing & development schemes, this provides of our Global Delivery Center. ( is is natu- ( e ABSL (Association of Business Ser- our employees with opportunities to grow rally an important factor to be considered vice Leaders) has recently established a local together with our company. Externally we along with the other advantages that Wro- chapter in Wroclaw and this is also a great build partnerships with our local commu- claw and Poland have to o+ er. )) PRESENTS

Nordic Shared Services /UTSOURCINGForum 2012

TH TH/CTOBERs-UNCHEN"RYGGERIET 3TOCKHOLM 3WEDEN

Attend this comprehensive event to discover the latest industry insight on: 3HAPINGTHEFUTUREOF.ORDIC33/ s .ORDIC3OURCING3TRATEGY “The event was really valuable for me and I found the case studies to be very interesting. It’s great to see why a s $ATAAND!NALYTICS company has selected a particular solution and how it s %204RANSFERAND5PGRADE played out for them.” s )4/UTSOURCING Tina Jørgensen, Finance Manager, Novozymes s 4ALENT-ANAGEMENT “The best thing about this event is to hear the experiences s %20RECONCILIATION and challenges faced by other companies in the region and how you can avoid them.” Don’t miss this exclusive chance to join us in Aila Tukonen, Head of CFS Process Management, Fortum Oyj Stockholm to exchange strategies and best “Excellent! The most valuable meeting of its kind in the region.” practice with senior peers from across the region! Antanas Miseikis, Chief Investment Project Manager, Invest Lithuania

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Szczecin Bydgoszcz Gdynia Gdańsk arvato Bertelsmann AGNAT CWB Paweł Roman Asseco Poland Sony Pictures Acxiom BL Stream Alcatel – Lucent Poland Contact Center BEST Speednet Arla Coloplast Shared Services Asseco Poland CTDP DNV Polska Thomson Reuters Asseco Contact Center Astaro Eniro Polska Geoban WNS Bank BPH/G Gamelion Atos Origin IT Services FPA Group Nordea Bank Poland Bayer GaveKal Bank BPH JP Morgan Reuters Europe Compuware Metro Group Bank Pocztowy Livingstone Intl Contact Cent Metro Services PL CPD-COR Poczty Polskiej Makromedia Fineos Nordic C&D Company OKB Paweł Cegielnik Toruń First Data General Elect Object Connect Orange / TP Itella Information Sopot Sonion Sambora A.Kaźmierczak Geoban Goyello Stream Global Services Sunrise System Mierzyno Goyello Tieto Poland Sp.z o. o. Telenova Polska HK Finance& TietoEnator Teleplan Poland Calling Poland IBM Unicredit Business Partner Tm Service Roma Buko Sonion TP Unizeto ZETO Prus Poznań Konin Mierzyno Humax arvato (Bertelsmann) arvato (Bertelsmann) Grupa BCC External Services Open Text Bridgestone EBS Holicon Contact Center Q-Partners Piła Gdynia Business Consulting Center HolidayCheck Randstad Phillips Sopot Carlsberg ASC IKEA SS Roche Ciber Inteligence Samsung Gdańsk Pru Contact Center Itella Information Sii IT outsourcing Tczew Dalkia Services Jerónimo Martins Starter Truck Services O Deloitte BPO Kennametal Center Services Talex Szczecin Digital-Center Kle$mann Telcordia Technologies Duni European Financial Centre Lorenz Snack Unilever External Services Magellan Software W.R.Grace Franklin Templeton MAN Wikia Toruń GlaxoSmithKline McKinsey&Company SSC ZETO Grace Mentor Graphics Zielona Góra Bydgoszcz Grant Thornton Frąckowiak Microsoft ABD Piła BPOs and SSCs BPOs

Łódź Poznań Konin ABB DHL Express Philips Accenture Dimar Polkomtel W ACS Solutions Poland/Xerox Ericpol Telecom PTC Zielona Góra AMG.net Fujitsu Technology Solution Randstad Payroll Solutions G Atos Origin GE Power Controls Rule Financial Łódź

Poland Bank Pekao SA IBM SAP BNP Paribas Fujitsu Services Indesit SouthWestern BPS Poland Rawa Mazowieck Bosch&Siemens Infosys BPO Poland T-Mobile Wrocław BSH INTERsoft Tate&Lyle BSS – Business Support Solution LSI Teleca Częstoch Cardif Services MacoLab TomTom Opole CERI International Mbank&Mulitbank TP Tarnowskie Citi Handlowy Mellon Transition Technologies Góry ów CitiFinancial Mobica Unicredito Bytom Chorz Outsourcing Comarch Nordea Virtual Viewing D Contact Center Nordea Operation Center Warta Insurance Group Gliwice CWS-boco Polska Nycomed/Takeda So Wrocław Opole Tarnowskie Góry Sitel Katowice Atos KPIT Cummins Call Center Inter Galactica Bytom Becton Dickinson McKinsey&Company Capgemini Contact Center Liberty Ruda Śl. BNY Mellon Mphasis Future Processing Chorzów Capgemini Software Solution Centre Networks Opta data Central Europe BPO Nokia Siemens Networks PZU/PZU Życie Gliwice OEX/Archidoc Bielsko-Biała R.N.G. Credit Safe Opera Software General Motors Tenneco Diehl Controls PNC (PFPC) Goyello Vattenfall Business Services Dolby QAD Ista Shared Services Ista Ernst&Young Randstad Payroll Solutions Pregis Tauron Ruda Śląska Fagor Mastercook Remy International getsix Research & Engineering Center Arteria/Gallup Geoban Ruukki Global e-Business Operations (HP) Santander Consumer Bank Katowice Google Siemens AG 4EverNET CYCLAD ING Services Poland Proximetry Hamilton Sundstrand Tieto Poland Archidoc Deloitte BPO Ista PwC IBM Global Services UPS Arinso People Services DisplayLink IT4Q Rockwell Automation Irevna Volvo Arteria/Gallup ENIRO Poland Katowicki Holding Steria Wabco Asseco Poland Ericsson Węglowy Tauron Whirlpool Asseco Systems Ernst&Young Kroll Ontrack Timken Bielsko Wipro Bombardier Eton Park/Ruch Mentor Graphics TP Avio Center of Excellence Credit Suisse Capgemini BPO France Telecom Neubloc Unilever Grupa Żywie Capgemini ITO Gliwice NorthgateArinso UPC Cooper-Stan Comarch Grant Thornton Intl OEX/Archidoc Vattenfall EnerSys )! Contact Center Heineken/Grupa Żywiec Poczta Polska Warta Fiat Services Services Centers in Poland

Warsaw Implix Sony Pictures 3MC Poland Billennium GBI OSG Records Management Intel Technology Poland Synopsys 7N Blooming Technologies GDF IT Consulting Outsourcing Experts Jeppesen by Boeing Transcom ABG SA Bonair Gemius P4 PlayMobile E Capital Kainos Willis ABN Amro BOŚ General Electric Partner Holding Management Lufthansa Systems Young Digital Planet Accenture BSH GlaxoSmithKline PayrollCenter Masterlease Zensar Technologies Acxiom BST EURO-CENTRUM GM PBS Polska ter Meritum Bank ADDICO Business Consulting Solutions Grant Thornton Frąckowiak Pharmaceutical Research Ncomputing Adecco Poland C-Land Groupe Laser Associates Nordea Bank Poland Olsztyn ADP Poland Call Center Poland Grupa Marketingowa TAI PLL LOT tric Playsoft Aegon Capgemini Polska Gtech (Lottomatica) Process Solutions PZU CITI Group Akademia Rozwoju Systemów Carrywater Group Guest-Tek Procter&Gamble SII France Telecom Sieciowych Centrum Gospodarczego Healthcare Consultants Progress Software Accounting Elbląg ARPI & Partners Doradztwa Strategicznego Heuthes Prokom Software Arteria Citibank Europe Hewitt Associates Provident Poland Alstom Kętrzyn Contact Center arvato (Bertelsmann) Comarch Hewlett-Packard PTC szcz Gdański InfoPower Philips Asseco Business Solutions Commercial Union Hogart PTK Centertel AstraZeneca Pharma Communication Service Hudson PZU Centrum Operacji OPEGIEKA Ciechanów Tczew Atemis Comp IBM Qumak-Sekom LG Electronix Athenasoft Computer Associates IDS Scheer Polska Randstad Payroll Solutions Contact Center Contact Center ATT 2000 Compuware IFS RBS Autodesk Comtica IMPAQ Renault Elbląg Avon Contact Center Inforsys Roche Axel Springer ContactPoint Intentia Rodan Systems uszcz Gd. BanCom CTM Teleperformance Inter Partner Assistance Roedl Outsourcing Kętrzyn Batex dcs.pl Intergraph Europe RR Donnelley lsztyn Betacom Deloitte IQFM S&T Services Poland DHL Express IT Business Centre Samsung Electronics Białystok Diehl Controls IT Business Consulting Group SAS Institute Intrum Justitia Dimar IT ECS Sellpoint ń Direct Communication Itella Information Sii Grójec Dynamic Generation Jones Lang LaSalle Simple Białystok Faurecia Epicor Software Lawson Software Sitel z Ciechanów Esselte Liberty Mutual Softomasz Rawa Mazowiecka Euro-in i Partnerzy Lionbridge Sygnity Contact Center Ever Grupa Logitel Symantec and SSCs BPOs Evercom Macrologic SA Tieto Poland Radom Exorigo MAD System TIM Outsourcing P.Kałużny n CPD Ministerstwa Finansów Extor Management Data Systems TMF Polska Energetyczne Centrum Fingroup Polska Matrix.pl SA Transition Technologies WARSAW Europe Calling FK SERWIS McKinsey & Company Update CRM Intermedia Consulting FPA Group MCX Systems Wapro rójec Iron Mountain Mellon Warsaw Software Group SMG/KRC Microsoft Webtel

Telbridge Radom Mobica Wipro Poland Poland ka Lublin NextiraOne Polska Xerox Kielce Radom Asseco Emperia Info Orange howa Britenet Genpact PCM ALBIT Info Enterprise PI Prokomp Comarch Inteligo-PKO BP Proama Altar Infonetax PT-I “ZUBIX” Kielce Lublin CRH Żagiel Kredyt Bank Warta 24 Plus BC&O Polska Infover PTI Sotronik ów e-sąd (e-Court) MikroBIT Zeto Biomedic INFO Inter Galactica PUI “Mario-Soft” CenterIT Kolporter Info Sanek

Dąbrowa Górnicza Rzeszów CSK ZETO Kophard Software Teledirect Outsourcing Carlson Wagonlit Cross Jeans Pratt&Whitney ComplexComputers MaN Complex Telbridge osnowiec Travel Hamilton Sanoﬁ Aventis Contact Center NOM Smartway CUF ACP Pharma Sundstrand Soft System F.U.H. Older PKB info Kraków CZI ICN Polfa Rzeszów SI Set(h) Rzeszów Contact Center K&K Select ZETO-Rzeszów ContactPoint Orange Myślenice Krosno Kraków ABB CH2M Hill Exult Metrosoft Poland Accounting Plaza Chatham Financial Flying Fish Motorola GSC Krosno A!liated Computer Services Cisco FMC Technologies Nokia Simens Contact Center AFS Cli$ord Thames Fortis Bank Philip Morris Intl Akamai Comarch FQS Poland Pliva Cracow Alexander Mann Solutions Communication Factory Google Operations Centre PNO Consultants Amer Sports Contact Center HCL Poland Quorum Intl Częstochowa Amway Deloitte BPO Heineken Rolls Royce TRW Automotive Myślenice Antenna Volantis Sytems Delphi (TCK) Hewitt Associates RR Donnelley Europe Dąbrowa Górnicza Cooper-Standard Apriso Delta Vista Poland Hitachi Data Systems Sabre Holdings Avereast Group Digitland HSBC Service Delivery Selvita Alba DHL Logistic AZSoft DreamLab Onet.pl HTS-Comarch Shell SSC Poland Arcelor Mittal Wipro Bayer EDF IBM Poland Software Mind Sosnowiec BNP Paribas Electrolux IFS State Street Corporation o-Biała Contact Center Capgemini BPO Element14 Iloop Mobile Tesco Poland France Telecom Capgemini ITO Elettric 80 Intelenet European Services UBS Poland SC ec Tychy Capita EPAM Systems International Paper Poland UPM Kymmene dard Automotive Capnor Poland Ericpol Telecom Lufthansa Airline Wyse Technology Orange CBB Call Center ESET Lurgi Poland s CGI Euroscript Poland Luxoft )" BPO/SSC Companies in Poland

