• 800+ BPO, shared services, and outsourcing centers• Top 83 universities in Poland

• Profiles of center managers

OutsourcingPoland Shared Services 2013 &

5thedition

BETTER AT WORKWe believe in making life better at work. At Kinnarps, we do more than just sell furniture. With products and services to match your needs, we deliver inspiring and effective workspace solutions to help your organisation prosper. www.kinnarps.pl

MAKING LIFEBETTER AT WORK

KINNARPS_A4_Outsourcing Poland 2013 magazine_ok_Layout 1 13-05-22 09:44 Page 1

BETTER AT WORKWe believe in making life better at work. At Kinnarps, we do more than just sell furniture. With products and services to match your needs, we deliver inspiring and effective workspace solutions to help your organisation prosper. www.kinnarps.pl

MAKING LIFEBETTER AT WORK

KINNARPS_A4_Outsourcing Poland 2013 magazine_ok_Layout 1 13-05-22 09:44 Page 1

Letter from Editor:

In this our annual directory (our 5th year) Outsourcing and Shared Services Poland, we provide some insight into emerging trends in the sector in Poland. The core of our effort has been to provide the most-exhaustive listing of companies in the Shared Services sector and BPO/Outsourcing sectors in Poland. Our definitions of outsourcing are deliberately broad, anvd includes the large sectors of captive Shared Service centers, BPOs providing external services, as well as R&D centers, IT and software development, and call centres. This year, we have more than 700 firms listed.

In addition to a big thanks to our research team’s efforts, led by Magda Adamczyk, I would like to thank the many city officials, PAIZ, ASPIRE and ABSL for their content contributions and listings of companies from the sector.

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 July, SSON Shared Services conferences in Stockholm and Berlin, IOF in October and both ABSL and ASPIRE events. And look for us on your iPad – just go to the AppStore, type in “Outsourcing Poland” and you can download for free our full magazine.

Thom Barnhardt, editor and publisher

ISSN 1643-4692

Publisher: BiznesPolska Sp.z o.o.ul. Długa 44/50, bud. D, lok 704,00-241 Warszawatel./fax: 022 831 7062Research Director: Magdalena Adamczykmadamczyk@biznespolska.plMarketing Executive: Wiktor Glińskiwglinski@biznespolska.pl

President:Thom Barnhardtbarnhardt@biznespolska.pl

Graphic Design/DTP: Sławek Parfianowiczsparfianowicz.wordpress.com

• 800+ BPO, shared services, and outsourcing centers• Top 83 universities in Poland

• Profiles of center managers

OutsourcingPoland Shared Services 2013 &

5thedition

• CE

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nd

Shared Services A

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rds

Distribution:

SSC/BPO sector to double employment to 200,000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4The surprising potential of Polish IT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6For Hire ! - 250,000 IT professionals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6Ranking of Top Polish Universities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8Recruitment & Innovation: a systematic and innovative solution to boost

your candidate sourcing! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Office supply doubles amidst growing competition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Roadshow to India to entice BPOs to Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Top 100 Outsourcing Destinations – The World’s Big Three Regions . . . . . . . . . . . . . . . . . . . . . . . . . 16Directory of BPO/SSC Companies in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Manager’s Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Map of Outsourcing and Shared Service Centers in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

OutsourcingPolandShared Services 2013&

Table of Contents

6 February 2014

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The numbers keep growing bigger.Just a couple of years ago, news of a new in-vestor in Poland’s burgeoning shared servic-es/outsourcing sector hiring 50 employees would be a big deal. Today, new investment projects with plans to hire 500 new employ-ees get the headlines.

Poland’s business services sector is grow-ing up fast. And getting serious. A sleepy, behind-the-scenes sector no more. Aware-ness of the sector’s potential is high: among city mayors, top university officials, commer-cial real estate developers, recruitment firms, software vendors, office furniture firms, em-ployee-benefits firms. The list goes on and on.

A simple sign tells the story of how hot the sector is: conferences. In addition to both of the major annual ABSL and ASPIRE conferences (both were very, very good), the SSONetwork conferences (Prague, Berlin, Stockholm) attract a substantial presence from Poland. The annual World BPO forum in New York increasingly has a stronger Pol-ish footprint. IOF, the London-based media group, held its annual European outsourc-ing conference in Sopot. And the sector’s first major Awards event was held in Feb-ruary, attracting 250 guests, with the next “CEE Outsourcing and Shared Services Awards” gala set for 6 February in Warsaw.

Growth in the business services sector (alternatively referred to as BPO or out-sourcing, and including shared service cen-ters) has outstripped even the most optimis-tic forecasts. With total employment of less than 15,000 in 2004, when Poland joined the

European Union, the sector now employs more than 100,000 people – and recently displaced Poland’s mighty, politically-pow-erful coal mining industry. According to re-cent data from ABSL, the sector may employ more than 200,000 within a few years.

“I think the numbers can double in the next few years, especially if Poland manages to change a few key procedures which will improve our competitive position compared to western Europe” - said Jacek Levernes, president of ABSL.

“When it comes to business services, we have become the number one player in Eu-rope and number three in the world” - said Levernes, who has EMEA responsibilities at HP. “Poland is generally half the price of our western neighbors”.

Poland gains market share as the EU crisis rumbles on“The message is that the more difficult the sit-uation is in the European and world economy, Poland as a destination for SSCs and BPOs be-comes more attractive”, said Levernes.

American and European banks and finan-cial institutions, in particular, have found a happy home in Poland, as the Polish BIFS sector (banking, insurance and financial services) is one of the leading sub-sectors within the broader SSC/BPO sector. Ac-cording to Scott Newman of US-based State Street, more sophisticated and specialized services are being provided in Poland as companies move up the value-chain. Poland has become a key European location for fund accounting, securities valuation, exchange-traded derivatives and hedge fund adminis-tration. Goldman Sachs is opening an office in Warsaw, with an initial focus on IT and technology support.

Additional Key Trends that are emerging include:• Nearshoring by western European

firms While the large American SSCs in Poland

continue to expand, more and more SSCs – on a smaller scale – are coming from west-ern Europe, particularly from the UK, Scan-dinavia and the DACH countries. With easy flight connections from all major European cities to most major Polish cities, cultural affinity, language skills and staffing costs which are often more than 50% lower than in western Europe, experts from the sector believe that this is a substantial source of growth over the next few years.

• Backshoring Scouring the globe, many global firms in

the period 2009-2011 - in their quest to reduce costs - chose to outsource jobs to low-cost locations such as India. Yet those with a major European presence have found that Poland’s proximity to western Europe – geographically and culturally – provides an advantage that non-European locations cannot provide. Poland is not the lowest-cost location on the globe – but it is a “cost-effective” location with both competitive labor rates and highly-skilled staff capable of carrying out more complex services.

And Indian BPOs, with huge American clients, are looking at Poland as a way to retain their clients who are demanding a European presence. “Many more Indian firms are looking at setting up operations in Poland”, said J.J. Singh, founder of the Indo-Polish Chamber of Commerce, and co-organizer of a recent trade show to India to showcase the opportunities in Poland’s BPO sector.

• Cities battle for position: Tier I, II and III

While Krakow remains the undisputed leader in Poland, and indeed continental Europe, the cities of Warsaw and Wro-claw can claim membership in Poland’s Tier I cities for the SSC/BPO sector. All three cities are listed on Tholons Top 100 locations rankings (numbers 10, 36, and 75, respectively). Tier II is topped by the cities of Gdansk, Katowice, Poznan and Lodz. Tier III cities include Szczecin (ar-guably and sometimes positioned in Tier II), the eastern Polish cities of Lublin, By-dgoszcz, Kielce, and Rzeszow, and several Silesian cities such as Opole.

These positions are dynamic and subject to change, with real estate agents saying that Gdansk is close to being a Tier I location, and Szczecin on the cusp of moving up to Tier II.

The dominant three markets in re-spect of headcount in the services sector are Warsaw, Kraków and Wroclaw. The seven biggest Polish agglomerations i.e. Warsaw, Kraków, Wroclaw, Lódz, Silesia, Tri-City and Poznan have about 80% of all service centres in Poland, driven by strong universities and higher-education centres, and a reasonably wide availabil-ity of office space, albeit differences exist between particular markets.

One of the clear benefits of the battle between Polish cities is that the aware-

SSC/BPO sector to double employment to 200,000

Polish fund raises €314 million. Targets BPO sector.Enterprise Investors has raised €314 million for its next investment vehicle, Polish Enterprise Fund VII, and says the business process outsourcing sector will be part of the target investments. The fund will mainly invest in Poland and will deploy €20-50 million per deal. The fund will invest in sectors driven by the convergence of CEE domestic consumption with the rest of the EU, such as consumer products and retail, financial services and healthcare, and will also consider opportunities in the IT, industrial products and business process outsourcing sectors. n

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ness world-wide of Poland as a country-destination becomes stronger.

• Poland vs. other CEE – costs still im-portant; specialization more impor-tant

Poland is the clear leader in the CEE re-gion, head-and-shoulders above Czech Republic, Hungary, and Romania. How-ever, several service center managers commented that Romania is increasingly on the radar screen of companies looking at setting up service centers in CEE. With its low-cost labor, EU membership, and nearly 20 million population, Romania is winning some business, particularly with European countries such as Italy, Spain and France with close language affinities. The low-cost competition of Romania is further incentive for Poland’s service cen-ters to move up the value-chain to offer higher value-added services.

• Foreign workers moving to Poland to work in BPO centres

Just 10 years ago, Poland was considered a “hardship” location, where expatriate executives received extra compensation to work here. Today, Poland is attracting a growing variety of world-class talent, drawn to the charms of cities like Krakow and Wroclaw, or the energy of Warsaw. SSC and BPOs are offering the full range of all European languages, drawing young

workers from Portugal, Finland, Hungary, Italy and Serbia. So in addition to the com-pany-controlled compensation or work-environment, new investors are keen to locate in a city that offers a high-quality of life for its workers and top executives.

• Growth on the horizon While the growth drivers of SSCs and

BPOs are well-documented, industry insiders such as PAIZ’s Rafal Szajewski, who specializes in attracting and servic-ing new foreign investors to the BPO/SSC sector, said that new areas are emerging, such as legal process outsourcing (LPO). Many Polish universities offer programs to lawyers to study the legal systems of Germany, the UK or the United States, for example, and consequently many western European firms are looking at outsourc-ing some of their legal work to Poland. And another growth area, domestically for Poland, are large Polish firms and government entities that are looking to reduce costs and streamline processes. In Radom, for example, the Ministry of Finance successfully operates a services center. International firms such as Cap-ita and Southwestern grew rapidly on the back of outsourced government con-tracts in the UK, and we can expect the emergence of a Polish firm that might tap into this still-young market. Large Pol-

ish firms such as energy firm Tauron and insurer PZU and PKO bank have already started service centers, and this trend will continue to gather pace.

New projectsMajor expansions and new investments re-cently include Brown Brothers Harriman, State Street, Cisco, HEINEKEN, Euroclear, Farnell, Rolls Royce, Accenture and RWE in Krakow; H-P and Infosys in Lodz; Bayer, Metsa, and Gate Gourmet in Gdansk; MetroGroup and Genpact in Szczecin; CarlZeiss in Poznan; Red-Knee, Luxoft, Qatar Airways, Catlin and Qiagen in Wroclaw; CapGemini in Opole; IBM’s multi-ple-locations expansion; Ruch, Webanywhere and Katowicki Holding Weglowy in Katowice; Idea Call Center in Radom; and Goldman Sachs plans for an IT center in Warsaw.

