gic landscape in malaysia and trends in offshore gic market

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Background and Context The global sourcing market continued to evolve and grow rapidly in 2012 to reach a size of ~US$127 billion. While buyers leveraged different sourcing models as per their objectives and requirements, the in-house model continued to be an integral component of this evolution The success of the GIC model in India and Philippines led the buyers to explore other locations. While both these countries continue to lead GIC activity, companies also established GICs in other parts of Asia, Central & Eastern Europe, Latin America, and Africa One of the strongest contenders for the Asian region is Malaysia, with significant GIC presence in the country. Due to its unique value proposition in terms of multi-lingual, multi-cultural capabilities, significant expertise, and supportive government bodies, the country is well established to support voice-based and non-voice work (mainly finance & accounting and application services). The market is also gradually expanding to offer high-end work such as analytics In the first section of this edition of the biannual GIC report, we analyze the offshore GIC landscape in Malaysia in terms of market size, historical growth, future growth expectations, landscape of GICs, functions supported, and key cities witnessing activity. The report also provides an update on the global offshore GIC landscape, along with a view of the recent trends (2011 to H1 2013) in the GIC landscape Scope This research leverages Everest Group’s proprietary GIC database, the industry’s most comprehensive database on GICs. The analysis is based on GICs providing offshore delivery of global services, and excludes shared service centers that serve domestic operations • Data from the GIC database and Everest Group’s experience in the GIC segment have been supplemented adequately by interactions with GICs and service providers on key topical themes of the study • This report is relevant to a broad set of stakeholders – buyers/parent organizations, service providers, GIC organizations, and industry influencers (investors, industry bodies, etc.) Contents This report provides an in-depth analysis of the GIC landscape and trends in Malaysia, covering market size and growth, distribution of GIC landscape, and comprehensive information on industry verticals. The report also covers a detailed analysis of the overall offshore GIC market and trends, besides providing detailed profiles of the GIC landscape in six key industry verticals – Banking, Financial Services, and Insurance (BFSI); energy and utilities; healthcare; Manufacturing, Distribution, and Retail (MDR); technology; and telecom. The study concludes with an analysis of the recent trends (2011 to H1 2013) within the GIC landscape.

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  • 1. Topic: Global In-house Center (GIC) Landscape in Malaysia and Trends in Offshore GIC Market Global Sourcing (GS) Market Report: October 2013 Preview DeckCopyright 2013, Everest Global, Inc. EGR-2013-2-PD-0950