Bielsko-Biała Contact Center sp. z o.o. Number of Employees: 1/ HQ of parent company: France Services provided: Finance, Accounting SSC Avio Year started in Poland: -444 HQ of parent company: Poland Number of Employees: in Poland: 14-1 Arcelor Mittal Services provided: SSC Services provided: Telesales, sales support, databases, HQ of parent company: Poland Management in Poland: ++ ,-+ ./ -0 call centre, debt recovery, marketing research, o! ce Number of Employees: 0//-+// services, voice recordings, business consultancy, han- Services provided: SSC Centrum Finansowo – Księgowe Grupy Żywiec S.A. dling overﬂ ow tra! c, contact centre virtualisation Management in Poland: Abhijit Roy – CEO & BOD Number of Employees: -1. Management in Poland: Zbigniew Biały – President of Chairman, +0 332 22 22 Services provided: SSC the Management Board Management in Poland: ++ ,02 0/ // DHL Logistic CTDP Sp. z o.o. & Co. Sp. k. HQ of parent company: Poland Centrum Finansowo-Księgowe Żywiec Sp. z o.o. HQ of parent company: Poland Number of Employees: More than 0// HQ of parent company: Poland Services provided: Call center Services provided: Logistic Outsourcing Year started in Poland: 0//3 Management in Poland: Krzysztof Sikora – Member of Number of Employees: -./ the Board Wojciech Sikora – Member of the Board Wipro Services provided: SSC – accounting, ﬁ nance HQ of parent company: Poland Management in Poland: Krzysztof Bula, krzysztof.bula@ Eniro Polska Sp. z o.o. Number of Employees: -./ grupazywiec.pl, ++ ,02 00 /-; Agnieszka Pluszcz-Bernat, Services provided: Call Center Services provided: Finance, Accounting Outsourcing [email protected], ++ ,02 00 /- Management in Poland: Ramesh Phillips – Member of FPA Group Sp. z o.o. the Board, Michał Szop – HR Manager Cooper-Standard Automotive Polska Sp. z o.o. HQ of parent company: Poland HQ of parent company: USA Year started in Poland: 0/-/ Gdańsk Number of Employees: 2/ Number of Employees: 3/ Services provided: SSC Services provided: Financial services Arla Global Financial Service Centre Sp. z.o.o. Management in Poland: ++ ,0, 4- /- Management in Poland: Radosław Osmólski – President (Gdańsk) of the Board HQ of parent company: Denmark EnerSys Sp. z o.o. Year started in Poland: 0//, Number of Employees: -// JP Morgan Poland Limited sp. z o.o. Number of Employees: -01 Services provided: SSC – usługi księgowe i obsługa HQ of parent company: USA Services provided: Finance, corporate shared services klienta EnerSys Year started in Poland: 0//, Management in Poland: Arne Sørensen, arne.so- Management in Poland: ++ ,00 1+ ,- Services provided: Financial services [email protected] Management in Poland: Waldemar Jasiński – Vice Fiat Services Polska Sp. z o.o. President Nordea Bank Poland

BPOs and SSCs BPOs Services provided: SSC (Gdansk) Management in Poland: ++ ,-+ 0- // Livingstone International (formerly JP Morgan HQ of parent company: Scandinavia Chase Polska sp. z o.o.) Year started in Poland: -44- Bydgoszcz Services provided: Finance Number of Employees: Over 1// Services provided: Finance/IT AGNAT Sp. z o.o. Makromedia Sp. z o.o. Services provided: Call Center Services provided: Call Center Acxiom HQ of parent company: USA Alcatel – Lucent Poland Sp. z o.o. Obsługa Klienta Biznesowego Paweł Cegielnik Year started in Poland: 0//3 HQ of parent company: USA / France Services provided: Call Center Number of Employees: -0/

Poland Number of Employees: 3// Services provided: IT Services provided: IT service desk, R&D Orange / TP S.A. Management in Poland: Andrzej Dulka – President of HQ of parent company: France Bank BPH/GE Capital the Board Services provided: Call Center HQ of parent company: USA / Poland Year started in Poland: -443 Asseco Poland Sp. z o.o. Sambora Aleksandra Kaźmierczak Number of Employees: 04// HQ of parent company: Poland Services provided: Call Center Services provided: Finance Services provided: IT Sunrise System Sp. z o.o. Bayer

Outsourcing Astaro HQ of parent company: Poland HQ of parent company: Germany Year started in Poland: 0/-- Management in Poland: Remigiusz Wojciechowski Atos Origin IT Services Sp. z o.o. Number of Employees: Goal: -1/ HQ of parent company: France Services provided: IT Compuware Year started in Poland: 0//, Management in Poland: Janusz Bogaczyk – President of HQ of parent company: United States Number of Employees: 0// the Board Year started in Poland: -44, Services provided: IT service desk Number of Employees: above -1/ Management in Poland: Dariusz Baran – President of Telenova Polska Services provided: IT the Board Services provided: Call Center Contact Center sp. z o.o. Bank BPH S.A. – Centrum Korporacyjne Teleplan Poland Sp. z o.o. HQ of parent company: France HQ of parent company: Poland HQ of parent company: Holland Year started in Poland: -444 Services provided: Financial services Year started in Poland: 0/-/ Number of Employees: 14-1 Number of Employees: +// Services provided: Telesales, sales support, databases, Bank Pocztowy S.A. – Centrum Operacyjne Sp. z Services provided: IT call centre o.o. Management in Poland: Bob Jason – General Manager Management in Poland: Zbigniew Biały – President HQ of parent company: Poland Services provided: Financial services Tm Service Roma Buko Fineos Management in Poland: Robert Ratajczak – President Services provided: Call Center HQ of parent company: Ireland of the Board Year started in Poland: 0//4 Zespół Obsługi Klienta, Przedsiębiorstwo Number of Employees: 00 Centrum Przetwarzania Dokumentów – Centralny Informatyki ZETO Bydgoszcz S.A. Services provided: IT Ośrodek Rozliczeniowy Poczty Polskiej Services provided: Call Center HQ of parent company: Poland First Data Services provided: Financial services Dąbrowa Górnicza HQ of parent company: USA Year started in Poland: 0//3 Centrum Wsparcia Biznesu Paweł Roman Alba Number of Employees: -+/ Services provided: Call Center HQ of parent company: Poland Services provided: ﬁ nance )# BPO/SSC Companies in Poland

First Data Global Services Ltd HQ of parent company: USA Manager’s Pro% le Year started in Poland: 0//3 Number of Employees: -+/ Barbara Sek Services provided: Finance, SCM, IT, PM, HR Transcom WorldWide CMS Management in Poland: Krzysztof Luty, 1, 32+ 23 //, krzysztof.luty@ﬁ rstdata.com Poland Ltd. Wrocław, Gdańsk, Olsztyn General Electric Headquarters (global): Geoban S.A. Spółka Akcyjna Oddział w Polsce Luxembourg Area General Manager, Goyello Poland CMS HQ of parent company: Netherlands Year started in Poland: 0//2 [email protected] Number of Employees: 2/ Services provided: IT Operations in Poland: HK Finance&Accounting Transcom Poland was established HQ of parent company: Poland in "##' and now operates out Year started in Poland: 0//1 of three locations in Wrocław, Number of Employees: no data Services provided: Finance and accounting Gdańsk and Olsztyn, with a total capacity of over %'# seats. Trans- IBM com CMS Poland with its seat in HQ of parent company: USA Year started in Poland: 0//4 Wrocław o+ ers credit manage- Number of Employees: 0/ ment services and specialises in Services provided: Consulting, application services, IT amicable and legal collection of Implix retail mass portfolios of receiv- HQ of parent company: Poland ables, commissioned by clients Year started in Poland: 0//3 from various sectors and having Number of Employees: -// Services provided: IT debtors in the territory of Poland. Employee issues Intel Technology Poland How has your business changed? In Poland people are well-educated, open- HQ of parent company: USA Year started in Poland: -44, Transcom started in Poland with provid- minded, motivated to work and have many Number of Employees: 2// ing customer management services (CRM) required skills, e.g. language and soft abili- Services provided: IT from its site in Olsztyn. After / years, in ties. You receive this from your employees and SSCs BPOs Jeppesen by Boeing "##0 it added credit management services and in return, you should ensure a stable HQ of parent company: USA (CMS) to its portfolio. In the same year work environment and a possibility to de- Year started in Poland: -44, Transcom established a law ) rm to support velop. ( is builds strong relationship based Number of Employees: -1/ Services provided: IT clients with legal services and set up an of- on mutual bene) ts. ) ce in Gdańsk to strengthen its position in Kainos CRM part of business. What`s next? Based Positive surprises – and critiques – of op- HQ of parent company: Ireland Year started in Poland: 0//, on our global experience it will be seeking erating in Poland: Poland Number of Employees: 1/ new communication channels and supply- Positive: talented young people including Services provided: IT ing customer care through social media. top managers, developed IT infrastruc- Lufthansa Systems ture, wide o+ er of o, ce space, stable HQ of parent company: Germany Advice to other managers about setting up political and economic environment, con- Year started in Poland: -44, With nearly /# million people and its geo- stantly improved air and road transport. Number of Employees: ++/ Services provided: IT graphical position, Poland is still an emerg- Negative: relatively frequent changes

ing country with a great potential for BPO in legal regulations, social costs related Outsourcing Masterlease (Futura Leasing, Prime Car service providers. For those who look for to employment above the average, not Management) HQ of parent company: UK outsourcing destinations I would recom- cheap modern o, ce space in big cities. Year started in Poland: 0//2 mend that you familiarize yourself with Polish authorities are interested in at- Number of Employees: -,/ Polish labour and education market and tracting foreign capital but their awareness Services provided: Finance choose a city with strong universities that of how to create good investment condi- Meritum Bank provide skills that are valued in business. tions is below the average. As a develop- HQ of parent company: Poland ( en, one should set priority orders (e.g. ing country, Poland needs time to be well- Year started in Poland: 0//, Number of Employees: App. 1// rent costs, infrastructure) and choose a lo- prepared in this matter but still, I incline Services provided: Finance cation based on this. One can also take ad- to believe that setting up here has many vantage of local advisers who provide all le- positives regardless of poor incentives from Ncomputing HQ of parent company: USA gal and operational background in Poland. authorities. Year started in Poland: 0//4 Number of Employees: 1/ Services provided: IT PZU Number of Employees: ,/ HQ of parent company: Poland Services provided: IT Playsoft Year started in Poland: 0/-/ HQ of parent company: France Number of Employees: 3/ Synopsys Year started in Poland: 0//4 Services provided: Insurances/ﬁ nance HQ of parent company: USA Number of Employees: -// Year started in Poland: 0/-/ Services provided: IT SII Number of Employees: -// HQ of parent company: France Services provided: IT Year started in Poland: 0//4

)$ BPO/SSC Companies in Poland

Transcom Nordea Bank Poland Katowice HQ of parent company: Sweden HQ of parent company: Scandinavia Year started in Poland: 0//3 Year started in Poland: -44- Number of Employees: +// Number of Employees: Over 1// Grupa Żywiec: In "#!! Grupa Żywiec SA Services provided: Contact center Services provided: Finance/IT established a Customer Service Centre Willis Reuters Europe SA in Katowice. Grupa Żywiec, a member of HQ of parent company: UK the Heineken Group, is one of the most Year started in Poland: 0/-/ Sony Pictures Global Business Services Sp. z o.o. important investors in the region. Cus- Number of Employees: App. -/ currently HQ of parent company: United States Services provided: Finance Year started in Poland: 0//4 tomer Service Centre with the functions Number of Employees: -+/ of call center employs ".# people. Centre Young Digital Planet Services provided: Finance, SAP support, Payroll has its o, ce in Katowice Business Point. HQ of parent company: Finland Management in Poland: Michal Gryglewski, 2/, .13 Year started in Poland: -44/ 2//, [email protected] ( e main activity of the new CSC is ac- Number of Employees: 1// tive acquisition and order handling from Services provided: IT, R&D Speednet more than &#,### stores located all over Year started in Poland: 0//3 Zensar Technologies Number of Employees: ,/ the country. HQ of parent company: India Services provided: IT “Grupa Żywiec appreciated potential of Year started in Poland: 0//3 the Agglomeration. Katowice was selected Number of Employees: ./ Thomson Reuters Services provided: IT HQ of parent company: United States because of the easy access to skilled work- Year started in Poland: 0//2 ers, low costs of setting up the Center, Asseco Number of Employees: 4// good transport, ICT infrastructure, opti- (Tri-City) Services provided: IT and ﬁ nance, contact center Number of Employees: -/// mal standard of real estate and short time Services provided: IT WNS for starting the project”- said Mariusz HQ of parent company: India Borowiak, Board Member, Sales and Dis- Sony Pictures Global Business Services sp. z o. o. (Tri-City) Katowice tribution Director of Grupa Żywiec. Huge HQ of parent company: USA commitment and support of the local au- Year started in Poland: 0//4 General Motors thorities, particularly of the Katowice City Number of Employees: Over -// (Gliwice) Services provided: SSC – Finance Number of Employees: /--// Hall and the Poviat Labour O, ce in the Management in Poland: Michal Gryglewski – Managing Services provided: SSC recruitment process was important for Director, [email protected]; Jarek the company. Zboralski – HR Director, [email protected]. Goyello com (Gliwice) Number of Employees: /--// NumberNb of fEl Employees: /--//

BPOs and SSCs BPOs Gdynia Services provided: BPO/ITO Services provided: R&D Management in Poland: +0 ++, 1- /./// Asseco Poland SA Ista Shared Services (Gliwice) Vattenfall Business Services BEST HQ of parent company: Poland (Gliwice) HQ of parent company: Poland Year started in Poland: 0//2 HQ of parent company: Poland Year started in Poland: -44. Number of Employees: 20/ Number of Employees: -1/ Number of Employees: App. .1/ (in Gdynia and Elbląg) Services provided: Shared Service Centre Services provided: IT, Finance, Accounting SSC Services provided: Outsourcing of dept collection Pregis Ista Poland DNV Polska (Gliwice) (Gliwice, Katowice) HQ of parent company: Poland Number of Employees: 1//--/// Geoban S.A. SA Oddział w Polsce Year started in Poland: 0//, Services provided: SSC HQ of parent company: Spain Number of Employees: More than -// Year started in Poland: 0//, Services provided: Finance, Accounting SSC Tauron Number of Employees: 21/ (Gliwice, Katowice) Services provided: Banking operations management Tenneco Number of Employees: +//-1// Management in Poland: Raimo Kesti, [email protected] (Gliwice) Services provided: SSC Management in Poland: +0 +/+ +2 /-, +0 33. 03 /. Outsourcing Trojmiasto: +EverNET Services provided: BPO/ITO dent of Bayer. Ehle said it will be primari- Management in Poland: +0 34/ 33 33 Bayer: As a direct outcome of an internal ly focused on knowledge-based processes, F & A reorganization, Bayer has opened in particular in the ) eld of internal ac- Archidoc HQ of parent company: Poland a new ) nancial-accounting center in Tri- counting. Year started in Poland: -44. City. In an e+ ort to increase productiv- Number of Employees: about 02/ ity and increase the competitiveness of WNS: Indian group WNS Global Ser- Services provided: BPO Management in Poland: Piotr Cholewa – Owner, its accounting services, processes will be vices, a company founded in !**. and Konrad Rochalski – President, Waldemar Nowicki – grouped together in its Finance & Ac- listed on the New York Stock Exchange, Vice President of the Board counting Shared Services Center, sup- started recruiting in April for employees Arinso People Services Sp. z o.o. porting businesses in central and eastern for its new Gdansk F&A centre, which HQ of parent company: Poland Europe, and focused initially on stan- will employ several hundred people, in- Year started in Poland: 0//+ dardized accounting processes. Bayer will cluding those who speak Spanish, Por- Number of Employees: ,2 Services provided: HR and SSC hire more than "## people for the center, tuguese or Italian. “TriCity is winning Management in Poland: Tomasz Gadaj, info.pl@ngahr. which opened in March "#!". Remigi- some big global deals recently, includ- com, +0 3+2 3- // usz Wojciechowski is responsible for the ing WNS, Bayer, OIE Support and Metsa Asseco Poland S.A. opening of the project. “I am proud of the Group”, said Adam Sikorski, director at HQ of parent company: Poland fact that Bayer AG has chosen Poland as Thomson Reuters, which operates a cen- Number of Employees: +1/ the location”- said Dr. Dirk Ehle, Presi- tre in the region. Services provided: IT Services Management in Poland: Adam Góra – President