With cities coy about naming new names under negotiation, several have alluded to landing major new service centers in the coming months.

Still work to be done to improveBehind the scenes, associations like ABSL are active at the national government level to improve some regulatory issues that are hindering growth. Issues such as group VAT registrations, more flexible labor laws, and employee background checks are among the priorities targeted for reform. n

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Peter Horsten

Typically, when you think of IT outsourcing, you think India. However, India is not every-one’s holy grail. Many emerging countries might have better conditions. Yet Poland is a prime example of such pearls in IT.

Back in 2005 I investigated the Polish IT market to assess its readiness for Western European outsourcers. Honestly, I was sur-prised. The level of innovation, the knowl-edge, the skills, rates, everything seemed perfect and exceeded my expectations.

What Poland has to offer might seem unbelievableCompared to India, Poland offers several ad-vantages. It is in a favourable time zone, the cultural background is similar, and thanks to the EU there are common legal regulations known to all.

For different reasons people seem not to be aware that Eastern-Europe is developing almost at the speed of light. We realized it especially when talking to our potential (non-Polish) clients. They appear to have a very old fashioned image of Poland. They still think it’s a rather poor and industrial country and as-sociate it only with its legendary figures Lech Walesa and Pope John Paul II.

It’s great to see how astonished they are once they actually visit Poland. They imme-diately conclude that Poland is a rapidly de-veloping and modern country with a lot to of-fer. They notice that Polish IT developers are at least as clever as their counterparts back home, and very often way ahead, winning in-ternational programming competitions.

Skills will make the differenceWe have already noticed that a more impor-tant reason, than costs, to consider Poland as an outsourcing location is the increasing skill gap. In most European countries it’s getting harder to find the right-skilled soft-ware developers. Not enough people seem to

be interested in IT-related careers compared to the demand. Ambitions drive a major part of software developers to become architects, consultants or (project) managers as soon as possible, not leaving enough craftsmen at the core levels.

This is not the case for Poland. Recently, one of our clients stated in an interview for a Dutch newsletter: “The Dutch labour market offers not enough engineers. We solve this issue by hiring Polish developers. Being extremely in-telligent and proud of their job they are true professionals. In the Netherlands every edu-cated person wants to become a manager. In other countries they want to learn a craft”.

Today this availability of skills is a unique selling point for Poland. Many good universi-ties across Poland annually deliver well-educat-ed engineers. However, finding the right ones is increasingly becoming a challenge. Many Western companies already found their way to the leading outsourcing cities like Krakow and Wroclaw. Salaries in these areas are rising and so are the costs of the companies’ services. Depending on your needs and what you can of-fer, it might be better to look for employees or service providers in other Polish cities.

Nearshoring in PolandWhen you are not so experienced with out-sourcing, it might be better to look for a near-by destination.. In general it is close to impos-sible for an outsourcer to clearly specify their needs. When you cooperate using Agile with a nearby provider it will be easier to understand each other’s needs and to correct the develop-ers in time. Making all the difference between a failed and a successful project.

Huge corporations are probably still bet-ter off in countries like India. Due to the simple fact that India is far bigger, it’s easier to scale up the team in India than it will be in Poland. But for smaller, more innovative projects and for smaller, less seasoned orga-nizations a so-called nearshore location will prove to be a far better option. n

Peter Horsten (1969) is founder & owner of Goyello, a Polish-Dutch Agile software house, delivering working solutions. Horsten founded Goyello in 2006 together with Arie de Bruin. Currently he is responsible for the strategic and operational leadership of Goyello’s sales, mar-keting, and services organization with a special focus on company’s self-developed SaaS busi-ness solutions. Horsten lives in Gdansk, with his wife and 3 sons. peter.horsten@goyello.com

IT outsourcing is growing in importance to Central and Eastern Europe. Yet just one country in the region – Poland – saw its technology outsourcing business grow by 20% annually since 2008.

A raw comparison of the gap between supply and demand in western Europe shows that the demand for eastern Euro-pean IT outsourcing will remain robust in

coming years. Even though employment in IT sectors of western EU rose from 2.25 million in 1995, to almost 5 million today, it’s still growing and creating demand that can’t be met by the local workforce supply. A study founded by the European Commission of Enterprise and Industry paints a picture of upcoming deficiencies of IT workforce in “old” EU countries. By

2015, the top six job markets of EU alone will need 250,000 extra employees with IT skills.

Where will they find a quarter of mil-lion skilled IT workers? Mostly in Central and Eastern Europe. The data from 2012 shows that companies from Germany, UK, Austria, Norway, Sweden and Neth-erlands most frequently opted to move

The surprising potential of Polish IT

Poland “ahead of China”, says Facebook CEOMark Zuckerberg suddenly appeared in Warsaw in May on what the Facebook founder and CEO said was a spontane-ous one-day holiday. But the meaning of the word “spontaneous” would need to be stretched to explain his meeting with the Polish minister for administrative af-fairs and digitisation, Michal Boni. Offi-cially, Zuckerberg and Boni talked about the significance of the IT industry in Po-land and the position of Polish program-mers in the world market. According to Zuckerberg, Poland is Facebook’s sec-ond-most important recruiting grounds for programmers, “ahead of China al-though still behind India”. Boni added that the growing Polish IT market was now worth approximately €7bn annually — 2.2 percent of the country’s GDP.The two are also likely to have discussed one subject likely to be on both their minds for different reasons: the EC’s proposed reforms of Europe’s privacy rules. Boni said that privacy remained important for Poles, and working out how to create conditions that allowed businesses to successfully combine in-novation with privacy would remain an issue in the years ahead. n

For Hire ! - 250,000 IT professionals

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their services to nearshore locations, rather than somewhere offshore. What’s also notable is the resurgence of the so–called backsourcing. A rising num-ber of EU companies that have outsourced their processes offshore, choose to return to nearshore markets, pumping up the CEE outsourcing sector even further.

EducationOne important reason of this outsourc-ing push is a huge, untapped reserve of well–educated, affordable workforce in CEE countries. While Communist governments left economies in disarray, they also creat-ed a legacy of well–developed technologi-cal universities. When faced with hardships of their job markets, young people in CEE countries chose to pursue further educa-tion more often than their peers in Western countries.

Pearson plc, an education company that compares the Global Index of Cog-nitive Skills and Educational Attainment in 39 developed nations, confirms the strong educational position of the CEE region. Many CEE countries show better student test scores and graduation rates than their richer Western partners. Most notably: • Poland ranks 14 (ahead of Germany and

United States)• Slovakia ranks 19 (ahead of Sweden)• Czech Republic ranks 22 (ahead of Austria

and Italy)

CostsSalaries are another important driving factor that helps the CEE outsourcing sector grow. According to official data, the average gross monthly salaries in CEE range from $379 (Ukraine) to $1222 (Czech Republic). By comparison, the average monthly salary in top European job mar-kets start at $2589 (Italy) and go all the way up to $4932 (United Kingdom). It’s hard to compare specific rates in IT and software development, because they vary wildly be-tween companies and cities. According to data gathered directly from hundreds of professionals by Payscale, a company that specializes in real wage comparisons, the median net salaries of Software Devel-opers in CEE were comparable (and some-times lower) than in China. Cost-wise, India is still in the lead, but due to grow-ing living standards and increasing wages the gap is narrowing. Other savings – both tangible and intangible – frequently tip the scales in favor of CEE.

The IT Outsourcing News data puts an average hourly rate of outsourced Software Developers in CEE between $19 and $40, though higher rates are not at all uncom-mon for companies with a large portfolio

of high-profile projects and for teams of very experienced specialists.

Poland – Fun and GamesMany ventures that started as one-man en-terprises have emerged to become leading Pol-ish companies, on a European or global scale. Firms such as Asseco and Comarch are well-es-tablished in Poland and Europe with developed footprints in the United States as well.

And while outsourcing services are an im-portant part of the healthy Polish IT sector, other sectors like gaming show the global po-tential. A good example is the IVONA soft-ware package – while not exactly a household name, this text– to–speech solution was used

in many popular consumer devices. Most notably, it powers the text–to–speech capa-bilities of Amazon’s Kindle Fire. Recently, Amazon decided to acquire IVO Software, but there are many other Polish companies with unique solutions waiting to be discovered.

Poland is also an important spot for “AAA” games development. A Wroc³aw-based developer Techland (of Dead Island fame) and Warsaw-based CD Project RED (creators of Witcher, Witcher 2, and upcom-ing Cyberpunk 2077) lead the charge into the next generation of video games, with multiple titles announced for new gaming platforms coming from Sony and Microsoft in 2013. n

The knowledge and experience of Polish professionals is confirmed by international programming contests. Polish engineers regularly come in first in competitions such as Imagine Cup, Code Jam or Central Euro-pean Programming Contest (CEPC), which signifies that the quality of IT services in Poland is outstanding.  The following advan-tages were assigned to Poland by the Racon-teur Media in their Outsourcing Business report for 2012: loyal workforce, strong gov-ernment support for outsourcing, and large investments in learning foreign languages.

Here below are recent Polish winners of the hotly-contested global competition Microsoft’s Imagine Cup. 2008Embedded Development Competition –

Third Place (Bronze) - Team Aero@PUT

Interoperability Challenge – Third Place (Bronze) – Together (Dariusz Walczak, Marcin Wrzos, Piotr Sikora, and To-masz Nowak

2011Game Design (Web) – First Place (Gold):

CellardoorIT Challenge – Second Place (Silver):

Błażej MatuszykInteroperability Challenge – Third Place

(Bronze): DemosceneSpirit: (Lukasz Michniewicz, Szymon Majewski, Marek Majewski, and Magdalena Du-darska)

2012Windows Phone – Second Place (Silver):

The Stack Karol StosikWindows 7 Touch Challenge – Second Place (Silver): _dreambender n

Polish Winners of Microsoft’s Imagine Cup

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Ranking of Top Polish Universities

Rank Name

Tota

l sc

ore

Pres

tige

(25

%)

Inno

vative

ness

(5

%)

Rese

arch

Pot

en-

tial

(15

%)

Rese

arch

Ef-

ficie

ncy

(30%

)

Stud

y co

nditio

ns

(10%

)

Inte

rnat

iona

lisa-

tion

(15

%)

1 Uniwersytet Jagielloński 100 100 59.17 96.36 100 77.89 56.46

2 Uniwersytet Warszawski 99.92 96.90 72.46 100 91.29 73.47 72.79

3 Uniwersytet im. Adama Mickiewicza w Poznaniu 80.08 65.88 52.92 93.73 75.13 66.75 62.21

4 Politechnika Warszawska 79.00 67.93 90.07 82.50 76.63 57.05 54.07

5 Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie 74.40 62.38 92.50 86.39 69.82 51.94 46.90