2. Our research offerings for global servicesSubscription information 1The full report is included in the following subscription(s) Global Sourcing (GS)Market Vista Global services tracking across functions, sourcing models, locations, and service providers industry tracking reports also available BFSI1 information technology BFSI1 business processIf you want to learn whether your organization has a subscription agreement or request information on pricing and subscription options, please contact us: info@everestgrp.com +1-214-451-3110ProcurementHealthcare information technologyHuman resourcesInformation technologyRecruitment processCloud VistaContact centerGlobal sourcingService provider intelligencePricePointIn addition to published research, a subscription may include analyst inquiry, data cuts, and other servicesFinance & accountingTransaction IntelligenceCustom research capabilities Benchmarking | Pricing, delivery model, skill portfolio Peer analysis | Scope, sourcing models, locations Locations | Cost, skills, sustainability, portfolio Tracking services | Service providers, locations, risk Other | Market intelligence, service provider capabilities, technologies, contract assessmentBanking, financial services, and insurance Copyright 2013, Everest Global, Inc. EGR-2013-2-PD-09502 3. Background and scope of researchBackground of the research The global sourcing market continues to evolve and grow rapidly in 2012 to reach a size of ~US$127 billion. While buyers leverage different sourcing models as per their objectives and requirements, the in-house model continues to be an integral component of this evolution The success of the GIC model in India and Philippines led the buyers to explore other locations. While both these countries continue to lead GIC activity, companies also established GICs in other parts of Asia, Central and Eastern Europe, Latin America, and Africa One of the strongest contenders for Asian region is Malaysia, with significant GIC presence in the country. Due to its unique value proposition in terms of multi-lingual, multi-cultural capabilities, significant expertise, and supportive government bodies, the country is well established to support voice-based and non-voice work (mainly finance & accounting and application services). The market is also gradually expanding to offer high-end work such as analytics The scope and methodology of this report include: In the first section of this edition of the biannual GIC report, we analyze the offshore GIC landscape in Malaysia in terms of market size, historical growth, future growth expectations, landscape of GIC parents, functions supported, and key cities witnessing activity The report also provides an update on the global offshore GIC landscape, along with a view of the recent trends (2011 to H1 2013) in the GIC landscape This report is based on Everest Groups proprietary GIC database that is updated quarterly with new set-up activity, expansion/contraction of existing GICs, divestures, and capability additionsCopyright 2013, Everest Global, Inc. EGR-2013-2-PD-09503 4. Terminology | Global In-house Center (GIC) replacing captiveWhat has changedContext Historically, the term captive has referred to service delivery operations in lower cost geographies, which are owned and operated by the same company receiving the services (i.e., not third-party outsourcing) Although, the term has become widely used, it has a perceived negative tone and is not self-explanatory, causing confusion for those new to the global services space Furthermore, many organizations, for which captive is intended to describe, do not use the term themselvesEverest Group adopted Global In-house Center or GIC as the preferred term to replace captiveThis will appear in all of our reports and content beginning in July 2012Growing industry-wide shift Both NASSCOM (India) and BPAP (Philippines) are championing the change in terminologyCopyright 2013, Everest Global, Inc. EGR-2013-2-PD-09504 5. Table of contents(page 1 of 2)TopicPage no.Background and scope6Summary of key messages8Section I: Focus geography: GIC landscape in Malaysia Summary Malaysia global services market Malaysia GIC industry split by: Size and scale Parent revenue Parent geography Industry vertical Functions supported Locations Deep-dive into key industry verticals12 13 14Section II: Overview of the GIC landscape Summary Global offshore services and GIC market: Size and growth Distribution of the global offshore GIC landscape by: Parent revenue Parent geography Industry vertical Functions supported Offshore delivery locations31 32 33Copyright 2013, Everest Global, Inc. EGR-2013-2-PD-095016 19 20 21 22 23 2536 37 38 39 41 5 6. Table of contents(page 2 of 2)TopicPage no.Section III: Deep-dive into key industry verticals Banking, Financial Services, and Insurance (BFSI) Energy and Utilities (E&U) Healthcare Manufacturing, Distribution, and Retail (MDR) Technology Telecom44 46 49 52 55 58 61Section IV: Recent trends in the GIC landscape (2011 to H1 2013) Summary Recent trends in GIC set-ups and divestitures Recent trends in offshore GIC landscape (2011 to H1 2013) by: Parent revenue Parent geography Industry verticals Functions supported Key GIC locations Overview and list of offshore GIC divestitures (2011 to H1 2013)64 65 66Appendix Recent offshore GIC set-ups (H2 2012 and H1 2013) Glossary of key terms GS research calendar References82 83 94 95 96Copyright 2013, Everest Global, Inc. EGR-2013-2-PD-095067 68 69 70 71 766 7. This research leverages Everest Groups proprietary GIC database that tracks offshore GICs of leading companies Everest Groups proprietary GIC database Unique characteristicsKey dimensions tracked Scale (FTE range)Industry verticalsTracks GICs of leading firms (e.g., Forbes 2000 and Fortune 500 companies)Functions offered (e.g., IT, BP, and ES/R&D)Parent geographiesIndustrys most comprehensive database of offshore GICs located across India, Rest of Asia, Europe, Latin America, and AfricaParent size (revenue range)Location of delivery centersDatabase covers more than 1,600 GICs Focus on GICs providing offshore delivery of global services excludes shared services centers serving the domestic marketCopyright 2013, Everest Global, Inc. EGR-2013-2-PD-09507 8. This report provides an in-depth analysis of the GIC landscape and trends in Malaysia Offshore GICs by headcount range of FTEs H1 2013; Number of GICsMalaysian IT-BPO industry size US$ billion100% =2,001-5,0001,001-2,000500-1,0002009