)& BPO/SSC Companies in Poland

Asseco Systems HQ of parent company: Poland Manager’s Pro% le Number of Employees: about .. Services provided: Software Solutions Wojciech Bartz Page Personnel Bombardier HQ of parent company: Poland Year started in Poland: 0/// I started working for Page Personnel in Number of Employees: about ,/ Poland in "#!!. I began on the position Services provided: R&D of Recruitment Consultant specialized Capgemini BPO in running recruitment processes within HQ of parent company: France SSC/BPO sector. After seven months I Year started in Poland: 0//+ Number of Employees: 00// was promoted to the position of Senior Services provided: Finance & Accounting, Customer Consultant and currently I am responsible Care, Procurement, Marketing, Financial Services for managing own team and developing Management in Poland: Marek Grodziński SSC/BPO unit within Finance & Account- Capgemini ITO ing Division. On daily basis I am in charge HQ of parent company: France of recruiting candidates on behalf of the Year started in Poland: 0//1 Number of Employees: -1// world’s biggest employers operating in Po- Services provided: Infrastructure Management land as well as HR consultancy for Clients I have studied Political Science and Management in Poland: Daniel Habrat running Shared Service Centers across the Management & Marketing at University Comarch country. of Szczecin and Universita’ degli Studi di HQ of parent company: Poland My whole professional life is connected Genova. Year started in Poland: 0//. with Shared Service Centers and Business I am '! years old. I was born and grew Number of Employees: 00/ Services provided: BPO, Outsourcing IT services, IT Process Outsourcing - I worked for Accen- up in Szczecin. During my studies I moved solutions and help, software & hardware support ture, where I was responsible for process to Italy and spent there almost " years. I Management in Poland: Janusz Filipiak – President of migration from Italy and had regular con- come back to Italy as often as possible. I the Board, Piotr Piątosa – Vice President of the Board, Paweł Prokop – Vice President of the Board tact with Italian business partners. At Col- was even about to set up my own business gate - Palmolive I worked as a Cost Analyst there but ) nally decided to move to War- Contact Center sp. z o.o. & Fixed Assets Accountant. When I joined saw and start my professional develop- HQ of parent company: Poland Year started in Poland: -444 Page Personnel I went through a number ment within SSC/BPO organizations but Number of Employees: In Poland: 14-1 of recruitment courses organized via in- still working for Italian clients. Services provided: Telesales, sales support, databases, ternal Training Department of Michael Personally I am a dedicated fan of the and SSCs BPOs call centre, debt recovery, marketing research, o! ce services, voice recordings, business consultancy, han- Page Group in Poland which allowed me music of Genesis and very interested in dling overﬂ ow tra! c, contact centre virtualisation to run a comprehensive recruitment pro- co+ ee themes (di+ erent ways of prepara- Management in Poland: Zbigniew Biały – President of cesses for my Clients. tion, business and co+ ee market). the Management Board

CYCLAD Number of Employees: about -// Eton Park Capital Management/Ruch Services provided: SSC, IT Customer Service, (data Services provided: BPO/ITO Number of Employees: 0//-+// recovery; computer forensics service and software, Services provided: SSC strategic data management Poland Deloitte BPO Management in Poland: Marek Suczyk – Managing HQ of parent company: Poland Gliwice Director Year started in Poland: 0//, Number of Employees: -+ Grant Thornton International Mentor Graphics Services provided: Bookkeeping, accounting, payroll and HQ of parent company: Poland Number of Employees: 0//-+// HR administration Number of Employees: 0./ Services provided: R&D Management in Poland: Piotr Żarski – Partner, Tomasz Services provided: BPO, audit, accountancy outsourc- Management in Poland: +0 3+- 1+ +1 Konik -Partner of o! ces in Katowice and Cracow, ing, tax advisory services and business advice,

Tomasz Walczak – Partner in Poznań O! ce Management in Poland: Tomasz Wróblewski – Neubloc Outsourcing Managing Partner Number of Employees: about -// DisplayLink Services provided: R&D HQ of parent company: Katowice Heineken/Grupa Żywiec Management in Poland: +0 0/- /. 3. Number of Employees: abou -// Number of Employees: -//-0// Services provided: R&D Services provided: SSC NorthgateArinso Number of Employees: /--// ENIRO Poland ING Services Poland Services provided: BPO/ITO HQ of parent company: Poland Number of Employees: 0//-+// Management in Poland: +0 3+ 23 -// Services provided: BPO Call Centre Services provided: SSC Poczta Polska Ericsson IT+Q Number of Employees: /--// Number of Employees: -//-0// Number of Employees: about -// Services provided: SSC Services provided: BPO/ITO Services provided: BPO/ITO Management in Poland: +0 01+ 01 /- Management in Poland: Wojciech Marciniak – Member Ernst&Young of the Board, Dawid Kuboszek – Member of the Board Proximetry HQ of parent company: Poland Number of Employees: /--// Number of Employees: ./ Katowicki Holding Węglowy Services provided: R&D Services provided: BPO services relating to the keeping Number of Employees: about -// Management in Poland: Mirosław Ossysek – President, of books of account and payroll records, using the lat- Services provided: SSC +0 01, /2 ,0 est technology and employing processes of the highest world quality Kroll Ontrack PwC Management in Poland: Duleep Aluwihare – Managing HQ of parent company: Poland Number of Employees: +//-1// Partner Ernst & Young Poland, Neil Hughes – Main Year started in Poland: 0//1 Services provided: SSC Director in Poland, Leszek Lerch – Managing Partner, Number of Employees: +- Management in Poland: Olga Grygier – President, Director of regional o! ces in Katowice and Cracow Tomasz Reinfuss – Partner, Director Katowice O! ce

), BPO/SSC Companies in Poland

Rockwell Automation Call Center Inter Galactica Sp. z o.o. Smartway Number of Employees: +//-1// HQ of parent company: Poland (Kielce/siedziba ﬁ rmy Cracow) Services provided: SSC Number of Employees: Over 0/// Management in Poland: Jacek Batóg, 1/4 232 10/ Management in Poland: Sławomir Szpak – General Services provided: Call Center, help desk, marketing Director Rockwell Automation in Poland, +0 30/ ,/ // research Kraków Management in Poland: Pavlo Polishchuk – Project Steria Manager, Call Center Inter Galactica Sp. z o.o.; ul. ABB Centrum Badawczo-Rozwojowe i Centrum Number of Employees: +//-1// Szewska 2/3, 1/-/1+ Wroclaw, 3- 300 30 //, fax. 3- 300 Faktury Services provided: BPO/ITO 30 44, mobile 1-. 000 0/-, [email protected] Services provided: BPO/R&D Management in Poland: Karine Brunet – CEO Steria www.ccig.pl Poland, Bruno Boquet-Dierctor GSC, +0 +1. 4. /- Accounting Plaza Central Europe CenterIT Sp. z o.o. Services provided: BPO/F&A Timken Services provided: IT Management in Poland: .- +.2 0. ./ A! liated Computer Services of Poland TP S.A. Services provided: BPO/IT/F&A/Contact Centre HQ of parent company: Poland Centrum Systemów Komputerowych ZETO SA Number of Employees: More than .// Services provided: IT AFS Services provided: Call centre, Telecom Customer Management in Poland: .- +2 .0 0// HQ of parent company: Poland Service Services provided: Shared Service Center Management in Poland: Maciej Witucki – President, ComplexComputers sp. zo.o. prof. Andrzej K. Koźmiński – Chairman of the Management in Poland: .- +2, /2 /- Akamai Supervisory Board TP S.A. Services provided: IT Contact Center Unilever HQ of parent company: France Alexander Mann Solutions HQ of parent company: Poland Services provided: Call Center Year started in Poland: 0//1 Number of Employees: 40 Management in Poland: Zbigniew Biały – President Number of Employees: .+/ Services provided: SSC, Logistics service Services provided: Recruitment Process Outsourcing, Management in Poland: Matthias John – UltraLogistik F.U.H Older Call Centre for Play) Recruitment Administration, Sourcing and candidate Operations Centre Management in Poland: Dariusz Goch, 243 4+, .4- attraction Management in Poland: Vic Khan, 1-1 -10 ./3, vic. UPC Info Enterprise [email protected]; Jolanta Gantkowska, 1-0 .33 HQ of parent company: Poland 30., [email protected]; Malgorzata Services provided: Call centre INFONETAX Sp. z o.o. Piotrowska, 1-1 -10 ./2, malgorzata.piotrowska@ Management in Poland: Simon Boyd – President UPC Management in Poland: .- +.. 10 0. alexmann.com Poland INFOVER S.A. Amer Sports Vattenfall Management in Poland: .- +23 ,1 /0//+ Amway Warta [Alarm Centre Warta] Kolporter INFO SA HQ of parent company: USA HQ of parent company: Poland HQ of parent company: Poland Number of Employees: 0//

BPOs and SSCs BPOs Number of Employees: 1/ Number of Employees: 0//4 – --+ Services provided: SSC Services provided: Call centre Services provided: Help-Desk, Call-Center, Management in Poland: Krzysztof Kudelski – President Outsourcing IT Antenna Volantis Sytems of the Board, Frank Fripon – Vice President, Geert De Management in Poland: Prezes, Jarosław Ambroziak Services provided: IT Kegel – Vice President Kophard Software Apriso OEX/Archidoc Management in Poland: ,,+44,++- Services provided: BPO/IT (Katowice, Chorzów) Services provided: BPO/ITO MaN Complex AVEREAST GROUP Management in Poland: Katowice: +0 +11 2, ./, Management in Poland: .- ++0 3. //, ++- 12 03 Services provided: IT Poland Chorzów: +0 30- 44 /- NOM (Niezależny Operator Międzystrefowy) AZSoft S.A, Contact Center France Telecom/Contact Center Services provided: BPO/Contact Centre (Katowice, Sosnowiec) PKB info Number of Employees: 1//--/// Management in Poland: .- 0.+ 1/ 40 Bayer Services provided: BPO/ITO HQ of parent company: Germany Przedsiębiorstwo Informatyczne PROKOMP Number of Employees: -1 Arteria/Gallup Management in Poland: .- +20 40 .. Services provided: R&D (Ruda Śląska)

Outsourcing Number of Employees: +//-1// Przedsiębiorstwo Techniczno – Informatyczne BNP Paribas Services provided: BPO/ITO “ZUBIX” Sp. z o.o. HQ of parent company: F&A Management in Poland: .- +.. .. .3, +.. .. ., Kielce Capgemini BPO Przedsiębiorstwo Teleinformatyczne SOTRONIK HQ of parent company: France ALBIT Usługi Informatyczne Management in Poland: .- 0.0 -2 23 Year started in Poland: 0//+ HQ of parent company: Poland Number of Employees: 00// Year started in Poland: Przedsiębiortwo Usług Informatycznych Services provided: Finance & Accounting, Customer Services provided: IT “Mario-Soft” Care, Procurement, Marketing, Financial Services Management in Poland: .- +2, /0 .. Management in Poland: 2/1+1/02. Management in Poland: Marek Grodziński

Altar Sp. z o.o. Sanek Capgemini ITO HQ of parent company: Poland Management in Poland: .- ++- 44 +- HQ of parent company: France Number of Employees: ,1 Year started in Poland: 0//1 Management in Poland: Dariusz Borek – President, Teledirect Sp. z o.o. Number of Employees: -1// Marek Wesołowski – Member of board, Krzysztof HQ of parent company: Poland Services provided: Infrastructure Management Palacz – Member of board Number of Employees: 2/ Management in Poland: Daniel Habrat Services provided: Call Center BC&O Polska Spółka z ograniczoną Management in Poland: Tomasz Ziemniak – Managing Capita odpowiedzialnością S.K.A. Director, mobile: 2// +// 3./; Tomasz Kluz – HQ of parent company: UK HQ of parent company: Poland President, mobile: 2/1 1,0 2/+ Services provided: Pension Fund Accounting Management in Poland: .- +23 ,/ /+ Management in Poland: Darren Owens Telbridge Sp. z o.o. Biomedic INFO Sp. z o.o. (Kielce siedziba ﬁ rmy/call center w Warszawie) Capnor Poland Management in Poland: .- +2, +- ,- Management in Poland: 00 .0/ 12 2/ Services provided: BPO/Engineering Services