6 Politechnika Wrocławska 73.35 58.46 100 84.56 64.70 48.97 59.88

7 Uniwersytet Wrocławski 72.31 55.48 39.50 89.88 77.39 59.05 46.27

8 Uniwersytet Medyczny im. Karola Marcinkowskiego w Poznaniu 67.49 24.79 35.16 87.34 82.21 93.53 56.17

9 Uniwersytet Mikołaja Kopernika w Toruniu 66.06 47.49 51.02 81.44 84.95 55.81 17.86

10 Szkoła Główna Handlowa w Warszawie 65.98 50.60 30.21 96.83 51.28 50.33 64.15

11 Warszawski Uniwersytet Medyczny 64.80 38.87 42.67 70.17 78.08 82.78 38.37

12 Gdański Uniwersytet Medyczny 64.69 25.87 25.29 85.17 81.31 85.93 48.66

13 Politechnika Łódzka 63.79 41.44 81.01 77.36 63.66 53.32 50.47

14 Uniwersytet Gdański 63.01 38.17 54.87 80.43 76.62 63.38 28.39

15 Akademia Leona Koźmińskiego w Warszawie 60.88 31.18 27.76 83.61 50.40 42.59 100

16 Uniwersytet Medyczny w Łodzi 60.76 30.13 33.94 84.88 76.19 86.61 18.05

17 Uniwersytet Medyczny im. Piastów Śląskich we Wrocławiu 60.57 32.14 47.54 72.38 55.55 100 48.74

18 Politechnika Śląska w Gliwicach 59.94 50.81 71.61 73.01 58.26 52.08 22.12

19 Uniwersytet Medyczny w Białymstoku 59.33 23.73 17.20 90.42 79.92 78.44 22.81

20 Uniwersytet Śląski w Katowicach 59.30 36.44 64.01 86.02 68.35 60.42 14.50

21 Uniwersytet Ekonomiczny w Poznaniu 59.10 43.65 32.83 84.69 59.57 49.56 33.73

22 Politechnika Poznańska 58.76 49.71 84.68 73.30 52.80 48.30 24.17

23 Uniwersytet Łódzki 58.74 37.11 52.05 81.48 62.07 53.70 35.58

24 Politechnika Gdańska 56.79 32.87 70.61 77.72 65.91 41.01 32.68

25 Szkoła Główna Gospodarstwa Wiejskiego w Warszawie 56.78 46.54 39.28 71.80 58.15 52.37 24.83

26 Śląski Uniwersytet Medyczny w Katowicach 56.76 17.29 15.89 81.36 88.77 69.70 22.92

27 Uniwersytet Medyczny w Lublinie 56.37 10.10 26.18 77.13 77.36 77.90 52.63

28 Katolicki Uniwersytet Lubelski Jana Pawła II 54.42 36.78 15.29 76.76 64.10 57.96 20.32

29 Uniwersytet Warmińsko-Mazurski w Olsztynie 54.24 38.91 61.62 70.55 50.93 55.21 29.60

30 Uniwersytet Marii Curie-Skłodowskiej w Lublinie 53.76 40.86 56.36 70.90 57.61 57.95 9.31

31 Pomorski Uniwersytet Medyczny w Szczecinie 51.30 6.80 30.36 70.66 89.33 49.89 32.43

32 Uniwersytet Przyrodniczy we Wrocławiu 50.34 26.11 77.82 79.18 55.50 49.73 13.04

33 Uniwersytet Przyrodniczy w Poznaniu 50.23 36.35 29.13 73.34 58.89 46.56 10.16

34 Uniwersytet Kardynała Stefana Wyszyńskiego w Warszawie 49.27 28.86 20.45 76.63 70.12 37.53 7.43

35 Wojskowa Akademia Techniczna im. Jarosława Dąbrowskiego w Warszawie

48.86 28.27 37.46 76.41 65.04 44.87 3.37

36 Uniwersytet Rolniczy im. Hugona Kołłątaja w Krakowie 48.46 29.40 33.16 74.91 62.44 41.85 8.45

37 Uniwersytet Ekonomiczny we Wrocławiu 47.91 32.43 38.35 79.31 39.82 42.60 30.41

38 Uniwersytet Papieski Jana Pawła II w Krakowie 46.59 7.50 2.36 83.91 83.48 49.42 4.99

39 Politechnika Krakowska im. Tadeusza Kościuszki 44.40 32.66 46.38 63.96 38.69 45.22 21.73

40 Uniwersytet Ekonomiczny w Krakowie 43.09 29.42 11.33 74.96 36.42 37.21 31.00

41 Zachodniopomorski Uniwersytet Technologiczny w Szczecinie 42.95 12.17 73.76 67.81 56.22 56.04 5.53

42 Uniwersytet Ekonomiczny w Katowicach 42.92 26.60 29.80 78.46 29.64 51.33 26.72

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Ranking of Top Polish Universities

Rank Name

Tota

l sc

ore

Pres

tige

(25

%)

Inno

vative

ness

(5

%)

Rese

arch

Pot

en-

tial

(15

%)

Rese

arch

Ef-

ficie

ncy

(30%

)

Stud

y co

nditio

ns

(10%

)

Inte

rnat

iona

lisa-

tion

(15

%)

43 Polsko-Japońska Wyższa Szkoła Technik Komputerowych w Warszawie

42.26 20.25 16.34 88.49 45.62 30.68 17.32

44 Politechnika Częstochowska 42.05 20.58 39.33 64.27 56.22 38.48 10.48

45 Uniwersytet Pedagogiczny im. Komisji Edukacji Narodowej w Krakowie

40.56 17.16 24.24 59.57 59.69 39.44 13.02

46 Politechnika Opolska 39.44 18.33 51.77 68.71 39.10 40.75 17.21

47 Uniwersytet Opolski 39.25 23.70 23.46 71.12 40.70 39.06 9.69

48 Uniwersytet w Białymstoku 39.22 15.49 52.37 59.54 50.22 37.79 15.50

49 Uniwersytet Szczeciński 38.75 19.95 39.81 62.23 37.83 48.37 17.67

50 Politechnika Rzeszowska im. Ignacego Łukasiewicza 38.58 22.58 69.36 60.26 43.00 29.48 6.44

51 Politechnika Lubelska 37.63 14.39 95.16 56.58 38.09 34.54 18.87

52 Uniwersytet Rzeszowski 36.86 21.08 66.34 47.07 38.24 42.87 13.85

53 Politechnika Białostocka 36.69 21.96 51.41 57.13 33.64 37.67 16.47

54 Uniwersytet Technologiczno-Przyrodniczy im. J. i J. Śniadeckich w Bydgoszczy

36.52 15.53 57.26 65.87 36.88 43.04 7.84

55 Szkoła Wyższa Psychologii Społecznej w Warszawie 35.66 19.82 22.00 78.10 28.05 24.99 20.39

56 Politechnika Świętokrzyska w Kielcach 35.21 17.53 70.64 62.80 35.83 30.39 4.45

57 Akademia Obrony Narodowej w Warszawie 35.11 5.23 6.51 60.17 67.55 25.97 6.85

58 Uniwersytet Zielonogórski 35.01 18.83 26.46 62.16 35.81 43.63 7.70

59 Uniwersytet Jana Kochanowskiego w Kielcach 34.68 16.32 45.83 56.28 44.34 31.35 5.04

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Ranking of Top Polish Universities

Public Non-public Region Schools Schools Total

Polska 1,217,020 458,795 1,675,815

Łódzkie 77,217 24,515 101,732

Mazowieckie 197,619 114,414 312,033

Małopolskie 164,088 38,890 202,978

Śląskie 114,524 44,254 158,778

Lubelskie 62,574 30,571 93,145

Podkarpackie 48,198 19,337 67,535

Podlaskie 36,531 10,286 46,817

Public Non-public Region Schools Schools Total

Świętokrzyskie 23,849 14,653 38,502

Lubuskie 20,027 1,257 21,284

Wielkopolskie 112,631 40,403 153,034

Zachodniopomorskie 50,875 11,595 62,470

Dolnośląskie 113,257 41,832 155,089

Opolskie 27,989 6,633 34,622

Kujawsko-Pomorskie 53,809 22,972 76,781

Pomorskie 78,016 28,427 106,443

Warmińsko-Mazurskie 35,816 8,756 44,572

Source: GUS, 2012

Rank Name

Tota

l sc

ore

Pres

tige

(25

%)

Inno

vative

ness

(5

%)

Rese

arch

Pot

en-

tial

(15

%)

Rese

arch

Ef-

ficie

ncy

(30%

)

Stud

y co

nditio

ns

(10%

)

Inte

rnat

iona

lisa-

tion

(15

%)

60 Uniwersytet Kazimierza Wielkiego w Bydgoszczy 34.50 20.24 34.23 56.23 36.32 36.16 9.89

61 Akademia Humanistyczna im. Aleksandra Gieysztora w Pułtusku 34.31 5.99 13.27 73.83 48.43 38.83 5.28

62 Politechnika Koszalińska 32.60 18.03 36.52 63.90 30.53 31.72 6.07

63 Akademia Wychowania Fizycznego we Wrocławiu 32.55 9.76 16.30 62.06 36.34 48.71 11.79

64 Społeczna Akademia Nauk (d. SWSPiZ) 31.92 9.13 37.13 47.15 36.97 34.99 28.26

65 Akademia Wychowania Fizycznego im. Bronisława Czecha w Krakowie

31.68 9.46 9.14 64.44 35.88 46.91 8.75

66 Akademia Wychowania Fizycznego Józefa Piłsudskiego w Warszawie 30.47 15.22 18.91 49.47 29.40 43.29 15.69

67 Akademia im. Jana Długosza w Częstochowie 30.34 18.34 23.15 56.94 25.54 42.91 4.13

68 Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach 29.51 15.63 26.46 53.22 26.48 41.41 7.61

69 Akademia Pedagogiki Specjalnej im. Marii Grzegorzewskiej w Warszawie

28.91 9.77 28.46 61.13 36.56 23.62 2.56

70 Akademia Pomorska w Słupsku 28.89 15.02 27.25 50.40 23.67 50.68 5.99

71 Uniwersytet Technologiczno-Humanistyczny im. Kazimierza Pułaskiego w Radomiu (d. PR)

28.35 13.92 21.52 59.85 24.03 38.03 4.77

72 Akademia Wychowania Fizycznego im. Eugeniusza Piaseckiego w Poznaniu

27.46 4.98 4.89 57.11 30.02 44.26 14.01

73 Akademia Techniczno-Humanistyczna w Bielsku-Białej 27.03 11.80 28.30 49.86 27.20 31.10 9.85

74 Krakowska Akademia im. A. Frycza Modrzewskiego 26.82 20.23 21.50 50.64 13.75 25.66 18.54

75 Akademia Morska w Szczecinie 26.52 9.33 32.74 55.62 19.38 33.96 15.56

76 Dolnośląska Szkoła Wyższa we Wrocławiu 25.72 8.98 27.63 62.19 21.71 21.26 10.56

77 Akademia Morska w Gdyni 25.56 8.53 19.84 57.39 24.21 33.44 5.53

78 Wyższa Szkoła Policji w Szczytnie 25.43 6.63 5.17 46.27 43.95 19.26 3.44

79 Akademia Marynarki Wojennej im. Bohaterów Westerplatte w Gdyni

25.35 8.35 18.77 56.90 28.20 29.12 1.65

80 Akademia Ignatianum w Krakowie 22.91 8.27 1.26 52.52 18.60 43.55 3.79

81 Akademia Wychowania Fizycznego i Sportu im. Jędrzeja Śniadeckiego w Gdańsku

21.96 4.66 8.68 54.29 18.84 40.32 2.96

82 Akademia Humanistyczno-Ekonomiczna w Łodzi 21.95 9.44 8.88 50.04 13.63 27.51 15.81

83 Szkoła Główna Służby Pożarniczej w Warszawie 18.13 4.23 22.37 36.81 21.51 23.90 1.78

Source: Rzeczpospolita, 2013

Currently-enrolled university student population

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Recruitment

Multiposting is the leading solution for cross-posting jobs and internships online. Multiposting is a technical solu-tion developed for companies, recruit-ing firms and recruitment agencies that want to optimise the management of their online job and internship postings.