*( BPO sector in smaller urban centres Business Centre in Kielce BPO sector in Poland Business Centre in Kielce are supported by authorities of Kielce. Negotia- Poland is an obvious the leader in the Middle – Currently City Core LLC is the owner of 5 hectare tions refer to the companies which can conduct East Europe referring to number of employees ( 85 area in the centre of Kielce and o,ce building class their activity in Business Centre in Kielce and they ths ) and number of BPO centres ( 337 ). Since last B with total area 21 000 m 2 which was bought from can enjoy privileges of Special Economic Zone. year 15.000 new jobs have been increased while Skanska company 4 years ago. At present we can "e conditions which must be ful-lled by the the worth of sector has increased by 3 mld PLN o!er 2000 m 2 rental area class B. It is open space or companies are included in Regulation of the and now it is about 12 mld PLN. Poland can it can be arranged according to tenants wishes. In Council of Ministers as of 10 December 2008. e!ectively compete with India or China in range of case of 5 years or longer contracts we can ensure According to the criteria the companies should outsourcing projects. adaptation of o,ces according to project which is create 105 new jobs (accounting, -nancial audit, "e Investors place their capital in main Polish provided by the tenant. "e adaptation will be IT programming services ) or minimum 36 new agglomerations as Warsaw, Wrocław, Cracow, done using standard materials, we will also provide jobs in range of scienti-c research. Łódź or Poznań. Smaller urban centres as Kielce computer network and furniture according to Our potential customers can start their activity are so ambitious that new and favourable abilities customer wishes. For the companies which have within 30 days since agreement is signed and for potential investors can be found there. three-shi+ work system we can ensure transport for arrangement project is accepted. "ese are workers during night hours ( from 11.00 p.m. to indisputably one of the best conditions which can In Kielce, why ? 04.00 a.m.) be o!ered on Polish market. Rental rate are lower Kielce is located centrally between Warsaw and by 30 – 40 % than rates in Warsaw and in Cracow; Cracow at national road 7 ( which was rebuilt for moreover in case of long term contracts prices are Euro 2012 ). Travel by car from Kielce to Cracow subject to negotiations. takes 1,5 hour, just like travel from Kielce to Warsaw. Charter planes can also land in Masłów Future belongs to us airport located 8 km from Kielce centre. A modern Business Park will be shortly given to Kielce is capital of Świętokrzyskie Voivodeship, tenants. It will be located on 5 hectare area and and population of voivodeship is about 1,3 mln. surrounded by green areas. "e complex will be Kielce is an academic centre, where about 50 000 constituted by 4 buildings with total area 36 000 students are educated and high schools provide this m 2. "e building class A will have 9 *oors annually 13 000 well educated graduates who and the car park for 1500 cars will be available for speak *uently foreign languages. Monthly average tenants. cost of work is 2310,00 PLN ( 520 EUR ), Now we carry on advanced talks with High unemployment rate in voivodeship is 15 % ( in Schools representatives about creating special age group 25 – 44 it is 25 % ). languages courses ( Dutch language and Scandina- "e main part of Świętokrzyskie Region is vian languages) and specialized -elds of studies occupied by the oldest mountains in Europe: Holy and accounting according to International Cross Mountains. It is one of the most beautiful Business Centre in Kielce Accounting Standards. Our quali-ed advisors can and ecological areas in Poland where heavy o!er mediation in obtaining grants for the industry has never le+ a stamp on the nature. "e "e o,ce area which is o!ered can be initial companies which will create new jobs in Kielce. region can o!er lots of touristic attractions, stage for potential customers interested in summer and winter sports as skiing, climbing, investing in Kielce. First the companies can We choose Kielce canoes, sailing, motor sports, etc. "e region has establish sta! and build the structure of the It is obvious that small and ambitious cities as its unique and friendly character thanks to rich company and next they can move to modern Kielce can o!er more than big-city centres. Small Slavic culture and tradition which are cultivated Business Park which is mentioned next in the cities are more *exible for businessman expecta- by inhabitants. Kielce can also o!er philharmonic article. tions; they can o!er good location at lower costs hall, theatres, museums and the biggest shopping City Core LLC is now carrying on -nal and additionally culture, entertainment and sport arcades in Poland. negotiations with Special Economic Zone which activities.

A View of the City From the Top of Business Centre Building in Kielce

The details about Business Centre in Kielce can be found at: www.kieleckiecentrumbiznesu.com For more information you can contact: [email protected] , tel. + 48 606 472 324 [email protected], tel. + 48 41 33 26 485; 512 402 451 BPO/SSC Companies in Poland

CBB Call Center DreamLab Onet.pl Hitachi Data Systems Services provided: BPO/Contact Centre Services provided: SSC/R&D Services provided: SSC/F&A

CGI Information Systems and Management EDF HSBC Service Delivery (Polska) Sp z o.o. Consultants Services provided: F&A/HRO/CP/ITO/Engineerig Year started in Poland: 0/-/ Services provided: BPO/IT Number of Employees: - /// FTE+/- Electrolux Centrum Księgowo-Finansowe Services provided: Professional services, General CH-M HILL Services provided: BPO/F&A Processing, Contact Centre, Data Entry Services provided: BPO/R&D Management in Poland: Kevin D Kent Head of Element/+ European Service Centres, -0 +44 +- --, kevin.d.kent@ Chatham Financial Services provided: SSC hsbc.com Services provided: BPO/Business Analytics Elettric 01 HTS-Comarch Cisco Services provided: BPO/R&D Services provided: BPO/IT Services provided: SSC, Center of Excellence EPAM Systems IBM Poland Laboratorium Oprogramowania IBM & Cli. ord Thames Services provided: BPO IBM BTO Business Consulting Services Number of Employees: 1// Year started in Poland: -442 Services provided: BPO/Business Analytics Ericpol Telecom Services provided: Finance & Accounting Services, Services provided: BPO/IT Management in Poland: Marcin Orłowicz, 22- +/. 41-, Comarch [email protected] HQ of parent company: Poland ESET Number of Employees: -/// Services provided: BPO/R&D IFS Services provided: IT HQ of parent company: Sweden Euroscript Poland Number of Employees: 1/ Communication Factory Services provided: BPO Services provided: ERP/IT HQ of parent company: USA Number of Employees: -// Exult Iloop Mobile Services provided: Call Center HQ of parent company: India Services provided: BPO/call center Services provided: IT/F&A Contact Center sp. z o.o. Intelenet European Services HQ of parent company: France Flying Fish HQ of parent company: India Year started in Poland: -444 Services provided: BPO/IT Services provided: BPO/Business Analytics Number of Employees: In Poland: 14-1 Services provided: Telesales, sales support, databases, FMC Technologies International Paper Poland call centre, debt recovery, marketing research Number of Employees: -1/ Services provided: SSC/F&A/IT/Contact Centre Management in Poland: Zbigniew Biały – President Services provided: R&D engineering Lufthansa Airline Accounting Center Deloitte BPO Fortis Bank Services provided: BPO/F&A HQ of parent company: Poland HQ of parent company: USA

BPOs and SSCs BPOs Year started in Poland: 0//, Number of Employees: 1/ Lurgi Poland Number of Employees: -+ Services provided: Clearing Center Services provided: Engineering Services Services provided: Bookkeeping, accounting, payroll and HR administration FQS Poland Luxoft Management in Poland: Piotr Żarski – Partner, Tomasz Services provided: BPO/R&D HQ of parent company: Rosja Konik -Partner of o! ces in Katowice and Cracow, Year started in Poland: 0/-/ Tomasz Walczak – Partner in Poznań O! ce Google Operations Centre Number of Employees: -2/ Services provided: SSC/R&D Services provided: IT Delphi Centrum Techniczne (TCK) Management in Poland: Przemyslaw Berendt, -0 ..1 ,, Services provided: BPO/R&D HCL Poland //, [email protected]; Wojciech Mach, -0 ..1 ,, Poland Services provided: BPO/IT/F&A //, [email protected] Delta Vista Poland Services provided: SSC/R&D Heineken Metrosoft Poland Services provided: F&A/HR/ITO Services provided: BPO/IT Digitland Services provided: BPO/IT Hewitt Associates Motorola GSC Services provided: BPO/HR Services provided: SSC/R&D/F&A

Nokia Simens

Outsourcing Services provided: Hardware and Software Kraków: with the global Cisco community, partners Development and customers. Cisco expects to employ Philip Morris International Service Center Europe Cisco o* cially opened their Global Sup- &# people by August "#!". ( e center will Services provided: BPO/F&A port Center in Kraków: ( e Cisco Global facilitate existing locations to provide Pliva Cracow Support Center is part of a network of op- technical and business services internally HQ of parent company: Croatia erations located around the globe and has and externally, including channel partners Number of Employees: -// a special focus on Europe, Middle East, Af- and customers, across multiple functional Services provided: R&D rica and Russia (EMEAR). “By establishing groups such as Cisco Services, Finance, PNO Consultants a shared services center in central Europe, Operations and others. Services provided: BPO/Business Analytics our aim is to get closer to our customers, Quorum International in terms of geography and time zones, Brown Brothers Harriman: BBH has Services provided: SSC/R&D while o+ ering the convenience of sup- opened a ) nancial analysis centre in Kra- port in multiple languages,”says Olivier kow, and may eventually employ as many Rolls Royce Kohler, senior vice president, Global Busi- as /%# people. BBH is the oldest private Services provided: SSC/R&D ness Services, Cisco. ( e center is located bank in the U.S. (since !&!&), o+ ering in- RR Donnelley Europe in Krakow’s Podgorze district and features vestment advisory and management, and Services provided: SSC/F&A Cisco’s communication and collaboration banking and consulting services. It has !. Sabre Holdings Europejskie Centrum technologies including Cisco TelePres- o, ces, including four in Europe (London, Oprogramowania ence, connecting the Krakow-based team Dublin, Zurich and Luxembourg). Services provided: BPO/R&D

*) BPO/SSC Companies in Poland

Selvita Year started in Poland: 0//1 Cardif Services Services provided: BPO/R&D Number of Employees: ,/ HQ of parent company: France Services provided: IT Year started in Poland: 0//3 Shell Shared Service Centre Poland Number of Employees: -3/ Services provided: SSC/F&A/Contact Centre ACS Solutions Poland/Xerox Services provided: F & A; Call centre HQ of parent company: USA Software Mind Year started in Poland: 0//- CERI International Sp. z o.o. Services provided: BPO/IT Number of Employees: -1/ HQ of parent company: Poland Services provided: F & A Year started in Poland: 0//+ State Street Corporation Services provided: Document management, Services provided: SSC/F&A AMG.net Transaction banking, Managing business processes HQ of parent company: USA Management in Poland: Andrzej Górecki, .0 03/ .4 /- Tesco Poland Year started in Poland: -442 Services provided: SSC/F&A Number of Employees: -,/ Citi Handlowy Services provided: IT HQ of parent company: USA UBS Poland Service Centre Year started in Poland: 0//1 HQ of parent company: Switzerland Atos Origin Number of Employees: +3/ Year started in Poland: 0//, HQ of parent company: France Services provided: F & A Number of Employees: +// Number of Employees: ,1 Services provided: Finance, Legal, Compliance, Risk, IT Services provided: F & A CitiFinancial Development and Corporate Shared Services Management in Poland: Monika Thompson HQ of parent company: USA Management in Poland: Antony Roberts-York CEO Number of Employees: -/ UBS Poland Service Centre; Michal Stepien COO Bank Pekao SA Services provided: Debt collection centre UBS Poland Service Centre; Tomasz Zurek CFO UBS HQ of parent company: Italy/Poland Management in Poland: - Poland Service Centre Number of Employees: +// Services provided: Back-o! ce, call centre Comarch S.A. UPM Kymmene HQ of parent company: Poland Services provided: SSC/IT BNP Paribas Fujitsu Services Year started in Poland: 0//2 Number of Employees: 0// Wyse Technology Bosch&Siemens Services provided: IT Services provided: R&D BSH Contact Center sp. z o.o. Łódź HQ of parent company: Germany HQ of parent company: France Year started in Poland: 0//3 Year started in Poland: -444 ABB Number of Employees: 1/ Number of Employees: In Poland: 14-1 HQ of parent company: Switzerland Services provided: R&D/IT Services provided: Telesales, sales support, databases, Year started in Poland: 0//, call centre, debt recovery Number of Employees: 0/ BSS – Business Support Solution S.A. Management in Poland: Zbigniew Biały – President Services provided: IT HQ of parent company: Poland Year started in Poland: 0/-/ CWS-boco Polska Sp. z o.o.

Accenture Number of Employees: +// Year started in Poland: -441 and SSCs BPOs HQ of parent company: USA Services provided: F & A Number of Employees: 1// Poland Outsourcing

** BPO/SSC Companies in Poland

Services provided: Uniforms cleaning/upkeeping Mbank&Mulitbank Number of Employees: 0/1 Management in Poland: Andrzej Smółko, Miłosz Mrozik HQ of parent company: Poland Services provided: Centrum Przetwarzania Obrazu Year started in Poland: 0//- DHL Express Number of Employees: ,// TP S.A. HQ of parent company: Germany Services provided: Call center, Finance and accounting HQ of parent company: Poland/France Year started in Poland: 0//3 Year started in Poland: 0//+ Number of Employees: +// Mellon Number of Employees: +// Services provided: Call centre Services provided: IT Mobica Dimar HQ of parent company: UK Transition Technologies HQ of parent company: France Year started in Poland: 0//3 HQ of parent company: Poland Number of Employees: -// Number of Employees: 3/ Year started in Poland: 0//2 Services provided: Call centre Services provided: IT Number of Employees: -+/ Management in Poland: Jasja van der Veen Services provided: IT Nordea Ericpol Telecom HQ of parent company: Sweden Unicredito HQ of parent company: Poland Year started in Poland: 0//- HQ of parent company: Italy Year started in Poland: 0//2 Number of Employees: 01/ Year started in Poland: 0//2 Number of Employees: +4/ Services provided: Finance and accounting Number of Employees: .- Services provided: IT Services provided: IT Nordea Operation Center Fujitsu Technology Solution Number of Employees: -// Virtual Viewing HQ of parent company: Japan Services provided: SSC Year started in Poland: 0//4 Warta Insurance Group Number of Employees: .-/ Nycomed/Takeda HQ of parent company: Poland Services provided: IT service desk Year started in Poland: 0//. Management in Poland: Dave Deane – Head of Global Philips Number of Employees: 2/ Delivery Centre, [email protected], mobile: HQ of parent company: Holland Services provided: Debt collection centre 221 ./. +-/ Year started in Poland: 0//+ Number of Employees: 3/ Lublin GE Power Controls Services provided: Purchase Center HQ of parent company: USA Asseco Business Solutions Year started in Poland: 0//. Polkomtel Services provided: IT Number of Employees: 11 HQ of parent company: Poland Services provided: Finance, accounting Year started in Poland: 0//+ Britenet Number of Employees: +3/ IBM Services provided: Call Centre Comarch Services provided: IT Indesit PTC HQ of parent company: Italy HQ of parent company: Poland/Germany CRH Żagiel

BPOs and SSCs BPOs Year started in Poland: 0//2 Year started in Poland: 0//2 Number of Employees: 21 Number of Employees: 3// e-sąd Services provided: Finance, accounting Services provided: Call centre Emperia Info Infosys BPO Poland Sp. z o.o. Randstad Payroll Solutions Sp. z o.o. HQ of parent company: India HQ of parent company: Poland Genpact Year started in Poland: 0//3 Year started in Poland: -44, Number of Employees: over -+// Number of Employees: 1/ osób Inteligo-PKO BP Services provided: F&A, purchasing, service logistics, Services provided: Payroll and HR ﬁ le administration database management, advisory and consultin Management in Poland: Katarzyna Plucinska – Managing Kredyt Bank Poland Management in Poland: Agnieszka Jackowska-Durkacz, Director .0 04- ,/ //, [email protected] MikroBIT Rule Financial INTERsoft HQ of parent company: UK Orange Costumer Service HQ of parent company: Poland Year started in Poland: 0//3 Year started in Poland: -443 Number of Employees: 1/ PCM Number of Employees: 3/ Services provided: IT Services provided: IT Proama SAP

Outsourcing LSI Warta -+ Plus HQ of parent company: Poland SouthWestern BPS Poland Sp. z o.o. Year started in Poland: -44- HQ of parent company: Ireland Zeto Sp. z o.o. Number of Employees: -+/ Year started in Poland: 0//3 Services provided: IT Services provided: IT Number of Employees: -1/ Services provided: Finance, Accounting, Administration, Opole MacoLab CRM, Call Center HQ of parent company: Poland Management in Poland: Wiktor Doktór, wiktor.dok- Call Center Inter Galactica Sp. z o.o. Year started in Poland: -44+ [email protected]; .0 0,, /3 // HQ of parent company: Poland Number of Employees: 1/ Number of Employees: Over 0/// Services provided: IT T-Mobile Services provided: Call center – english, german, rus- HQ of parent company: Poland/Germany sian, ukrainian, czech, italian, spanish Number of Employees: 3// Management in Poland: Pavlo Polishchuk – Project Services provided: Back-o! ce, contact centre Manager Łódź Management in Poland: Daniel Stańczuk Capgemini Sii: Sii, a French IT company, plans to Tate&Lyle Management in Poland: +0 324 0. // open its seventh location in Poland. ( e Teleca Future Processing Sp. z o.o. company already employs !,### people HQ of parent company: Sweden in Poland, and plans to hire an additional Year started in Poland: -444 Opta data Sp. z o.o. /# in its newest branch in Łódź. Sii Pol- Number of Employees: -1/ Services provided: IT PZU S.A./PZU Życie S.A. ska, which was founded six years ago, has HQ of parent company: Poland opened a new o, ce in Poland almost ev- TomTom Number of Employees: -./ ery year. HQ of parent company: Holland Services provided: Accounting Year started in Poland: 0//3 Management in Poland: Andrzej Klesyk – President

BPO/SSC Companies in Poland

R.N.G. Sp. z o.o. Duni European Financial Centre Kennametal Center Services HQ of parent company: Poland HQ of parent company: Sweden HQ of parent company: USA Number of Employees: Planned 2/ Year started in Poland: 0//1 Year started in Poland: 0/-/ Services provided: Call center Number of Employees: +1 Number of Employees: +1 Management in Poland: Magdalena Daszkiewicz Services provided: Finance Shared Services Services provided: Customer Service, Finance, Human – Manager Management in Poland: Krister Gullstrom, 2- 212 /3 --, Resources, Engineered Solutions, Sales. Business sup- [email protected] port and management reporting for the region. Poznań Management in Poland: Robert Mazurek Vice President Franklin Templeton Investments Center arvato services Poland (branch of Bertelsmann HQ of parent company: USA Kle. mann Media Sp. z o.o.) – + centers in Poznań and close Year started in Poland: 0//3 HQ of parent company: Denmark to the city Number of Employees: +// Number of Employees: 0/ HQ of parent company: Poland Services provided: Transfer agent, fund accounting and Services provided: Call center Year started in Poland: -44. back o! ce services for the operation of investment Number of Employees: In Poland: 0+1/ Management in Poland: Krzysztof Bronisz – Vice MAN Accounting Center Sp. z o.o. Services provided: BPO – IT, lettershop, logistics, loyalty President Operations, [email protected], HQ of parent company: Poland programs, back o! ce, ﬁ nancial services (ﬁ nancial BPO, 2- 223 4/ -2 Year started in Poland: 0//2 debt recovery, factoring) Number of Employees: +// Management in Poland: Janusz Jankowiak – President, 2- GlaxoSmithKline Global IT Centre Services provided: Accounting, Purchasing, Payroll 210 ,, //, [email protected] HQ of parent company: United Kingdom calculation Year started in Poland: 0//1 Management in Poland: Wojciech Skrudlik, 2- ,,2 30 BRIDGESTONE EBS Sp. z o.o. European Business Number of Employees: 0// //, [email protected] Services Services provided: IT services for all branches of GSK HQ of parent company: Japan in the world. Center serves more than -// countries McKinsey&Company Support Services Center Year started in Poland: 0/-- to manage the remote services and IT infrastructure HQ of parent company: USA Number of Employees: --1 company Year started in Poland: 0/-- Services provided: Service accounting and payroll Management in Poland: Andrean Johannes, Ph.D Site Number of Employees: Planned employment 01/ processes for companies Bridgestone Director, 2- ,2/ -+ --, [email protected] Services provided: Support agencies and departments Management in Poland: Warren Mitchell Director, operating in Europe Finance (the future head of the center in Poznan), Grace [email protected]; current contact: Karol Services provided: R&D Mentor Graphics Wawrzynowski Manager, Finance&Accounting karol. HQ of parent company: USA [email protected] ; phone : 2- 221 ./ 44 Grant Thornton Frąckowiak Sp. z o.o. Number of Employees: 0/ HQ of parent company: Poland Services provided: R&D Carlsberg Accounting Service Center Year started in Poland: -44+ Management in Poland: Grzegorz Mrugalski HQ of parent company: Germany Number of Employees: 01/ Year started in Poland: 0//2 Services provided: BPO Accounting-Finance, SSC, Microsoft Number of Employees: 0// Outsourcing of Accounting and Payroll HQ of parent company: USA Services provided: Accounts in the three processes, ie Management in Poland: Katarzyna Banach, 2- 201 -+ 4-, Number of Employees: 0/ receivables, liabilities and general ledger [email protected]; Agnieszka Chwalińska, 2- Services provided: IT

BPOs and SSCs BPOs Management in Poland: Lars Rasmussen Director 201 -+ 43, [email protected]; Magdalena Carlsberg Accounting Service Centre Sp. z o.o., Małe Marcinowska, 2- 201 -. /0, magdalena.marcinowska@ Open Text IT Competence Center Garbary 42--312 Poznań; tel. 2- ,.. -- //, fax 2- ,.. pl.gt.com HQ of parent company: Canada -- /0 Year started in Poland: 0//4 Grupa BCC External Services Number of Employees: 0/ Ciber HQ of parent company: Poland Services provided: Technical support and customer HQ of parent company: USA Year started in Poland: -444 implementation, training Year started in Poland: 0/-/ Number of Employees: +/ Number of Employees: ,/ Services provided: A comprehensive range of Q-Partners Services provided: Managing technical support, moni- outsourcing, including both business processes and IT Services provided: R&D Poland toring, IT infrastructure, web operations, application tools. services Management in Poland: Bartłomiej Buszczak Chairman Randstad Payroll Solutions Sp. z o.o. Management in Poland: Piotr Sawiński Center Manager of the Board, 2- ,03 3/ // HQ of parent company: Poland CIBER Poland Sp. z o.o., PFC Poznań, pl. Andersa 1, Year started in Poland: -44, o! [email protected] Holicon Contact Center Number of Employees: 1/ HQ of parent company: Poland Services provided: Payroll and HR ﬁ le administration Contact Center sp. z o.o. Year started in Poland: 0//. Management in Poland: Sylwester Czarnecki – Senior HQ of parent company: France Number of Employees: -0// Sales Manager, [email protected], Year started in Poland: -444 Services provided: IT and Sales process services; Help mobile 243 1.. +.., Katarzyna Plucinska – Managing

Outsourcing Number of Employees: In Poland: 14-1 desk; Call center and ESP systems Director, [email protected], mobile Services provided: Telesales, sales support, databases, Management in Poland: Marcin Pankau, 2- 22. +0 //, 1-0 +10 -34 call centre, debt recovery, marketing research, o! ce [email protected]; Krzysztof Chyliński, 2- 22. services, voice recordings, business consultancy, han- +0 //, [email protected]; Joanna Borowicz, Roche IT Service Centre dling overﬂ ow tra! c, contact centre virtualisation 2- 22. +0 //, [email protected] HQ of parent company: Switzerland Management in Poland: Zbigniew Biały – President of Year started in Poland: 0//4 the Management Board HolidayCheck Number of Employees: 0// Services provided: ITO Services provided: Creating and maintaining systems Dalkia Services shared service center of ﬁ nance for clinical research, and programs to support internal and accounting IKEA Shared Services Sp z o.o. processes HQ of parent company: France HQ of parent company: Sweden Year started in Poland: 0//2 Year started in Poland: 0/-/ Samsung Number of Employees: 3/ Number of Employees: +/ planned +// Number of Employees: -1/ Services provided: General accounting and reporting, Services provided: Service accounting and payroll Services provided: R&D Software and IT processes for companies IKEA Sii IT outsourcing Deloitte BPO Itella Information Sp. z o.o. HQ of parent company: France HQ of parent company: Poland HQ of parent company: Poland Year started in Poland: 0/-/ Year started in Poland: 0//, Year started in Poland: 0//1 Number of Employees: 0/ Number of Employees: -+ Number of Employees: -1 Services provided: Advice on new technologies, com- Services provided: Bookkeeping, accounting, payroll and Services provided: Finance plex IT solutions HR administration Management in Poland: Miikka Savolainen – Managing Management in Poland: Piotr Żarski – Partner, Tomasz Director, [email protected], mobile: 1-0 +2+ Starter Truck Services Konik -Partner of o! ces in Katowice and Cracow, -+3 HQ of parent company: Germany Tomasz Walczak – Partner in Poznań O! ce Number of Employees: +1 Jerónimo Martins Services provided: SSC

*# Interview The Rise of the Superlocation

Kraków is by far CEE’s top are able to o+ er students good job prospects location for o! shoring. In during and after study. Incidentally, with a country which itself is Warsaw, Kraków is one of only two Polish cities with positive migration. experiencing an outsourcing boom, Kraków accounts for What role is ASPIRE playing in the evolu- ,--.$% of global services jobs tion of the industry in Kraków? ASPIRE exists to accelerate the development in Poland and headcount of the ecosystem that supports the develop- growth has topped "-% in ment of the industry. We facilitate and to certain extent forge the network. We are an each of the last two years. industry initiative which is very important. Our starting point is data, shared data which helps to identify the challenges and oppor- BiznesPolska editor * om Barnhardt spoke ception of Warsaw, where salaries are much tunities and can therefore prompt corrective to Andrew Hallam, Founder of ASPIRE, the higher. ( is means supply is rising to match actions, both in terms of current issues and thriving BPO/SSC association in Kraków, demand. long term issues. Crucially, what we are mea- to understand what lies behind the rise of suring is location speci) c because the local CEE’s ' rst backo& ce superlocation and why Doesn’t this just mean that you haven’t environment is key to the success of the out- he believes the city will continue to accelerate reached saturation yet? sourcing model. away from its rivals. I think something else is going on, some- ASPIRE itself can be viewed as a correc- thing which is both a function of the size and tive action. We recently asked Fons Trompe- Andrew, can you tell us who is in Kraków? the relative maturity of the Kraków market naars, the expert on intercultural commu- Its a long list. ( ere are over 0# multination- vis-a-vis other cities in the region. In short, nication and stakeholder interactions, to als running o+ shore activities out of Kraków. we are experiencing the bene) ts of scale. conduct what is called a sustainability scan, To give you a taste: in the tech space, Google, which basically identi) es where we as an in- Cisco, Akamai, Motorola, Sabre; in out- Can you expand on that? dustry get pulled by competing stakehold- and SSCs BPOs sourcing, Genpact, HCL, Capgemini, IBM; For instance, size can give rise to innovation. ers. Given the nature of the industry, the in shared services, companies such as Shell, We have a very interesting Internet start- focus, of course, is on the customer and on HSBC, Philip Morris, Electrolux and Heinek- up, Rekomend.Me, a social networking site shareholder value, less so on society. But the en. ( ere are also some prestige niche play- which enables people to recommend their local environment is key to the sustainability ers, especially in ) nancial services, such as friends and colleagues as candidates for job of the business model. ( is is where ASPIRE State Street and Brown Brothers Harriman. vacancies. With .,### new jobs per annum, intervenes at a deep level.