Founded in 2008 and based in Paris, Multipost-ing is the European leader in e-recruitment solutions. The flagship product is the leading solution for cross-posting jobs and internships online. With annual growth of more than 100%, Multiposting now works with more than 800 clients (EADS, Accenture, Siemens, Bayer, Ernst & Young, Areva, Capgemini, Renault, To-tal, Adecco, Michael Page, PwC), including 50+ world’s leading companies recruiting the most. Multiposting’s founders also launched Work4 Labs, which is based in San Francisco. In only a year, it has become a world leader in Facebook recruitment solutions and now boasts more than 17,000 clients. Today the firm has more than 80 employees working together to devel-op and market a range of technology solutions to meet the needs of sourcing and recruitment professionals. The Poland office, opened in 2012, is led by Jerome Lafuite.

Can you explain the concept of Multi-posting?The concept of Multiposting is very simple: it is a solution to facilitate the posting of your job / internship advertisements on the Inter-net. When using Multiposting recruiters cre-ate the job offer once - and can then publish it on all the relevant sourcing channels, such as Generalist job boards, Specialized job boards, Free job boards, Career sections at the Uni-versities and Alumni circles, and “Innovative” channels, such as social networks, forums,etc.

Today we already interface with over 2000 channels in Europe. In Poland the solution is already fully operational. Our clients use it to post on 70 universities, 30 job boards and 50 innovative channels which were specifi-cally developed for SSC / BPO companies.

It is very convenient to use since recruit-ers manage their account autonomously, online. They select the channels where they want to post the ads, control what the ad will look like and can modify it if necessary. They

can also analyze a full range of statistics on their recruitment campaign performance.

In order to optimize fully the posting pro-cess, we even cooperate with traditional HR software, which HR departments usually use to create their job offers and manage the applica-tions, so that they can benefit from the multi-posting functionalities with their own software.

What made you decide to expand your operations to Poland? In 2012, 800 major international companies used our solutions to post over 7 millions ads in different countries. Most of them operate in Poland too. They asked us to follow them to deliver the same services they already ap-preciated in other countries.

Moreover, prior to managing Multipost-ing in Eastern Europe, I spent seven years in Poland developing a recruitment agency with a specific focus on SSC and BPO.  Many are tackling unique challenges in term of recruit-ment since they combine both a high number of recruitments and a need for extremely rare sets of skills: foreign languages, IT program-ming skills… which would require a tradition-al dedicated direct approach methodology. But given the number and the juniority of the positions, such approach is not sensible and too expensive. In this context, technology brings about a precious solution.

So together with Gautier Machelon, the founder of Multiposting, we decided to create the subsidiary and to develop specific func-tions to support the Shared Service centres and BPOs facing recruitment challenges. For all those reasons, Poland is the top priority for Multiposting.

What are the benefits for the HR de-partments in the SSC / BPO ?Time saving is the first immediate added-value: it can take up to 30 minutes to post a job / internship offer on some job boards or university-recruitment sites. So if you have several recruitment projects or internships to manage a year and you want to reach a wide group of graduates, for instance, you need to spend a significant amount of time on a very repetitive and low value-added task. With Multiposting you just need one click.

Diversification is key: when time is no longer an obstacle, recruiters can fully ex-plore the possibilities that Multiposting offers and widen the range of their candi-date reach. They can increase the number of channels they use, liaise with more univer-sities and/or try new job boards. The brand becomes this way more visible as well.

Innovation is necessary to find the very rare profiles. That is why we developed solu-tions specifically for the SSC / BPO sectors so that they can explore the most innovative channels - like forums or fan groups on Face-book - and thus interact with specific web communities where those rare candidates are often found.

Some companies recruiting in Poland are even interested in using the Multiposting network in other European countries, for example to reach graduates with a French diploma in Finance and Accounting.

Last but not least, Multiposting enables the full management of the job offer process, minimizing the risk that errors can occur when posting the ad on several portals. The recruiters can also access very precise statis-tics for each job offer and assess the number of applications generated by each channel. Precious information when it comes to ra-tionalizing the budget spent. Multiposting generates multiple cost savings. n

Jerome Lafuite started his career with the re-cruitment company Michael Page for which he established and developed the Polish operations as Managing Director during 7 years. He is now in the Managing Director Eastern Europe of Multiposting, a fast growing web company focusing on innovative sourcing solutions. jlafuite@multiposting-group.com

Multiposting – Interview with Jerome Lafuite

Recruitment & Innovation: a systematic and innovative solution to boost your candidate sourcing!

Jerome Lafuite, Managing Director Eastern Europe of Multiposting

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Offices

Poland’s office market picked up momentum in 2012, with leasing volume exceeding 960,000 sq m. Warsaw ac-counted for approximately two-thirds of the total.

Office supply more than doubled from 218,000 sq m at year-end 2011 to 509,000 sq m at year-end 2012. Warsaw made up over 50% of the total. Large regional cities, especially Wrocław, Krakow and Poznań, at-tracted increasing interest from developers. The biggest vacancy declines were noted in Katowice, with a 4.6 percentage point drop, and Krakow with a 4.4 percentage point drop, while Poznań and Wrocław had more space available (a rise of 4.1 and 3.4 percentage points, respectively). The capital also posted an increase in vacancy to 9% at the end of 2012. In most locations, headline rents remained stable, but with growing competition among developers and fall-ing construction costs, tenants may expect more favourable lease terms, reflected in rental rates.

WARSAWLast year the city finished on a record high take-up, continuing the strong growth seen over the previous two years. A total of 540,000 sq m of office space is under construction and a further 620,000 sq m is in the pipeline for delivery by the end of 2015. The country’s forecast decline in GDP growth is likely to delay or stall some projects. However, Warsaw remains the market most resilient to economic fluctua-tions, which is reflected in its high absorp-tion levels.

WARSAW – SupplyLast year saw a significant increase in de-velopers’ interest in the capital, where to-tal modern office stock reached 3,859,000 sq m. By comparison, Berlin has 17,536,000 sq m of office space and Prague 2,882,000 sq m. In 2012, 24 schemes totalling 268,000 sq m were delivered to the market, a mas-sive

increase on previous year’s supply of just 120,000 sq m. Most of these schemes (71%) are in non-central locations. Looking at new supply by the Warsaw’s districts, the Śródmieście district accounts for the largest

share in total completions (73,000 sq m), followed by Służewiec (43,000 sq m) and Wilanów (29,500 sq m). The right bank of Warsaw comes bottom of the table with only two projects delivered, totalling 5,200 sq m. The largest projects completed in 2012 were Skanska’s Green Corner (24,500 sq m) and phase I of Business Garden (two units total-ling 22,000 sq m). Other key completions included Ghelamco’s Senator and phase II of Poleczki Business Park, each offering around 21,000 sq m.

Around 300,000 sq m remains in the de-velopment pipeline to be completed in 2013, with a smaller share of projects located in the city centre, compared to previous years.

WARSAW – Take-upTotal leasing activity in 2012 reached a re-cord level of 607,000 sq m, a rise of around 4% on the previous year. The Mokotow district of Warsaw continued to draw ma-jor occupier interest, with 241,000 sq m leased, followed by the city centre, which accounted for 171,600 sq m of take-up. More than 56% of leases were for spaces larger than 1,000 sq m; around 30% were for spaces larger than 3,000 sq m. The pro-portion of pre-lets rose to 32.6% of take-up. Lease renewals and renegotiations continued to

account for a substantial share of take-up (29%) and remained at a level similar to that of previous year. The largest deal in

2012 was T-Mobile’s lease of 27,000 sq m in Ghelamco’s Marynarska 12 complex, which is currently under construction. Other major deals included Asseco Poland taking a 20,400 sq m unit in Wilanów Office Park, and EU agency Frontex signing a pre-let for 14,600 sq m in Ghelamco’s Warsaw Spire, also under construction. Poczta Polska signed a pre-let for 12,600 sq m in PHN SA’s planned project on Domaniewska Street.

WARSAW – AbsorptionAbsorption for 2012 stood at more than 161,000 sq m. This marked an increase of 25% on 2011’s level but remains below the 250,000 sq m recorded in the peak years of 2006–2008. However, it bodes well for future growth of this sector, sending a positive sig-nal to developers planning new projects.

WARSAW – VacancyAt the end of 2012 around 347,500 sq m of office space was vacant, which equates to 9% of total stock, a rise of over 2.3 percent-age points compared to the total at the end of 2011. This change is a result of a substan-tial amount of new space delivered to the market. The highest vacancy rate was seen on the right bank of Warsaw (16.3%) and Ursynów (14.9%). With absorption stay-ing at its current level, vacancy in Warsaw in 2013 is likely to exceed 10%, but it is still lower than the average for European capi-tals of 12%.

Office supply doubles amidst growing competition

MODERN OFFICE SPACE IN POLAND

SOURCE: CUSHMAN & WAKEFIELD VALUATION & ADVISORY, JANUARY 2013

Warsaw Wrocław Katowice PoznańKrakow Tricity Łódź

0%

10 14 26 3018 22

Rents (€/m2/month)

8%

4%

12%

18%

2%

10%

16%

6%

14%

20%

3,859,000

602,350

468,700

284,800

359,800

281,300

278,900

Vaca

ncy

rate

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Offices

WARSAW – RentsGrowing supply brings headline rents in line with effective rents. This is most notable in central locations. Modern of-fice buildings in the city centre command EUR 22–25/sq m/month, with prime space fetching EUR 26.5/sq m/month. Grade A buildings in prime locations outside the city centre command EUR 14–16.5/sq m/month, with the exception of Ursynów, Wilanów and the right bank of Warsaw, where rents typically do not exceed EUR14/sq m/month. Rising void rates reflect more competition and as a result landlords are forced to offer more flexible lease terms with concessions such as rent-free periods or fit-out contributions. In such a situ-ation tenants can expect to pay effective rents several percent below the headline rent. Growing supply, falling construc-tion costs and further margin compres-sions may put more downward pressure on effective rents. This will mostly affect planned developments that require a 30–35% prelet level in order to secure funding for construction to begin.

KRAKOWTake-up in Krakow in 2012 reached more than 107,200 sq m, of which new leases ac-counted for 59% with pre-lets making up 24% of the total. The largest deal was State Street’s lease renewal in Centrum Biurowe Kazimierz (12,615 sq m) and Delphi Poland’s lease of 8,400 sq m of new space in phase I of Enterprise Park, developed by Avestus Real Estate. At the end of 2012, Krakow’s to-tal stock stood at 602,350 sq m, an increase of 49,000 sq m on the figure of 12 months earlier. The rise was owing mainly to the completion of two projects: phase I of En-terprise Park (two buildings totalling 15,450 sq m) and building C in the Green Office complex (10,000 sq m). This year’s supply is not likely to exceed last year’s total. Proj-ects under construction include Quattro Business Park III (12,200 sq m), developed by leading local developer BUMA Group; phase I of Orange Office Park (the 11,230 sq m building Amsterdam) developed by holding East-West Development Office and Bonarka 4 Business D (8,910 sq m). Head-line rents stood at EUR13–15/sq m/month, with effective rents at EUR 12–13/sq m/month. Strong occupier interest pushed va-cancy rates down to 3.9%, a fall of 4.4 per-centage points from the rate reported at the end of 2011.

WROCŁAWLast year 66,000 sq m of office space came on to Wrocław’s market, which is the high-est total among all Poland’s regional cities. The city’s stock stands at close to 468,700 sq m, and strong development activity

is expected to continue in 2013. Leasing volume increased by 25% on the previous year, reaching 90,000 sq m, owing mainly to the lease of 14,400 sq m in Green Tow-ers to the telecommunications company. The office part of LC Corp’s Sky Tower (14,000 sq m) is expected to complete this year. Two Skanska’s projects are also un-der construction: Green Towers phase II (10,700 sq m) and Green Day (14,500 sq m). This year financial entity Echo Invest-ment plans to commence construction of West Gate (14,600 sq m). The vacancy rate in Wrocław was up by around 3.4 percent-age points to 8% from the rate at the end of 2011, a result of robust supply. Steady occupier interest should keep the rate un-changed this year. Headline rents stood at EUR 13–16/sq m/month, with effective rents at EUR 11–14/sq m/month (mainly due to new projects).

TRICITYTotal office stock in Tricity stands at 359,800 sq m. The key completions in 2012 were the 9,250 sq m BCB Business Park I, developed by Bałtyckie Centrum Biznesu, and Garnizon.biz – the Omega and Gamma buildings, offering 18,000 sq m in total. At the beginning of 2013 further phases of the Olivia

Business Centre – Olivia Point and Ol-ivia Tower, entered the market, providing 25,146 sq m in total. Under construction are Euro Office Park (18,100 sq m), Torus’s Alchemia phase I (16,600 sq m) and Hines’ Centrum Biurowe Neptun (15,300 sq m). The largest leasing deal last year was Bank BPH’s prelet of 18,100 sq m in Euro Office Park. At the end of Q4 2012 34,000 sq m of office space was vacant, equating to 9.4% of the city’s total stock. More than 62,400 sq m was let and, similar to most large re-gional cities, new leases accounted for a significant share of all deals (85%). Head-line rents remained flat at EUR 13–15/sq m/month, with effective rents at EUR 11–13/sq m/month.

POZNAŃLeasing volume in Poznań’s office market in 2012 reached a modest 25,900 sq m, with new leases accounting for more than 60% and pre-lets for only 1% of the total. The largest transaction was Roche’s renewal of 3,200 sq m in Malta Office Park and Jeroni-mo Martins’s 2,200 sq m renewal and exten-sion in Kupiec Poznański. At the end of 2012 the city’s stock rose to 284,800 sq m, pow-ered by the completions of the 11,600 sq m Andersia Business Centre and the 14,600 sq m Pixel building – Pixel is the first unit completed of the five comprising Klaster Grunwaldzka office park. Under construc-tion are Skanska’s Malta House (14,700 sq

m) and Poznań developer Ataner’s Galeria MM (2,400 sq m). At the end of 2012 a build-ing permit was granted to SwedeCenter’s Business Garden, of which construction of phase I (four buildings totalling 41,000 sq m) will start in the first quarter of this year. Headline rents stood at EUR 14–16/sq m/month, with effective rents EUR 12–14/sq m/month. The vacancy rate rose by more than 4.1 percentage points from the rate at end of 2011 to 14.3%.

KATOWICEAt the end of 2012 Katowice’s office stock stood at 278,900 sq m. Only two office buildings were added to the market, Apiss Centre Point and GPP Business Park I, to-talling 9,300 sq m. Phase I of Echo Invest-ment’s A4 Business Park (9,000 sq m) and Rawa Office (1,500 sq m) are still under construction. Leasing volume in Katowice in 2012 reached a forecast level of 37,000 sq m, nearly unchanged from 2011’s to-tal and boosted by a number of notable transactions such as Unilever’s pre-let of 5,400 sq m in Nowe Katowickie Centrum Biznesu, Tele-fonika’s lease of 3,200 sq m in Centrum Biurowe Francuska and Ste-ria’s renewal of 2,800 sq m in Altus. The vacancy rate at the end of 2012 stood at 6.8%, a fall of 4.6 percentage points from the rate at the end of 2011. Steady demand kept headline rents at EUR 13–14/sq m/month, with effective rents at EUR 11–12/sq m/month.

ŁÓDŹAt the end of last year Łódź’s office stock stood at 281,300 sq m. Some 21,200 sq m was added to the market, of which just over 10% was let. The largest deal included Polkomtel’s lease of 2,700 sq m in Park Bi-znesu Teofilów and BRE Bank’s lease of 2,100 sq m in Hines’ Sterlinga Business Center for mBank’s call centre. Other leases were SouthWestern’s lease of 2,100 sq m in Green Horizon B and Rule Financial’s lease of 1,750 sq m in the Sterlinga Business Cen-ter. Transaction volume stood at 27,300 sq m. At the end of Q4 2012, the vacancy rate stood at 12%. A total of 18,500 sq m is avail-able in University Business

Park 2. The pipeline for 2013 comprises Skanska’s phase II of Green Horizon and TOYA’s MediaHUB. Despite low demand, rents were flat. Headline rents were EUR 12–14/sq m/month, with effective rents at EUR 10–11/sq m/month.

Source: Cushman & Wakefield, 201

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Global scene

Roadshow Poland, organizer of annual out-sourcing conferences for several years, decid-ed to change its strategy and held its first out-sourcing conference in India in late April. The event was supported by PAIZ, ASPIRE, PWC, City of Lodz, Cushman & Wakefield, Skanska, Pro Progressio Foundation and several Indian companies which are already present with

operations in Poland, including Infosys. Ms. Monika Kapil Mohta, Indian Ambassador to Poland, the Polish Consul General in Mumbai Janusz Wach and representatives of Indian Chambers of Commerce - ISN Prasad and S. Chandrasekhar also attended.

The conference speakers included Romek Lubaczewski, Partner at PwC and winner of

the “Lifetime Achievement Award” at the re-cent Poland Outsourcing and Shared Servic-es Awards; Vic Khan of Alexander Mann So-lutions; Scott Newman of State Street; and Mayor of Łódź, Hanna Zdanowska. Compa-nies represented included Infosys, HP, Xerox, Fujitsu, Tate & Lyle, Nordea, SouthWestern, Wipro, and WNS. n

Roadshow to India to entice BPOs to Poland

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Tholons Rankings

Three regions around the world – Southeast Asia, South America, and Eastern Europe – are top outsourcing destina-tions, according to Tholons’ new report, “2013 Top 100 Outsourcing Destinations.” These areas, Tholons states, have “progressed significant-ly” and will “continue to have positive momentum for 2013.”

The annual ranking reflects the dynamic shifts occurring across regional outsourcing landscapes. For this year, the outsourcing landscapes of three particular regions have progressed significantly - namely Southeast Asia, South America and Eastern Europe.

Eastern Europe is slowly getting more at-tention from service providers, as respective cities continue to develop their IT Services landscapes.

The developments in these three regions contributed to the rise in ranking in the Tho-lons Top 100

List and this movement was further en-hanced amidst the backdrop of economic and political volatility affecting the IT-BPO industries in other regions. For example, political and social risks continue to re-verse the direction of service outsourcing in the Middle East and North Africa - wash-ing away much of the regions’ recent gains, and cost increases in Moscow hurt the city’s ranking. Western Europe and North America struggled to steer through economic uncer-tainties, prompting many large providers to explore or expand operations in less volatile delivery locations.

The Big ThreeTholons predicts that Southeast Asia, South America, and Eastern Europe will continue at their aggressive pace in the near term - and much of the traction reflected in this year’s rankings were fruition from devel-opmental actions taken in previous years. The combination of human capital develop-ment programs, aggressive marketing and promotions activities, IT and related infra-structure development, as well as strong commitment of industry stakeholders were some of the developmental levers used by IT-BPO stakeholders in these regions.

Krakow – in the big leaguesRising by one place, Krakow became the tenth city in the Top 100 List - making it the first Eastern European city to enter the Top 10 Emerged Cities. Kraków and Dublin were the only European cities in the top ten on the Tholons list – with the other eight all being from India or Philippines. Kraków was described now as an ‘estab-lished’ location for offshore outsourcing,

with the rest described as emerging, aspir-ing, or on the radar. The overall industry ecosystem in Poland has been developing, spreading across key outsourcing destina-tions in the country. Warsaw (36th ) and Wroclaw (75th) also moved up on the List. One event illustrating such improvements is IBM’s new security operations center in Wroclaw, which is the company’s 10th such center in the world. This center is expected to employ 70 IT professionals to monitor client systems.

This marginal increase has also been noticed in other Eastern European desti-nations, as the region embarks on collec-tive marketing and promotions actions through the CEEOA and ABSL’s region-al expansion throughout CEE. Prague climbed by three places to 17th place. Brno also increased to the 30th place this year and Sofia in Bulgaria cuts into the 50th place on the List.

Southeast Asia’s maturing ‘Outsourcing Brand’, improving macro-economic environ-ment and expanding domestic markets con-tinue to draw the attention of large service providers into the region, resulting in the upward movement of key Southeast Asian service delivery locations. South America had the biggest gainers (Colombia) and los-ers (Brazil) this year, indicating positive

traction in some countries, while lingering adverse risk conditions continue to hamper progress in others.

Industry OutlookTholons sees more opportunities to unfold in the global services outsourcing industry - with tighter competition along the way. Indeed, the three regions, Southeast Asia, South America and Eastern Europe, will all continue to have positive momentum for 2013. Southeast Asia will continue to hover above other regions for BPO services, with the opportunity of targeting its respective, and growing domestic markets. South Amer-ica will still showcase strong stakeholder support in improving the business environ-ment and infrastructure for IT Services. Eastern Europe will continue to capitalize on promotional activities to encourage high val-ue services, banking on its technically skilled labor pool.

Nevertheless, Tholons remains abreast on other possible developments in this ever-changing global industry. One has yet to see how African destinations will distinguish themselves from Middle East-ern cities as the former shows promising economic and infrastructure develop-ments that can boost investor confidence. The Middle East has to prove how to curb negative perceptions in order to regain its momentum from recent years. Central America has yet to realize the fruits of its marketing and promotions programs to improve the region’s traction for IT

Services in the US market. South Asia is now launching more aggressive develop-mental initiatives among its stakeholders to better identify industry pain points and to better meet large scale industry demands. East Asia has yet to implement strategies

Top 100 Outsourcing Destinations – The World’s Big Three Regions

In brief:  n Krakow moved up one place to 10th

and therefore into the Top 10 cities worldwide.

n Cities in India and the Philippines are the top eight outsourcing desti-nations named by Tholons. Dublin and Kraków then follow.

n Warsaw clocked in at 36th (+2) and Wroclaw at 75th (+3).

n Four cities in China are in the top 15. n The largest movement up the rank-

ings included 3 cities in Colombia.