the market is big enough to make this a vi- Poland So how many people work in the sector in able business. Can this be replicated in other locations? Kraków and how fast are you growing? Size also gives rise to a certain predict- I think this will be di, cult. Kraków has ) rst ".,### people work across the industry in abiity and equilibrium in the market. We mover advantage - the industry in Kraków Kraków and the number continues to rise: can measure the market and measure the stretches back to the end of the !**#s. We in each of the last two years headcount has trends in the market. You see this in real es- also have the momentum. And then there is gone up by "%$ as centres add new service tate where developers have the con) dence to something like the spirit of the place, the ge- lines and more complex processes. New cen- build on spec and there is a steady pipeline nius locii. Kraków has a history of challenging Outsourcing tres are also entering the market - !% in the of o, ce projects. Notwithstanding demand orthodoxy. Copernicus, who famously chal- last !" months. for space the o, ce vacancy rate is stable at lenged the orthodoxy that the Earth is 1 at, ' is is presumably why you refer to around .-&$. studied in Kraków. ( is is relevant in terms Kraków as a superlocation, but doesn’t Size also has a gravitational pull which is of outsourcing. ( ere is something called the the idea of the superlocation run coun- evident in the labour market. ( e industry “1 at earth” theory, originally propounded by ter to the orthodoxy about o( shoring, is very visible and starts to act as a magnet the US journalist Tom Friedman, which un- that locations overheat, reach satura- for talent. One in eight people in Kraków derpins the outsourcing model - it suggests tion, and costs rise negating the cost that work in the private sector work in out- that in a global world services can be per- bene) ts, in particular the labour arbi- sourcing, much higher in the "%-'% year old formed anywhere with an internet connec- trage, that made the location attrac- demographic which populate the centres. tion. A closer look at the evidence, however, tive. Other locations become more cost Students become increasingly attuned to the shows that capital, ideas, talent tend to be fo- competitive and the show moves on. needs of the industry, which is important cussed in particular locations, that the Earth Can Kraków buck this trend? since 0#$ of those working in the centres are is not 1 at. ( is is something we have known But the evidence in Kraków challenges graduates of Kraków universities, but equal- in Kraków for %## years. that orthodoxy. Colliers and ASPIRE track ly young people from across Poland and, in o, ce rents across Poland and rents in fact, across Europe are willing to move to Andrew Hallam is Founder and General Sec- Kraków are the second lowest among the Kraków. ( is is important if you start to look retary of ASPIRE - the Association of IT and major cities in Poland, only rents in Łódź are long term. ( e student demographic is set to Business Process Services. A graduate of the lower; we also track salaries which are on the fall across Poland, but Kraków universities University of Oxford, he has lived and worked same level as the other cities, with the ex- have the advantage of close industry ties and in Kraków since #++,. *$ BPO/SSC Companies in Poland

Services provided: Call Center – road assistance ser- Radom Services provided: Call centre vice in ﬁ ve languages (English, German, French, Italian Management in Poland: Liliane Saberin – President, and Russian Centrum Przetwarzania Danych Ministerstwa Marek Konrad Słoniewski – Vice President, Waldemar Management in Poland: Waldemar Kułagowski – Sales Finansów Waligóra – Vice President Manager, 2- ,+- 4, /4, waldemar.kulagowski@starter0.. pl Energetyczne Centrum S.A. Systemy Informatyczne Set(h) Sp. z o.o. HQ of parent company: Poland Talex Europe Calling – Międzynarodowe Call Centre Services provided: IT Services provided: BPO/ITO Management in Poland: Kryzsztof Bobran – President, Intermedia Consulting S.C. M.Gajewski. J.Borek -3 ,10 .3 4/, [email protected] Telcordia Technologies HQ of parent company: Poland HQ of parent company: USA Management in Poland: 00 2-+ 2- +1, mgajewski@ ZETO-RZESZÓW Sp. z o.o Services provided: R&D inconsulting.pl Management in Poland: Michał Wodczak Orange Customer Service Iron Mountain – Centrum Przetwarzania Danych (Rzeszów,) Unilever HQ of parent company: Poland HQ of parent company: International SMG/KRC – Call Centre Year started in Poland: 0/-/ Number of Employees: 3/ Number of Employees: 1/// Services provided: R&D Telbridge Radom Services provided: Call center – TP S.A., PTK Centertel Management in Poland: Anthony Natt Management in Poland: Jakub Kłoczewiak – President, Rzeszów Tomasz Dreslerski – Member of the Board W.R.Grace HQ of parent company: USA Centrum Usług Finansowych ACP Pharma S.A. Carlson Wagonlit Travel Number of Employees: 0/ HQ of parent company: MEDIQ NV Holland (Świlcza near Rzeszów) Services provided: Research Laboratory (Ultrecht) HQ of parent company: France Management in Poland: Jacek Walkowiak Year started in Poland: 0/-/ Year started in Poland: 0//, Number of Employees: About ,/ Number of Employees: -./ (Rzeszów) Wikia Services provided: Finance, service ACP PHARMA Services provided: Call center (business travel) HQ of parent company: USA Group Number of Employees: 0/ Management in Poland: Daniel Pitrus, Director CUF Szczecin Services provided: R&D Management in Poland: Emil Podlaszewski – Member Centrum Zastosowań Informatycznych arvato Bertelsmann of the Board HQ of parent company: Poland Contact Center sp. z o.o. Year started in Poland: 0//. ZETO HQ of parent company: France Number of Employees: 03/ Services provided: BPO/ITO Year started in Poland: -444 Services provided: IT, lettershop, logistic conract center Number of Employees: In Poland: 14-1 & back o! ce, loyalty programs, ﬁ nancial services Business Consulting Center sp. z o.o. Services provided: Telesales, sales support, databases, Management in Poland: Tomasz Wasikowski (Poznań Złotniki Suchy Las) call centre, debt recovery, marketing research HQ of parent company: Poland Management in Poland: Zbigniew Biały – President BL Stream Sp. z o.o

BPOs and SSCs BPOs Year started in Poland: -441 HQ of parent company: Finland Number of Employees: over 0// ContactPoint Year started in Poland: -444 Services provided: IT outsourcing, SAP o6 shoring, SAP HQ of parent company: Warsaw Number of Employees: -.3 bodyleasing, SAP outsourcing Year started in Poland: 0//+ Poland, 0//2 Rzeszów Services provided: IT Management in Poland: Bartłomiej Buszczak, Waldemar Number of Employees: ok. 2// Sokołowski, Andrzej Moskalik Services provided: Call center, CATI, BPO Coloplast Shared Services Sp. z o.o. Management in Poland: Michał Kończak – President; HQ of parent company: Denmark Lorenz Snack-World Services Sp. z o.o. Spółka Wojciech Lasoń – Sales Director; o! [email protected] Year started in Poland: 0//4 Komandytowa Number of Employees: 4/ (Poznań, Sady, Tarnowo Podgórne) Cross Jeans Services provided: Finance and Accounting Poland HQ of parent company: Poland Number of Employees: 0/ Management in Poland: Pan Allan Kjer Year started in Poland: 0//, Services provided: R&D software Number of Employees: 2+ Contact Center Sp. z o.o. Services provided: Accounting Hamilton Sundstrand HQ of parent company: France Management in Poland: Jens Emrich – General Manager HQ of parent company: USA Year started in Poland: -444 [email protected], Member of the Board – Number of Employees: -1/ Number of Employees: In Poland: 14-1 Andrzej Okupniak [email protected] Services provided: R&D Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research Digital-Center sp. z o.o. ICN Polfa Rzeszów Management in Poland: Zbigniew Biały – President of

Outsourcing (Poznań, Suchy Las) HQ of parent company: France the Management Board HQ of parent company: Poland Year started in Poland: -443 Year started in Poland: -44+ Services provided: Call centre Gamelion Sp. z o.o Number of Employees: ,/ Management in Poland: Mariusz Gajowniczek – HQ of parent company: Poland Services provided: Digitalizacja zbiorów zszytych i President, Alicja Syrek, Małgorzata Lech-Zimny Year started in Poland: 0//0 oprawnych, digitalizacja obiektów przestrzennych, – Technical Department, [email protected], Number of Employees: ,1 skanowanie i mikroﬁ lmowanie zbiorów archiwalnych [email protected], ICN_Polfa@ Services provided: IT valeant.com Magellan Software Poland S.A. GaveKal (Poznań, Suchy Las) K&K SELECT Sp. z o.o HQ of parent company: Poland Metro Group Year started in Poland: 0//0 Pratt&Whitney Number of Employees: 01/ Number of Employees: +/ Services provided: SSC Services provided: Digital Archiving; Document scan- Sanoﬁ Aventis ning; traditional archiving HQ of parent company: France Metro Services PL Year started in Poland: 0//2 HQ of parent company: Germany Inteligence Number of Employees: -4/ Number of Employees: .1 (0// planned) (Poznań, Tarnowo Podgórne) Services provided: Call centre Services provided: Finance and accounting Management in Poland: Marynika Woroszylska-Sapieha External Services sp. z o.o. – President, General Manager; Wiesław Karpowicz – Nordic Consulting & Development Company (Poznań, Złotniki Suchy Las) Member of the Board and Finance Director HQ of parent company: Denmark HQ of parent company: Poland Number of Employees: 1, Year started in Poland: 0//3 Soft System Services provided: IT Number of Employees: over +/ HQ of parent company: SCC Soft Computer (Floryda, Services provided: Payroll outsourcing, HR administra- USA) Object Connect tion outsourcing Year started in Poland: -44/ HQ of parent company: Poland Management in Poland: Michał Szymaczek, Piotr Rogala Number of Employees: About +// Year started in Poland: 0//,

*& BPO/SSC Companies in Poland

Number of Employees: 01 Akademia Rozwoju Systemów Sieciowych Sp. z o.o. C-Land Sp.z o.o. Services provided: IT HQ of parent company: Poland HQ of parent company: Poland Management in Poland: 00 ,2- 1+ .-, [email protected] Services provided: IT Sonion ARPI & Partners Call Center Poland Stream Global Services Management in Poland: BRE Bank in process of taking HQ of parent company: USA Arteria over Year started in Poland: 0//1 Number of Employees: 0,/ Asseco Poland Region Rzeszów Capgemini Polska Sp. z o.o. Services provided: Call center HQ of parent company: Poland Year started in Poland: -442 Management in Poland: Pan Enrico Kautz Management in Poland: -3 ,10 +- 1+, [email protected] Number of Employees: .,3//, of which 0,2// BPO, -,2// IOS, 1// R&D Tieto Poland Sp.z o. o. AstraZeneca Pharma Poland Services provided: BPO: Finance & accounting, HR, HQ of parent company: Finland HQ of parent company: UK Procurement, Customer care, ITO: Infrastructure Year started in Poland: 0//2 Number of Employees: ./ outsourcing services, R&D: Software development Number of Employees: May 0/--- --// employees Services provided: R&D Management in Poland: Marek Grodziński (BPO), Services provided: IT services, R&D services, Industry Management in Poland: - Daniel Habrat (IOS), Piotr Poprawski (Software speciﬁ c Development) Management in Poland: President – Wojciech Zaremba, Atemis [email protected], 00 004 4- //; Vice HQ of parent company: USA Carrywater Group SA President – Ireneusz Miski, [email protected], Services provided: IT HQ of parent company: Poland ., 3- 33. /+ // /Member of the Board, HR Director; Management in Poland: 00 2+/ 22 11, biuro@carrywa- [email protected], 4- ,-. .2 44 Athenasoft Sp. z o.o. ter.com HQ of parent company: USA TietoEnator Sp. z o.o. Services provided: IT Centrum Gospodarczego Doradztwa HQ of parent company: Finland Strategicznego Sp. z o.o. Year started in Poland: -444 ATT -111 Sp. z o.o. HQ of parent company: Polska Number of Employees: 1// HQ of parent company: Poland Management in Poland: 00 20/ 00 /,, i.perlinski@cgds. Services provided: IT Management in Poland: 00 ./, ++ -3, att0///@att0///. com.pl Management in Poland: Michał Szostkowski pl Citibank Europe PLC Poland Branch Unicredit Business Partner Autodesk SA HQ of parent company: USA HQ of parent company: Italy HQ of parent company: USA Year started in Poland: 0//1 Year started in Poland: 0//, Services provided: IT Number of Employees: 0./ Number of Employees: +1/ Services provided: Banking operations, transaction Services provided: Finance and Accounting Avon processing, fund services Management in Poland: Hans-Jurgen Sachs HQ of parent company: Sweden Management in Poland: Ewa Szpak, 00 24/ -2 2-, ewa. Number of Employees: -// [email protected]; Joanna Lewińska, 00 240 4+ ,1, Unizeto Services provided: F&A [email protected] HQ of parent company: Poland

Number of Employees: 0/. Axel Springer Comarch and SSCs BPOs Services provided: IT HQ of parent company: Germany Management in Poland: Andrzej Bendig-Wielowiejski Number of Employees: +// Commercial Union Call center Services provided: CC, telemarketing HQ of parent company: UK Warsaw Number of Employees: 0// BanCom Services provided: CC, telemarketing arvato services (branch of Bertelsmann Media Sp. HQ of parent company: Poland z o.o.) Number of Employees: -,/ Communication Service Sp. z o.o. (Błonie near Warsaw) Services provided: CC, telemarketing HQ of parent company: Poland HQ of parent company: Poland Management in Poland: 00 102 2/ //, info@communi- Year started in Poland: 0//1 Batex Biuro Rachunkowe cation.com.pl Poland Services provided: BPO – logistics, back o! ce HQ of parent company: Poland Management in Poland: 00 21- 23 1. Comp SA 2MC Poland Sp. z o.o. HQ of parent company: Poland Management in Poland: 00 0.+ 24 31, info@+mc-poland. Betacom SA Management in Poland: 00 13/ +, //, [email protected]. pl HQ of parent company: USA pl Services provided: IT 3N Computer Associates Sp. z o.o. Billennium Sp. z o.o. HQ of parent company: USA