“The combination of human

capital development programs,

aggressive marketing and

promotions activities, IT and related

infrastructure development, as well

as strong commitment of industry

stakeholders continues to drive

growth in Eastern Europe”

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Tholons Rankings

Rank Up/ 2013 down City Country Region

1 - Bangalore India South Asia 2 - Mumbai India South Asia 3 +1 Manila (NCR) Philippines Southeast Asia 4 -1 Delhi (NCR) India South Asia 5 - Chennai India South Asia 6 - Hyderabad India South Asia 7 - Pune India South Asia 8 +1 Cebu City Philippines Southeast Asia 9 -1 Dublin Ireland Western Europe 10 +1 Kraków Poland Eastern Europe 11 -1 Shanghai China East Asia 12 - Beijing China East Asia 13 +5 San José Costa Rica Central America 14 +2 Shenzhen China East Asia 15 -1 Dalian China East Asia 16 +1 Ho Chi Minh City Vietnam Southeast Asia 17 +3 Prague Czech Republic Eastern Europe 18 -5 São Paulo Brazil South America 19 +9 Kuala Lumpur Malaysia Southeast Asia 20 -1 Colombo Sri Lanka South Asia 21 +1 Santiago Chile South America 22 +4 Johannesburg South Africa Middle East and Africa 23 -2 Hanoi Vietnam Southeast Asia 24 -9 Buenos Aires Argentina South America 25 -1 Chandigarh India South Asia 26 -1 Kolkata India South Asia 27 -4 Curitiba Brazil South America 28 -1 Budapest Hungary Eastern Europe 29 - Coimbatore India South Asia 30 +1 Brno Czech Republic Eastern Europe 31 +4 Singapore Singapore Southeast Asia 32 +1 St. Petersburg Russia Eastern Europe 33 -1 Toronto Canada North America 34 +2 Chengdu China East Asia 35 -1 Guangzhou (Canton) China East Asia 36 +2 Warsaw Poland Eastern Europe 37 +6 Montevideo Uruguay South America 38 -8 Rio de Janeiro Brazil South America 39 -2 Jaipur India South Asia 40 -1 Mexico City Mexico North America 41 -1 Belfast U.K. Western Europe 42 -1 Monterrey Mexico North America 43 -1 Brasília Brazil South America 44 - Bucharest Romania Eastern Europe 45 +3 Accra Ghana Middle East and Africa 46 -1 Tianjin China East Asia 47 +3 Bratislava Slovakia Eastern Europe 48 -1 Guadalajara Mexico North America 49 +6 Bogotá Colombia South America 50 +1 Sofia Bulgaria Eastern Europe

Rank Up/ 2013 down City Country Region

51 +1 Tallinn Estonia Eastern Europe 52 +2 Ljubljana Slovenia Eastern Europe 53 +7 Medellin Colombia South America 54 -1 Bhubaneswar India South Asia 55 +1 Kyiv Ukraine Eastern Europe 56 -10 Moscow Russia Eastern Europe 57 - Casablanca (Dar-el-Beida) Morocco Middle East and Africa 58 -9 Cairo Egypt Middle East and Africa 59 - San Juan Puerto Rico North America 60 -2 Halifax Canada North America 61 +1 Jakarta Indonesia Southeast Asia 62 +3 Nizhniy Novgorod Russia Eastern Europe 63 +1 Lima Peru South America 64 -3 Cork Ireland Western Europe 65 -2 Glasgow City U.K. Western Europe 66 - Thiruvananthapuram India South Asia 67 - Xi’an China East Asia 68 +3 Cape Town South Africa Middle East and Africa 69 -1 Ahmedabad India South Asia 70 -1 Davao City Philippines Southeast Asia 71 +1 Córdoba Argentina South America 72 +2 San Antonio, Texas U.S.A. North America 73 +4 Penang Malaysia Southeast Asia 74 -4 Istanbul Turkey Middle East and Africa 75 +3 Wrocław Poland Eastern Europe 76 - Taipei Taiwan East Asia 77 -4 Alexandria Egypt Middle East and Africa 78 -3 Recife Brazil South America 79 +1 Birmingham, Alabama U.S.A. North America 80 +5 Bucaramanga Colombia South America 81 - St. Louis, Missouri U.S.A. North America 82 -3 Leeds (Yorkshire & Humber) U.K. Western Europe 83 +4 Bangkok Thailand Southeast Asia 84 +2 Santa Rosa, Laguna Philippines Southeast Asia (or Metro Laguna) 85 -3 Valparaíso Chile South America 86 -3 Seoul South Korea East Asia 87 -3 Perth Australia Australian 88 +1 Port Louis Mauritius Middle East and Africa 89 +2 Lviv Ukraine Eastern Europe 90 -2 Asunción Paraguay South America 91 -1 Campinas Brazil South America 92 1 Novosibirsk Russia Eastern Europe 93 -1 Iloilo City Philippines Southeast Asia 94 - Bacolod City Philippines Southeast Asia 95 - Managua Nicaragua Central America 96 - Guatemala City Guatemala Central America 97 - Nairobi Kenya Middle East and Africa 98 - Cali Colombia South America 99 - Baguio City Philippines Southeast Asia 100 - Zagreb Croatia Eastern Europe

The 2013 Top 100 Outsourcing Destinations

to combat increasing costs, and initiatives to improve its delivery capabilities for ITO services.

Nearshoring and Central and Eastern EuropeTholons pointed out a distinct shift to-wards nearshoring, which makes for higher cost locations. This choice is being made for many different reasons but sure-ly key drivers are languages and cultural differences. This changes the focus more towards a “cost effective” strategy as op-posed to just “low cost”, a factor in favor of further growth in Poland and CEE. Indeed,

the recent expansions of Indian firms to Poland confirms this.

Sixteen different cities in Eastern Europe made the Top 100 ranking. Tholons lists many cities across Asia and Latin America, but to find so many cities of interest to the

outsourcing community all clustered togeth-er in Eastern Europe does demonstrate that a cluster of expertise is developing. All of the CEE cities listed have the great advantage of being close to potential clients in Western Europe and being close to other great de-livery centres in the CEE region. With some locations better at ITO and some better at BPO and still others as strong locations for SSCs, it’s encouraging to see so many cities all in the CEE region. With experts such as Tholons shining a brighter spotlight on East-ern Europe, the region’s cities are further en-couraged to compete with each other and on a global scale. n

“Eastern Europe will continue to

capitalize on promotional activities to

encourage high value services, banking

on its technically skilled labor pool.”

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BPO/SSC Companies in Poland

Białystok

Centrum Informatyki “ZETO” S.A. Number of employees: 200Specific services offered: ITManagement in Poland: Prezes Zarządu – Ryszard Łuszczewski, V-ce Prezes Zarządu – August Kottowicz, 85 748 32 00

INTRATEL Sp. z o.o.Date started in Poland: 1997Number of employees: about 30

Management in Poland: Marcin Klimowicz – Dyrektor Operacyjny m.klimowicz@intratel.pl, 601 88 99 00)

Qburst Poland Sp. z o.o.Date started in Poland: 2011Number of employees: 26Specific services offered: ITManagement in Poland: Karol Przybyszewski

SICC s.c. Marcin Zajkowski, Paweł Breś Date started in Poland: 2013Management in Poland: Marcin Zajkowski, Paweł Breś (wspólnicy)

Transition Technologies S.A., PSC Validation Center of Excellence Date started in Poland: 2008Number of employees: 96Management in Poland: Świrski Konrad – Prezes Zarządu

Bielsko-Biała

AvioSpecific services offered: SSCManagement in Poland: 33 813 40 12

Manager’s Profile

Michael McDonaldManaging Director Brown Brothers Harriman (Poland) Sp. z.o.o. Parent Company: Brown Brothers Harriman & Co., New York

Please tell us what BBH is doing in Poland? BBH’s Business Centre in Krakow is working alongside our global offices to deliver world class financial services to our client base of sophisticated asset managers and financial in-stitutions. The Kraków office provides func-tions such as financial and investment services (including custody services, accounting, admin-istration, transfer agency operations), client service, IT systems, and administration.

BBH, founded in 1818, is a privately held global financial services firm. BBH employs 5,000 people in 17 offices throughout North America, Europe and Asia. Currently, the firm acts as custodian for over $3.3 trillion and as the administrator for $1.2 trillion in assets (as of June 2013).

Explain why your company chose to locate in Poland, and in particular Krakow:Poland, as an EU Member State, has the ide-al infrastructure to serve as a base for BBH’s international operations. We are using our office in Krakow to expand our technology, operations, and client service resources in the European time zone, and also to more closely support clients in the Middle East and Asia. Krakow provides access to well-educated, sophisticated employees with excellent foreign language skills, so it’s really a natural fit for us to locate our European Business Centre here.

BBH has made a significant investment into our new business centre in Poland and the government and local authorities have been very supportive. Our decision to locate our European business centre in Krakow was based on the competitive advantage we saw in the city - not on tax or incentive programmes encouraging investment.

What changes do you anticipate during the next 2-3 years?BBH is delighted with the success of our newest BBH office since our opening in early 2012 and we are excited to be moving next year to our

permanent location in Orange Office Park to support our further growth and development.

Over the next 2-3 years, BBH intends to employ approximately 400-500 people in Kraków, with potential for additional growth thereafter. We are looking for personnel in the field of financial services (including, but not lim-ited to, accounting, custody services, transfer agency services), administration (such as HR Department staff), operations (including ser-vicing mutual funds, risk management, project management) and IT (creating software and infrastructure maintenance).

Our business model has always been to focus on our clients, to excel in client service, and to help our clients grow their businesses globally, whilst growing alongside them. Being a privately-held company for almost 200 years, we tend to think in the long-term. Our plans in Poland call for a long-term commitment to our clients and employees here.

Do you provide external services to unre-lated companies?BBH in Poland is providing direct client services to our asset manager and financial institution client base across Europe. We will continue to service our clients from Krakow in the coming years, which was a key objective when estab-lishing the office here.

Suggestions for other firms considering setting up operations in Poland?BBH’s Krakow office is a wholly-owned subsidiary of our parent company Brown

Brothers Harriman & Co., and not a BPO or SSC arrangement. In terms of advice to firms considering setting up an office or subsidiary in Poland, we believe it’s impor-tant to fully understand the local market in order to be successful in your objectives and establish your brand appropriately.

For us, with the objective of establishing a permanent subsidiary of BBH, as we prepared to establish our office in Krakow we needed to edu-cate ourselves on the local market requirements to make sure we could successfully develop an attractive employment proposition to support those seeking longer term career development.

We needed to be sure we could meet o ur objectives of employing talented individuals to help develop and support BBH as we grow in Poland. This included extensive research with local recruitment agencies, consultants and Universities, as we planned our HR infrastruc-ture with a particular emphasis on scoping out career development and training.

What are your observations about em-ployees’ skills and capabilities – or areas of improvement?BBH now has over 300 staff in Krakow and is continuing to hire throughout 2013 across several business lines. Over the next two years we intend to employ 400-500 people with opportunity to continue to grow thereafter. We have been very impressed with the quality of candidates and our employees in Krakow. They have a high level of education and linguistic skills. As the market here is still evolving, finding the right level of experience can be chal-lenging. However, we offer full training programs to all our new employees and feel that they have exceeded our expecta-tions in terms of their ability to learn the business quickly and provide an excellent level of service to our other offices and external clients.McDonald is an American and has worked for BBH for close to 20 years. Prior to taking on this role in Poland he was responsible for BBH office in Dublin, Ireland. He also spent several years in BBH’s Boston and New York offices as a Senior Relationship Manager, and then headed up the Global Custody and Cash Division in Boston. He says he is “enjoying the challenge of building a new BBH office in Poland from scratch, and being able to immerse myself at the same time in a new culture and exploring this beautiful country.”

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BPO/SSC Companies in Poland

Centrum Finansowo – Księgowe Grupy Żywiec S.A.Number of employees: 154Specific services offered: SSCManagement in Poland: 33 826 20 00

Cooper-Standard Automotive Polska Sp. z o.o.Country (HQ): USANumber of employees: 60Specific services offered: SSCManagement in Poland: Wojciech Pandel, 33 828 91 01

EnerSys Sp. z o.o.Number of employees: 100Specific services offered: SSC – F&AManagement in Poland: 33 822 53 81

Fiat Services Polska Sp. z o.o.Specific services offered: SSCManagement in Poland: 33 813 21 00

Bydgoszcz

AGNAT Sp. z o.o. Specific services offered: Call CenterManagement in Poland: Gostomczyk Andrzej Szczepan

Alcatel – Lucent Poland Sp. z o.o.Country (HQ): FranceDate started in Poland: 2006Number of employees: 539Specific services offered: IT service desk, R&D

Asseco Poland S.A.Date started in Poland: 2012Number of employees: 330Specific services offered: ITManagement in Poland: Adam Góral – Prezes Zarządu

Astaro

Atos Origin IT Services Sp. z o.o.Country (HQ): Holland

Date started in Poland: 2008Number of employees: 200Specific services offered: IT service deskManagement in Poland: Dariusz Baran – Country Manager

Bank BPH S.A. – Centrum KorporacyjneNumber of employees: 30Specific services offered: F&AManagement in Poland: Gaskin Richard – Prezes Zarządu Bank BPH S.A.

Bank Pocztowy S.A. – Centrum Operacyjne Sp. z o.o.Date started in Poland: 2010Number of employees: 250Specific services offered: F&AManagement in Poland: Robert Ratajczak – President of the Board

Bazy i Systemy BankoweDate started in Poland: 1994Number of employees: 60Specific services offered: ITManagement in Poland: Sławomir Zawadzki – Prezes Zarządu

Bibby Financial ServicesCountry (HQ): UKDate started in Poland: 2012Number of employees: 10Specific services offered: F&AManagement in Poland: Tomasz Gilarowski – Członek Zarządu

Centrum Obsługi BiznesuNumber of employees: 100Specific services offered: call center

Centrum Obsługi Klienta PZUDate started in Poland: 2013Number of employees: 200Specific services offered: Customer Service

Centrum Przetwarzania Dokumentów – Centralny Ośrodek Rozliczeniowy Poczty PolskiejDate started in Poland: 1991Number of employees: 160Specific services offered: F&A

Centrum Wsparcia Biznesu Paweł Roman Specific services offered: Call Center

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: in Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

CTDP Sp. z o.o. & Co. Sp. k.Date started in Poland: -Specific services offered: Call centerManagement in Poland: Krzysztof Sikora – Member of the Board Wojciech Sikora – Member of the Board

Eniro Polska Sp. z o.o. Country (HQ): SzwecjaNumber of employees: 80Specific services offered: Call Center

FPA Group Sp. z o.o.Date started in Poland: 2010Number of employees: 70Specific services offered: Financial servicesManagement in Poland: Radosław Osmólski – President of the Board

GenesysCountry (HQ): USADate started in Poland: 2012Number of employees: 30Specific services offered: IT

IT, ICT, ITO(2590)

•F&A (500)

• Call-center (300)

Employment growth in ITover the last three years 110%

Number of employers in BPO sector in the City of Bydgoszcz

20101230

20132590

| 80.000 students and 20.000 graduates each year in region

| Over 40.000 sqm of modern office space and additional 35.000 sqm planned

| Moderate cost of working and living

| Good business environment and strong academic links with business sector

| Diversified economy

| International airport

www.investin.bydgoszcz.eu

The Office of Investor Service and EnterpriseBydgoszcz City Hall6 Mennica Street, 85-112 Bydgoszcz, PolandTel. +48 52 58 58 823zoi@um.bydgoszcz.pl

IT Center of ExcellenceIT Center of Excellence

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BPO/SSC Companies in Poland

JP Morgan Poland Limited Sp. z o.o.Country (HQ): USADate started in Poland: 2008Specific services offered: Financial servicesManagement in Poland: Waldemar Jasiński – Vice President

Livingstone International (dawniej JP Morgan Chase Polska Sp. z o.o.) Country (HQ): CanadaDate started in Poland: 2008Number of employees: 30Specific services offered: F&A

Makromedia Sp. z o.o. Number of employees: 12Specific services offered: Call CenterManagement in Poland: Wełniński Jarosław – Prezes Zarządu

MobicaCountry (HQ): UKDate started in Poland: 2011Number of employees: 60Specific services offered: ITManagement in Poland: Tomasz Krawczynski – Managing Director of Polish offices

Obsługa Klienta Biznesowego Paweł Cegielnik Specific services offered: Call Center

Orange / TP S.A.Country (HQ): FranceNumber of employees: 100Specific services offered: Call Center

Management in Poland: Bestry Jan (orange polska)

PostdataDate started in Poland: 1995Number of employees: 30Specific services offered: ITManagement in Poland: Paweł Dewiszek – Prezes Zarządu

Sambora Aleksandra Kaźmierczak Number of employees: 8Specific services offered: Call Center

SDLCountry (HQ): UKDate started in Poland: 2012Number of employees: 190Specific services offered: ITManagement in Poland: Albi Haeussler – Prezes Zarządu

Sunrise System Sp. z o.o.Date started in Poland: 2011Number of employees: Goal: 150 Specific services offered: ITManagement in Poland: Janusz Bogaczyk – President of the Board

TEL-DATDate started in Poland: 1996Number of employees: 200Specific services offered: IT

Telenova Polska Specific services offered: Call Center

Teleplan Poland Sp. z o.o.Country (HQ): HollandDate started in Poland: 2010Number of employees: 300Specific services offered: ITManagement in Poland: Bob Jason – General Manager

Tm Service Roma Buko Specific services offered: Call Center

Zespół Obsługi Klienta, Przedsiębiorstwo Informatyki ZETO Bydgoszcz S.A.Specific services offered: Call CenterManagement in Poland: Waldemar KępskiPrezes Zarządu, Dyrektor

Cracow/Kraków

7geoSpecific services offered: BPO

ABB Centrum Badawczo-Rozwojowe i Centrum FakturySpecific services offered: BPO/R&D

Accounting Plaza Central Europe Specific services offered: BPO/F&A

ACS XeroxSpecific services offered: BPO

Affiliated Computer Services of Poland Specific services offered: BPO/IT/F&A/Contact Centre

AFSSpecific services offered: Shared Service Center

Airline Accounting Center (Lufthansa)Specific services offered: SSC

AkamaiSpecific services offered: IT

Alexander Mann SolutionsDate started in Poland: 2005Number of employees: 450Specific services offered: Recruitment, Recruitment Administration, Reporting, Customer ServiceManagement in Poland: Vic Khan, Jolanta Gantkowska, 512 477 724, jolanta.gantkowska@alexmann.comExpansion plans: AMS Poland plans further development, to exceed 500 people in 2014.

Amer Sports

Amway European Business CentreCity of activity in Poland: Cracow, ZabierzówCountry (HQ): USANumber of employees: 200Specific services offered: SSCManagement in Poland: Przemyslaw Siuda

Antenna Volantis SytemsSpecific services offered: IT

Aon HewittSpecific services offered: BPO

Apriso Specific services offered: BPO/IT

AVEREAST GROUP Specific services offered: IT

AZSoft S.A, Contact Center Specific services offered: BPO/Contact Centre

BayerCountry (HQ): GermanyNumber of employees: 15Specific services offered: R&D

BNP ParibasCountry (HQ): F&A

Manager’s Profile

Marcin Tchórzewski Managing Director Arla Foods Global Financial Services Centre Sp. z o. o. Parent Company: Arla Foods AMBA, Viby, Denmark

Your company’s activities in Poland?Established in 2008 in Gdansk, Arla focused on F&A services provided to Arla entities, currently 200 employees.

Why Poland and why Gdansk:Close proximity to Denmark & Sweden (flights to Copenhagen), labor pool and languages (including Scandinavian).

How is your business changing:We are growing quickly, at a 36% growth rate in 2012, mostly due to Arla’s M&A ac-tivities in Germany and the U.K. The center will continue to grow, with its pace depen-dent on Arla’s strategy.

Advice to other firms considering set-ting up BPO/SSC operations in Poland:It is important at start-up to get the right mix of experience (internal and external), especially at management level.

How about employee issues?:The Polish educational system is still very theoretical and companies need to have the right on-boarding, including relevant practical training. Some universities rec-

ognize the gap and have started offering more practical education, for example, the Sopocka Szkola Wyzsza with their BPO post-graduate program.

Biggest positive and negative surprises about operating your centre in Poland:Positive: great location, enthusiastic and full of energy staff, good support from In-vest in Pomerania (also post-investment).Negative: difficult to find experienced staff (at management level) in the location where our center is based (not too many centers) and companies need to attract employees from other cities (e.g. Wroclaw, Krakow).

Specific cost savings that your firm has achieved?:Confidential - but significant savings based on labor arbitrage plus value added in im-proving end-to-end processes while having centralized back-office operations. n

Marcin Tchórzewski is Managing Director at Arla Foods GBS in Gdansk. Previously Vice President and member of the Management Committee at State Street Services in Krakow. Marcin spent several years in the U.S. as accounting manager at Filtrona PLC and controller at Medstrat, Inc. After returning to Poland he worked for Hewlett Packard’s GBS in Wroclaw setting up the entity from the regulatory perspec-tive, coordinating strategy for EMEA and running accounting operations. He also established and managed Transfer Agency unit at Franklin Templeton Investments in Poznan. Marcin holds a degree in Accountancy from Northern Illinois University and is a U.S. Certified Public Accountant (CPA).

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BPO/SSC Companies in Poland

Brown Brothers HarrimanSpecific services offered: SSCManagement in Poland: Michael McDonald

Capgemini, Business Process OutsourcingCountry (HQ): FranceDate started in Poland: 2003Number of employees: 2800Specific services offered: Finanse, księgowość i usługi dla sektora finansowego, Obsługa klienta i marketing, Zarządzanie dostawami, Zarządzanie zasobami ludz-kimi, Usługi prawneManagement in Poland: Marek Grodziński, 12 634 79 73, marek.grodzinski@capgemini.comExpansion plans:

CapitaCountry (HQ): UKSpecific services offered: Pension Fund Acounting

Capnor PolandSpecific services offered: BPO/Engineering Services

CBB Call Center Specific services offered: BPO/Contact Centre

CCA – Contact Center AZSoftSpecific services offered: BPO

CGI Information Systems and Management Consultants Specific services offered: BPO/IT

CH2M HILL Specific services offered: BPO/R&D

Chatham Financial Specific services offered: BPO/Business Analytics

CISCOCountry (HQ): USASpecific services offered: IT

Clifford ThamesNumber of employees: 500Specific services offered: BPO/Business Analytics

ComarchNumber of employees: 1000Specific services offered: IT

Communication FactoryCountry (HQ): USANumber of employees: 100Specific services offered: Call Center

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

Deloitte BPODate started in Poland: 2008Number of employees: 13Specific services offered: Bookkeeping, accounting, payroll and HR administrationManagement in Poland: Piotr Żarski – Partner, Tomasz Konik -Partner of offices in Katowice and Cracow, Tomasz Walczak – Partner in Poznań Office