ABG SA Services provided: IT Services provided: IT Outsourcing HQ of parent company: Poland Management in Poland: Jacek Witkowski – Dyrektor Services provided: IT Sprzedaży, 1/. /33 ,33, [email protected] Compuware HQ of parent company: USA ABN Amro Bonair SA Number of Employees: -2/ HQ of parent company: Holland HQ of parent company: Poland Services provided: Business support, BI Number of Employees: -1/ Services provided: IT Services provided: F&A, operations Comtica Sp. z o.o. BOŚ HQ of parent company: Poland Accenture Number of Employees: +/ Services provided: IT Services provided: CC, telemarketing Acxiom Contact Center sp. z o.o. BSH HQ of parent company: France ADDICO Sp.j. J.Górska i E.Szumlak Year started in Poland: 0//3 Year started in Poland: -444 HQ of parent company: Poland Number of Employees: --3 Number of Employees: In Poland: 14-1 Management in Poland: 00 ,20 .+ +0 Services provided: R&D Services provided: Telesales, sales support, databases, call centre, debt recovery, marketing research Adecco Poland Sp. z o.o. BST EURO-CENTRUM Management in Poland: Zbigniew Biały – President of HQ of parent company: Poland HQ of parent company: Poland the Management Board Management in Poland: 00 +32 /4 //, biuro.hg@adecco. Management in Poland: 1/0 124 /1., biuro@world- com brand.eu ContactPoint

ADP Poland Business Consulting Solutions CTM Teleperformance HQ of parent company: Poland Aegon Management in Poland: 00 +++ 3+ 43, mail@bcs- dcs.pl Sp. z o.o. Year started in Poland: 0//, solutions.pl HQ of parent company: Poland Services provided: CC Management in Poland: 00 1., 2/ //, [email protected]

*, BPO/SSC Companies in Poland

Deloitte Management in Poland: 00 ,2. /2 3., recepcja@ Healthcare Consultants Poland Sp. z o.o. HQ of parent company: Poland grupaever.com.pl HQ of parent company: Poland Management in Poland: 00 1-- /, --, dpoland@ Management in Poland: 00 .44 1/ 1/, info@healthcare. deloitteCE.com Evercom pl HQ of parent company: Poland DHL Express Management in Poland: 00 23, /- -0, evercom@ Heuthes Sp. z o.o. HQ of parent company: Germany evercom.pl HQ of parent company: Poland Number of Employees: +// Services provided: IT Services provided: CC Exorigo Sp. z o.o. Management in Poland: - HQ of parent company: Poland Diehl Controls Management in Poland: 00 11- .1 ,0, sekretariat@ Hewitt Associates Sp. z o.o. HQ of parent company: Germany exorigo.pl HQ of parent company: Poland Services provided: F&A Management in Poland: 00 242 10 0/, warsaw.crc@ Extor Sp. z o.o. hewitt.com Dimar HQ of parent company: Poland Number of Employees: 2/ Management in Poland: 00 1,2 -- ,2, [email protected] Hewlett-Packard Sp. z o.o. Services provided: CC, telemarketing, operations HQ of parent company: USA Fingroup Polska Sp. z.o.o Services provided: IT Direct Communication Sp. z o.o. HQ of parent company: Poland Management in Poland: - HQ of parent company: Poland Management in Poland: 00 ,41 -4 41, kontakt@ Services provided: IT ﬁ ngroup.com.pl Hogart Sp. z o.o. HQ of parent company: USA Dynamic Generation FK SERWIS Sp. z o.o. Services provided: IT HQ of parent company: Poland Epicor Software Management in Poland: 00 240 -4 12, i.blachut@ Hudson Sp. z o.o. HQ of parent company: USA fkserwis.pl Management in Poland: 12 20- /- -/, torun.sekretariat@ Services provided: IT hudson.com FPA Group Esselte IBM GBI Spółka Sp. z o.o. HQ of parent company: USA Euro-in i Partnerzy Sp. z o.o. HQ of parent company: Poland Number of Employees: .1/+ HQ of parent company: Poland Management in Poland: 00 .1, 22 -/,[email protected] Services provided: Complex services for business Management in Poland: 00 ,-, 02 //, [email protected] clients; Operations back-up center; Data mgmt GDF IT Consulting Sp. z o.o. outsourcing Ever Grupa Sp. z o.o. HQ of parent company: Poland HQ of parent company: Poland Management in Poland: 00 ,.3 // 4-, info@gdﬁ t.pl IDS Scheer Polska Sp. z o.o. Services provided: +., 00 +-,-4/- Gemius Management in Poland: 00 +-, -4 //, o! ce@ids-scheer. HQ of parent company: Poland pl Warsaw Number of Employees: +1

BPOs and SSCs BPOs Services provided: Insurance software development IFS HQ of parent company: Sweden Blindness no barrier to employment General Electric Number of Employees: 4+ at Polish call centre: ( e steady hum HQ of parent company: USA Services provided: IT support, software development of chatter and the clickety-clack of com- Number of Employees: +// Services provided: R&D, design IMPAQ Sp. zo.o. puter keyboards makes it sound like any HQ of parent company: Germany other call centre but at this Warsaw mar- GlaxoSmithKline Services provided: IT ket research ) rm, blindness is no barrier Year started in Poland: 0//1 Number of Employees: -, Intentia Poland to employment. ( e operation runs so Services provided: IT, CRM systems HQ of parent company: Sweden smoothly that people on the other end of Services provided: IT the phone line have no idea that they’re GM HQ of parent company: Poland Inter Partner Assistance dealing with the visually impaired. And Management in Poland: [email protected] Number of Employees: +/ thanks to new technology, the job gets Services provided: CC, telemarketing done without a hitch. Grant Thornton Frąckowiak Sp. z o.o. HQ of parent company: Poland Intergraph Europe “When you click on an icon, the com- Year started in Poland: -44+ HQ of parent company: USA

Outsourcing puter tells you what it is. A sighted person Number of Employees: 01/ Services provided: IT can read it while we can hear it,” said em- Services provided: HR, accounting, tax advisory, consulting IQFM Sp. z o.o. ployee Lukasz Chmielewski. Management in Poland: Katarzyna Banach – Managing Management in Poland: 00 ,41 02 -/, [email protected] Set up in "#!#, the small ) rm called Partner, 2- 201 -+4-, Agnieszka Chwalińska – Partner; Quality Cube has !% employees including Magdalena Marcinowska – Partner IT Business Centre Management in Poland: 00 ,-. -2 02, [email protected] !" who are blind, expanding – if minimally Groupe Laser – the limited pool of jobs for the visually HQ of parent company: France IT Business Consulting Group Sp. z o.o. impaired in Poland. Number of Employees: 1/ Management in Poland: 00 ... -3 //, [email protected] Services provided: Contact Centre “( ese people are the best employees,” IT ECS Sp. z o.o. said company co-founder Marcin Gic. Grupa Marketingowa TAI Sp. z o.o. Management in Poland: 00 210 00 .0, [email protected] “( ey are the most loyal. ( ey never take HQ of parent company: Poland Management in Poland: 00 2-0 -0 2/, [email protected]. Itella Information Sp. z o.o. sick days or take a day o+ because they pl HQ of parent company: Poland partied too much the night before, so it’s Year started in Poland: -443 very positive.” Gtech (Lottomatica) Number of Employees: 0+/ HQ of parent company: Italy Services provided: ﬁ nance Gic sees Quality Cube as a “real busi- Number of Employees: 4. Management in Poland: Miikka Savolainen – Managing ness”, not a charity. He concedes it took Services provided: ICT software development Director, [email protected], mobile 1-0 +2+ some investment to adapt the o, ce to -+3 Guest-Tek the needs of blind employees but said it HQ of parent company: Canada Jones Lang LaSalle Group Services Sp z o.o. was well worth it and expects to turn a Number of Employees: 2/ Year started in Poland: 0//3 pro) t in "#!". Services provided: ICT management Number of Employees: ,3 Management in Poland: - Services provided: Usługi ﬁ nansowe

!( BPO/SSC Companies in Poland

Manager’s Pro% le CSC Poland provides services to more than ment to changes and incredvible linguistic .# countries across Europe, Asia, Africa, talents. I believe that having such people both Americas and Australia. Our employ- capital helps us to become a global Knowl- Beata Skawińska ees use more than "/ languages every day. edge Processing O+ shoring center. Citibank International Plc, Poland Branch Warsaw, Olsztyn, Łódź How has your business changed - in Employee issues: Headquarters (global): New York terms of services provided - over the We are constantly improving our People Branch Representative years? Strategy. One of our important initia- [email protected] Our Center has evolved in line with the tives is to be recognized as an employer outsourcing sector in Poland. When we of choice. For the second consecutive Operations in Poland started in "##% we employed only %0 em- year we were certi) ed with Top Employer In "##% two new Citi entities were estab- ployees and supported our partners from Award by CRF Institute. We are especially lished in Poland - Citibank International Central and Easter Europe. Now we have proud that we received the highest scores Plc and Citibank Europe Plc, both operat- almost !&## employees and work with our in “Additional Bene) ts and Employment ing under Citi Service Center (CSC) brand. partners from all over the world. From Conditions”, “Professional Training and It is an initiative to create a network pro- year to year, we have been migrating more Development” and “Professional Career Development”. Additionally, our organization culture was also ranked very high. Our employees are very engaged in working for local societies. ( rough the Kronenberg Foundation, Citi organizes the biggest national and local programmes, re1 ecting the social responsibility of our organization. Citi is involved in Corporate Community Investment (CCI), which is ex- pressed mainly in the programs of Volun- teer Sta+ , Grants and Financial Education. Under these programs, the Foundation supports activities for the public good in education, local development and protec- tion of cultural heritage. and SSCs BPOs

Positive surprises – and critiques – of operating in Poland: I think the most important thing in Poland is the excellent talent pool. Another positive thing of operating in Poland is that

companies from outsourcing sector coop- Poland erate under the Association of Business Service Leaders in Poland (ABSL). ( ere are more than %# ABSL members from foreign and Polish investors. ABSL initiates a number of activities aimed at stimulating further growth of business services sector

as well as increasing Poland’s investment Outsourcing attractiveness on the international scene. However we still wish to have more support from our authorities. We understand that in the current economic situation in Europe it is very di, cult to decide to support such centers as ours. We believe that this is the best way to develop the Polish economy. Foreign companies bring innovation, state-of-art solutions and transfer knowledge to Poland.

Did subsidies/grants/incentives from viding high quality services to other Citi complex functions (for example: fund ac- Polish authorities play a role in your de- entities. We are seventh out of about /## counting, advanced statistical modeling cision to set up in Poland? such centers operating globally within Citi. and telepresence support). We manage to We received governmental grant after ) ve “Our sign on the door” is monitoring anti- hire talent from the market and universi- years of our presence in Poland. It is strong money laundering, back-o, ce banking op- ties. We invest in their development and point when we have discussion with our erations, securities and investment funds skills and build their expert knowledge. I partners about further development and operations and technology infrastructure. can see their positive energy, easy adjust- also from PR perspective.

!' BPO/SSC Companies in Poland

Management in Poland: Marta Rejman, 00 +-, // ./, Partner Holding Management Sp. z o.o. Roedl Outsourcing [email protected] Management in Poland: 00 ,+1 ,. 10, kontakt@part- nerholding.pl RR Donnelley Document Solutions Sp. z o.o. Lawson Software Management in Poland: 00 ,0/ 4+ // HQ of parent company: UK PayrollCenter Services provided: IT S&T Services Poland Sp. z o.o. PBS Polska Sp. z o.o. HQ of parent company: Austria Liberty Mutual HQ of parent company: Poland Services provided: IT HQ of parent company: USA Management in Poland: 00 ,3/ /2 /2, info@pbspolska. Number of Employees: 3/ com.pl Samsung Electronics Poland Services provided: CC, telemarketing HQ of parent company: South Korea Pharmaceutical Research Associates Number of Employees: 0// Lionbridge HQ of parent company: USA Services provided: Software development for ICT& HQ of parent company: USA Number of Employees: 00 TV SAT Number of Employees: 0// Services provided: Clinical research Services provided: Testing, location, software SAS Institute development PLL LOT HQ of parent company: USA HQ of parent company: Poland Number of Employees: +/ Logitel sp. z o.o. Number of Employees: 2/ Services provided: BI Management in Poland: 00 ++4 +, ,/, logitel@logitel- Services provided: CC polska.pl Sellpoint Sp. z o.o. Process Solutions Sp. z o.o. Services provided: Sales force outsourcing Macrologic SA Services provided: BPO Management in Poland: 00 .,0 /0 ,2, piotr.wojtowski@ HQ of parent company: Poland Management in Poland: 00 241 /0 41, info-pl@ps-bpo. sellpoint.pl Services provided: IT com Sii Sp. z o.o. MAD System Sp.j. D.Dziewanowski, M.Grzybowski Procter&Gamble Year started in Poland: 0//2 Management in Poland: 00 242 .. 33, o! ce@madsys- HQ of parent company: USA Number of Employees: 4// tem.com.pl Number of Employees: 0// Services provided: IT, new technologies Services provided: IT Management in Poland: Gregoire Nitot, 00 .,2 +3 +3, Management Data Systems Sp. z o.o. [email protected] Management in Poland: 00 13- 0. 1/, kontakt@mds. Progress Software Sp. z o.o. com.pl HQ of parent company: USA Simple SA Services provided: IT HQ of parent company: Poland Matrix.pl SA Services provided: IT HQ of parent company: Poland Prokom Software SA Services provided: IT HQ of parent company: Poland Sitel Services provided: IT HQ of parent company: USA McKinsey & Company Poland Sp. z o.o. Number of Employees: .1/ Management in Poland: 00 ,0/13// Provident Poland Services provided: CC, telemarketing

BPOs and SSCs BPOs HQ of parent company: UK MCX Systems Sp. z o.o. Number of Employees: .0/ Softomasz S.c. HQ of parent company: Poland Services provided: CC, telemarketing Services provided: IT solutions for business Services provided: IT Management in Poland: 00 132 ,0 //, biuro@softo- PTC masz.pl Mellon HQ of parent company: Poland HQ of parent company: USA Number of Employees: -21/ Sygnity Year started in Poland: 0//2 Services provided: CC HQ of parent company: Poland Number of Employees: ,+. Number of Employees: ./ Services provided: IT, Call center, Outsourcing PTK Centertel Services provided: Management process support Poland Management in Poland: Gregorios Kotoulas, 00 130 1+ HQ of parent company: Poland //, [email protected] Number of Employees: -31/ Symantec Services provided: CC HQ of parent company: USA Microsoft Sp. z o.o. Number of Employees: -+ HQ of parent company: USA PZU Centrum Operacji Services provided: IT tech support Services provided: IT Management in Poland: - Qumak-Sekom SA Mobica HQ of parent company: Poland Tieto Poland Sp.z o. o. HQ of parent company: UK Services provided: IT HQ of parent company: Finland

Outsourcing Number of Employees: 3/ Year started in Poland: 0//2 Services provided: IT Randstad Payroll Solutions Sp. z o.o. Number of Employees: about --// employees HQ of parent company: Poland Services provided: IT services, R&D services, Industry NextiraOne Polska Year started in Poland: -44, speciﬁ c Management in Poland: 00 11+ 11 //, nextiraone@ Number of Employees: 1/ Management in Poland: President – Wojciech Zaremba, nextiraone.pl Services provided: Payroll and HR ﬁ le administration [email protected], 00 004 4- //; Management in Poland: Katarzyna Plucinska – Managing OSG Records Management Director TIM Outsourcing Piotr Kałużny Sp.k. Services provided: Archiving Management in Poland: 00 0/+ +/ //, info@timout- Management in Poland: 00 1++-044/ RBS sourcing.com HQ of parent company: Holland Outsourcing Experts Number of Employees: 20/ TMF Polska Sp. z o.o. Year started in Poland: 0/-- Services provided: SSC: F&A+IT Management in Poland: 00 .12 .1 //, TMF.Poland@ Number of Employees: -//// tmf-group.com Services provided: Procesy zarządzania dokumentami Renault i back-o! ce, procesy wsparcia sprzedaży i marketingu, Year started in Poland: -442 Transition Technologies SA procesy call i contact center Number of Employees: 0, Management in Poland: 00 ++- ,/ 0/, [email protected] Management in Poland: Konrad Rochalski, Artur Services provided: Training, consulting Wojtaszek, Tomasz Słowiński Update CRM Sp. z o.o. Roche HQ of parent company: Austria P+ PlayMobile HQ of parent company: Szwajcaria Services provided: IT HQ of parent company: Poland Number of Employees: 00/ Number of Employees: 1. Services provided: Software development Wapro Sp. z o.o. Services provided: CC, telemarketing HQ of parent company: Poland Rodan Systems SA Services provided: IT HQ of parent company: Poland Services provided: IT

BPO/SSC Companies in Poland

Warsaw Software Group Sp. z o.o. Number of Employees: 1/ IBM Global Services Delivery Centre Poland Sp. z HQ of parent company: Poland Services provided: Payroll and HR ﬁ le administration o.o. Services provided: IT Management in Poland: Sylwester Czarnecki – Senior HQ of parent company: USA Sales Manager, [email protected], Year started in Poland: 0/-/ Webtel Sp. z o.o. mobile: 243 1.. +..; Katarzyna Plucinska – Managing Number of Employees: 0/// HQ of parent company: Poland Director, [email protected], mobile: Services provided: SSC IT Services provided: IT 1-0 +10 -34 Management in Poland: Bogusław Łopuch, 3- ++, 20 //, fax 3- ++, 20 /-, [email protected], ul. Wipro Poland Sp. z o.o. Atos Muchoborska ,, 1.-.0. Wrocław Year started in Poland: 0//, HQ of parent company: Germany Number of Employees: +// Services provided: R&D IT (Software development) Irevna Services provided: BPO F&A, BPO HRO, IT HQ of parent company: India Developement Centre, SAP applications support, Becton Dickinson Number of Employees: Planned -// Banking BPO services HQ of parent company: USA Services provided: KPO Center (Mathematics) Management in Poland: Robert Góra, 341 -21 ,0-, Services provided: BPO [email protected] KPIT Cummins BNY Mellon HQ of parent company: India Xerox HQ of parent company: USA Number of Employees: ./ HQ of parent company: USA Number of Employees: -// people + expansion plans Services provided: Accounting Center Number of Employees: 1/ Services provided: SSC Services provided: Document processing McKinsey&Company Management in Poland: - Capgemini Software Solution Centre HQ of parent company: USA HQ of parent company: France Number of Employees: Planned -// BLOOMING Technologies Sp. z o.o. Year started in Poland: 0//2 Services provided: KPO (Warsaw, Latchorzew) Number of Employees: .// HQ of parent company: Poland Services provided: Software Development Mphasis Management in Poland: 00 0-1 +. --, o! ce@blooming. Management in Poland: Piotr Poprawski HQ of parent company: India pl Services provided: HR, Accounting Central Europe BPO Asseco Business Solutions SA HQ of parent company: USA Networks (Warsaw, Piaseczno) HQ of parent company: Finland HQ of parent company: Poland Credit Safe Number of Employees: 4// Management in Poland: 00 3/0 ,4 //, [email protected] Number of Employees: 1/ Services provided: It R&D Services provided: R&D in Financial Inforsys SA Nokia Siemens Networks (Warsaw, Radzymin) Diehl Controls HQ of parent company: Finland Management in Poland: 00 1.1 +- //, [email protected] HQ of parent company: Germany Number of Employees: 4// Number of Employees: 21 Services provided: IT R&D Wrocław Services provided: R&D (Whitegoods) Management in Poland: - Opera Software

BPOs and SSCs BPOs Geoban S.A. SA Oddział w Polsce HQ of parent company: Norway HQ of parent company: Spain Dolby Number of Employees: -1/ Year started in Poland: 0//, HQ of parent company: USA Services provided: IT R&D Number of Employees: 2// Number of Employees: -// Services provided: Banking operations – Santander Services provided: R&D PNC (PFPC) group shared services HQ of parent company: USA Management in Poland: Raimo Kesti – General Ernst&Young Number of Employees: 0// Manager, [email protected], mobile: 1-4 1-3 13. Year started in Poland: 0/-- Services provided: BPO (Finance) Number of Employees: 0// Global e-Business Operations Sp. z o.o. Services provided: Finance QAD Poland (Hewlett-Packard) Management in Poland: Dariusz Sus, ,,+ +02 ,,, HQ of parent company: USA HQ of parent company: USA Number of Employees: 1/ Year started in Poland: 0//1 Fagor Mastercook Services provided: IT service center Number of Employees: 0-// HQ of parent company: Spain Services provided: Advanced Business Services Services provided: R&D (Whitegoods) Remy International including: Finance & Administration, HR, Procurement Management in Poland: - HQ of parent company: USA Administration, Marketing Services provided: R&D (Automotive) Management in Poland: Maxime Jouan – maxime. getsix Sp. z o.o. [email protected] Year started in Poland: 0//. Research & Engineering Center Sp. z o.o.

Outsourcing Number of Employees: 1/ Year started in Poland: 0//3 Randstad Payroll Solutions Sp. z o.o. Services provided: Accountancy, Finance, IT Systems, Number of Employees: 000 HQ of parent company: Poland Consulting -especially targeting German clients Services provided: IT, Software development services Year started in Poland: -44, Management in Poland: Monika Martynkiewicz-Frank, Management in Poland: Krzysztof Kuliński, Małgorzata 3- +,, -+ //, [email protected]; Claus Frank, 3- Rak, Seweryn Krajewski +,, -+ //, [email protected]; Roy Heynlein, 2- 22, Wrocław +. //, [email protected] Ruukki HQ of parent company: Finland BNY Mellon: In spring "#!", BNY Mellon Globalne Centrum Biznesowe HP (Global e- Number of Employees: 1/ announced plans to open a new Global Business Operations sp. z o.o.) Services provided: BPO HQ of parent company: USA Delivery Centre in Wrocław, where sta+ Year started in Poland: 0//1 Santander Consumer Bank will work in highly skilled roles mainly in Number of Employees: 01// HQ of parent company: Spain the areas of fund accounting and invest- Services provided: F&A, HR, Payroll processing, Number of Employees: Planned +// Marketing, Zarządzanie łańcuchem dostaw Services provided: BPO ment operations. “Poland is a central lo- Management in Poland: Agnieszka Orłowska, Agata cation within Europe, o+ ering high-qual- Dopieralska, Jacek Rosłan Siemens AG ity sta+ and infrastructure, coupled with HQ of parent company: Germany Google Number of Employees: 1/ attractive economics and ) nancial incen- HQ of parent company: USA Services provided: R&D IT(Software) tives,” said Michael Cole-Fontayn, chair- Number of Employees: -// man of Europe, Middle East & Africa. ( e Services provided: Operation / innovation center Tieto Poland Sp.z o. o. Management in Poland: - HQ of parent company: Finland ) rm will employ about *# people from the Year started in Poland: 0//2 beginning and could increase to even %## Hamilton Sundstrand Number of Employees: May 0/--- --// employees employees. HQ of parent company: USA Services provided: IT services, R&D services, Industry Services provided: R&D speciﬁ c

BPO/SSC Companies in Poland

Management in Poland: President – Wojciech Zaremba, Year started in Poland: 0/// Number of Employees: ./ [email protected], 00 004 4- // Number of Employees: ./ Services provided: IT Services provided: IT Service, Help Desk, Data Center, Management in Poland: Peter Horsten – CEO UPS Call Center, O! ce Services, Financial and Accounting, HQ of parent company: USA Personnel and Payroll Sitel Number of Employees: +-2 Management in Poland: Jacek Makarewicz – President (Tarnowskie Góry) Services provided: Accounting of the Board, [email protected]; Jerzy HQ of parent company: Poland Olszewski – V-President of the Board Number of Employees: -- Volvo Services provided: BPO Call Centre HQ of parent company: Sweden OPEGIEKA Sp.z o.o. Management in Poland: Danuta Paruzel – President Number of Employees: 1// (-// in IT) (Elbląg) Services provided: Accounting, administration, IT HQ of parent company: Poland Itella Information Sp. z o.o. Year started in Poland: -4,4 (Toruń) Wabco Number of Employees: -// HQ of parent company: Poland HQ of parent company: USA Services provided: GIS Center, Data Center, Centre for Year started in Poland: 0//1 Number of Employees: ./ Security and Recovery, IT Service Number of Employees: -// Services provided: R&D (Automotive) Management in Poland: Florian Romanowski – Services provided: Finance, IT President of the Board, Adam Augustynowicz Management in Poland: Miikka Savolainen – Managing Whirlpool – V-President of the Board, adam.augustynowicz@ Director, [email protected], tel. +., 1-0 +2 HQ of parent company: USA opegieka.pl +-+3 Number of Employees: -// Services provided: R&D (Whitegoods) Faurecia Orange (Grójec) (Tychy) Wipro HQ of parent company: France Number of Employees: -//-0// HQ of parent company: India Number of Employees: -// Services provided: SSC Number of Employees: -1/ Services provided: R&D Services provided: HR Service Center ABD Philips (Zielona Góra) Center of Excellence CREDIT SUISSE (Poland) Sp. (Kętrzyn) z o.o. HQ of parent company: The Netherlands (Wrocław, Dolny Śląsk) Services provided: R&D HQ of parent company: Szwajcaria Year started in Poland: 0//3 arvato services (branch of Bertelsmann Media Sp. Number of Employees: 12. z o.o.) Services provided: Finance & Accounting, HR, (Konin) Procurement, Customer Service, Financial HQ of parent company: Poland Services,KPO, IT Support, Reporting, Design & Year started in Poland: 0/-/ Publishing Services Services provided: BPO – telesales Management in Poland: COE Center Manager, Erich Niederhäuser, erich.niederhaeuser@credit-suisse. Calling Poland

BPOs and SSCs BPOs com; PB COO Center Manager, Andre Lorenz, andre. (Mierzyno) [email protected]; HR Center Head – Regula HQ of parent company: Poland Vijgenboom Ask, [email protected] Services provided: Call Center

Other Sonion (Mierzyno) Intrum Justitia HQ of parent company: Denmark (Białystok) Services provided: F&A HQ of parent company: Sweden Services provided: Call Center TP S.A. Poland (Mierzyno) Contact Center Liberty HQ of parent company: France (Bytom) Services provided: Call Center Management in Poland: Łukasz Skiba – Koordynator Projektów Zewnętrznych, [email protected] Cooper-Standard (Myślenice) LG Electronix HQ of parent company: USA (Ciechanów) Services provided: R&D HQ of parent company: South Korea

Outsourcing Services provided: R&D CITI Group (Olsztyn) Contact Center sp. z o.o. HQ of parent company: USA (Ciechanów, Tczew, Rawa Mazowiecka, Elbląg, Krosno, Year started in Poland: 0/// Sosnowiec) Number of Employees: About .1/ HQ of parent company: France Services provided: Finance Year started in Poland: -444 Management in Poland: Tomasz Drapiński – Director Number of Employees: In Poland: 14-1 Services provided: Telesales, sales support, databases, France Telecom call centre, debt recovery (Olsztyn) Management in Poland: Zbigniew Biały – President HQ of parent company: France Services provided: Call center TRW Automotive Management in Poland: Telekomunikacja Poland S. A. (Częstochowa) HQ of parent company: USA Phillips Year started in Poland: 0//3 (Piła) Number of Employees: -4/ HQ of parent company: The Netherlands Services provided: Accounting services Services provided: R&D Management in Poland: Robert Głowacki, +. +4/ 02 //, [email protected] Humax (Puszcz Gdański) Alstom HQ of parent company: South Korea (Elbląg) Services provided: R&D

InfoPower Sp.z o.o. Goyello (Elbląg) (Sopot) HQ of parent company: Poland HQ of parent company: Holland

!# Po!nd Outsourcing Awards

19 February 2013 Hotel Intercon!nental, Wa"aw

A B#ck-Tie Ga# Awards and Forum Recognizing Excel$ence and L%de"hip in Po#nd’s BPO/Outsourcing/Shared Services Se&o" in 2012

For more informa!on about reserva!ons, jury membe"hip, or sponso"hip, pl#se conta$ Thom Barnhardt (tb@biznespols%.pl; 508-143-963), or Wiktor Glinski (wglinski@biznespols%.pl; 694-492-067)

www.Po!ndOutsourcingAwards.pl

Media Partne": BiznesPols".pl BizPo!nd Magazine Outsourcing in Po!nd magazine