Delphi Centrum Techniczne (TCK) Specific services offered: BPO/R&D

Delphi SSCSpecific services offered: SSC

Delta Vista Poland Specific services offered: SSC/R&D

Digitland Specific services offered: BPO/IT

DreamLab Onet.pl Specific services offered: SSC/R&D

EcolabSpecific services offered: SSC

EDFSpecific services offered: F&A/HRO/CP/ITO/Engineerig

Electrolux Centrum Księgowo-FinansoweCountry (HQ): HollandSpecific services offered: BPO/F&A

Element14Specific services offered: SSCManagement in Poland: Elaine Barnes

Elettric 80 Specific services offered: BPO/R&D

EPAM SystemsSpecific services offered: BPOManagement in Poland: Dawid Ostręga

Ericpol TelecomSpecific services offered: BPO/ITManagement in Poland: Paweł Szczerkowski

ESETSpecific services offered: BPO/R&D

EuroclearNumber of employees: 500+ plannedSpecific services offered: SSCManagement in Poland: Frederic Dirickx

Euroscript Poland Specific services offered: BPO

ExultCountry (HQ): IndiaSpecific services offered: IT/F&A

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BPO/SSC Companies in Poland

Farnell Element 14Specific services offered: SSC

Flying FishSpecific services offered: BPO/IT

FMC TechnologiesNumber of employees: 150Specific services offered: R&D engineering

Fortis BankCountry (HQ): USANumber of employees: 50Specific services offered: Clearing Center

FQS Poland (Fujitsu)Specific services offered: BPO/R&D

GenpactSpecific services offered: BPO

Google Operations Centre Specific services offered: SSC/R&D

HCL PolandSpecific services offered: BPO/IT/F&A

HeinekenSpecific services offered: F&A/HR/ITO

Management in Poland: John Lyons

HerbalifeSpecific services offered: SSCManagement in Poland: Jacek Paczek

Hewitt AssociatesSpecific services offered: BPO/HR

Hitachi Data SystemsSpecific services offered: SSC/F&A

HSBC Service Delivery (Polska) Sp. z o.o.City of activity in Poland: Cracow, Zabierzów

Manager’s Profile

Agata Mazurek-BąkDalkia Services Sp. z o.o. Parent Company: Dalkia Polska S.A.

What is Dalkia Services doing in Poland? Dalkia Services is the Shared Services Centre for Dalkia Group in Poland – the largest opera-tor of heating networks in the country, present in 40 cities, managing over 3000 km of heat-ing network, 4782 MW of thermal power and 803 MW of electric power. Dalkia, a world leader in energy services, is a subsidiary of Veo-lia Environnement and EDF.

220 SSC employees provide support func-tions to 30 clients in the area of F&A (AP, AR, GL, Reporting, Tax compliance and advisory), invoicing, internal control, IT, Payroll&HR, Risk Management& Insurance.

Why the decision to set-up operations in Poland – specifically Poznan?For Dalkia, creation of the SSC in 2006 was much more than just a savings oriented action. We considered it a transformation project. Giving new life chance for Dalkia employees was an important decision factor for site loca-tion. We chose Poznan and Lódź to benefit from Dalkia resources available in these cities. Starting with classical “lift & shift” approach, we then enriched our teams with new recruits from the market, implemented an ERP system for the whole group and specialized our sites by process.

How is your business changing?At the beginning, the SSC was basically just a provider of some specific services. With time, we became a partner for Dalkia’s business in Poland. Over last few years, we have taken part in various projects and task force teams, challenging the organization, searching for ef-ficiency generating projects and implementing them.

We also went up the value chain, offering more expertise functions such as risk manage-ment or tax and financial advisory. By devel-oping our competence and service scope, we not only gave new opportunities to our people but also generated important savings (as less professional services need to be bought ex-

ternally). All that contributes to the group’s de-velopment and its competitive advantage on the market.

Do you pro-vide external services to un-related compa-nies?Recently we enlarged our

client portfolio, especially in the area of tax. Our competence in this domain begins to be appreciated by other Veolia subsidiaries in Poland. We are also working on an in-ternational IT project, but for the moment we haven’t offered any services to unrelated parties.

Specific advice to other firms considering setting up operations in Poland:Poland is a country of motivated people. Let me explain it …

When I was in primary school, Russian was the only foreign language on the syllabus and an obligatory element of it. So, learning one foreign language other than Russian was at that time considered to be a door to the so-called “the western world”. And western meant modern, attractive, colorful. We were ready to work very hard to be a part of it. And we still are. Even though today we can buy the same range of products as people in Germany or UK, average life standard is still lower in Poland. We want to change it, so people are eager to learn and not afraid of work. So – you can be sure you will find the right people here to start your business. Many of them will be willing to work for you also abroad, but not too many will easily change the city within Poland if you ask them to.

Once you have chosen the location, don’t hesitate to cooperate with local authorities and universities. Many Polish cities consider SSC/ BPO/ ITO sector as their strategic area of de-velopment and should be willing to contribute to your success, especially if you become a part of their success story.

Tell us about your employee relations:In 2006, Dalkia Services gave jobs to 20 peo-ple in Poznan. Today Dalkia Services employs 220 professionals, about half of them work-ing in Poznan and half in Łódź. We have been building this team step by step, integrating new clients and processes. And we believe, that still many challenges are in front of us.

Polish people are not only happy to learn, but also very skilled to speak foreign languages (as our own language is quite rich phonetically). This can be a great advantage.

What they do often miss is the capability to synthetize and present their ideas in a struc-tured way. It is somehow related to shortcom-ings of the Polish educational system.

Biggest positive and negative surprises about operating in Poland:For a foreign manager (which is not my case) it be may be surprising that here in Poland, there are no real bottle-neck issues in terms of working time – Polish employees wouldn’t all like to work 9 to 5 or all go for lunch at 1 pm. Not all will go for holidays in August (many would appreciate a leave in September when resorts are not so full and not that expensive). On the other hand, to cope with all the Polish labor law requirements – that may be a chal-lenge.

Specific cost savings that your firm has achieved:Only comparing our current performance with the one we recorded in 2008 (already working on ERP), we are proud to say that it grew by approximately 40%. I also need to say that we were able to integrate a complete set of the group’s standard IT applications in Dalkia Warszawa (the owner of the largest heating network in European Union) in half a year, reducing its initial budget for an ERP implementation by more than 50%. The pro-ficiency of our IT team was a key success fac-tor in this project. Born in 1977, Mazurek started her career in a French audit company, climbing its organizational structure. Five years later, she left the audit work to join Dalkia Group as a country financial controller. Sometime later, she was “given the chance to start one of the greatest adventures of my career – the mission to set up a SSC and then to lead it. I still do it, and still do it with pleasure.”

July 17-18, 2013 | New York City, New York USA

6TH ANNUALWORLD BPO/ITO FORUM

LIMITED SEATING:SUBMIT YOUR REGISTRATION REQUEST TODAY ATworldbpoforum.com

Mobility • Cloud • Social Networks • Innovation • Integration

2012 KEYNOTE:Robert Reich

Professor of Public Policy, University of California at Berkeley;

former Secretary of Labor under President William J. Clinton

SMARTSOURCING: Leveraging Collaboration

and InnovationAchieving Optimal Return on Objectives from a

Multi-Vendor, Geographically Diverse Ecosystem

2011 KEYNOTE:Dr. Lawrence Summers

Director, White House National Economic Council for President

Barack Obama (09-10);President, Harvard University

(01-06);Secretary of the Treasury (99-01);Chief Economist of the World Bank

(91-93)

July 17-18, 2013 | New York City, New York USA

6TH ANNUALWORLD BPO/ITO FORUM

LIMITED SEATING:SUBMIT YOUR REGISTRATION REQUEST TODAY ATworldbpoforum.com

Mobility • Cloud • Social Networks • Innovation • Integration

2012 KEYNOTE:Robert Reich

Professor of Public Policy, University of California at Berkeley;

former Secretary of Labor under President William J. Clinton

SMARTSOURCING: Leveraging Collaboration

and InnovationAchieving Optimal Return on Objectives from a

Multi-Vendor, Geographically Diverse Ecosystem

2011 KEYNOTE:Dr. Lawrence Summers

Director, White House National Economic Council for President

Barack Obama (09-10);President, Harvard University

(01-06);Secretary of the Treasury (99-01);Chief Economist of the World Bank

(91-93)

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BPO/SSC Companies in Poland

Date started in Poland: 2010Number of employees: 1 000 FTE+/-Specific services offered: Banking (Payments, Global Banking and Markets, Credit Services, Trade Services), IT, Finance, HRManagement in Poland: Kevin Kent, 12 399 30 30, kevin.d.kent@hsbc.com; Magdalena Konopek, 12 399 37 60, magdalena.konopek@hsbc.comExpansion plans: GSC Europe is a complex and diverse Service Delivery Centre providing high end services to 25 countries in 13 different languages. We employ about 1100 people with 60% of our delivery in professional services. Our employees possess superior language skills which enabled us to add US/UK remediation work and French voice processes to our service portfolio.

HTS-Comarch Specific services offered: BPO/IT

IBM BTOSpecific services offered: BPO

IBM Poland Laboratorium Oprogramowania IBM & IBM BTO Business Consulting ServicesDate started in Poland: 1996Specific services offered: Finance & Accounting Services, Management in Poland: Marcin Orłowicz, 661 304 951, mar-cin.orlowicz@pl.ibm.com

IBM SWG LabSpecific services offered: ITO

IFSCountry (HQ): SwedenNumber of employees: 50Specific services offered: ERP/IT

Iloop MobileSpecific services offered: BPO/call center

Intelenet European ServicesCountry (HQ): IndiaSpecific services offered: BPO/Business Analytics

International Paper Poland Specific services offered: SSC/F&A/IT/Contact Centre

Johnson & JohnsonSpecific services offered: SSC

KenexaSpecific services offered: BPO

LastminuteSpecific services offered: BPO

Lufthansa Airline Accounting CenterSpecific services offered: BPO/F&A

LumesseSpecific services offered: ITO

Lurgi Poland Specific services offered: Engineering Services

LuxoftCountry (HQ): RosjaDate started in Poland: 2010Number of employees: 160Specific services offered: ITManagement in Poland: Przemyslaw Berendt, 12 445 88 00, pberendt@luxoft.com; Wojciech Mach, 12 445 88 00, wmach@luxoft.com

Metrosoft Poland Specific services offered: BPO/IT

ModisSpecific services offered: BPO

Motorola GSCSpecific services offered: SSC/R&D/F&AManagement in Poland: Andreas Cioska

Nokia SimensSpecific services offered: Hardware and Software Development

OcadoSpecific services offered: ITOManagement in Poland: Anne Marie Neatham

OracleSpecific services offered: ITO

Perkin ElmerSpecific services offered: SSC

Philip Morris International Service Center EuropeSpecific services offered: BPO/F&A

Pliva CracowCountry (HQ): CroatiaNumber of employees: 100Specific services offered: R&D

PNO ConsultantsSpecific services offered: BPO/Business Analytics

PwCSpecific services offered: SSC

Quorum International Specific services offered: SSC/R&D

Rolls Royce MarineSpecific services offered: SSC/R&D

RR Donnelley EuropeSpecific services offered: SSC/F&A

RWENumber of employees: 500 + plannedSpecific services offered: SSC

Sabre Holdings Europejskie Centrum Oprogramowania Specific services offered: BPO/R&D

Sabre SSCSpecific services offered: SSC

SelvitaSpecific services offered: BPO/R&D

SercoSpecific services offered: BPO

Shell Shared Service Centre PolandSpecific services offered: SSC/F&A/Contact CentreManagement in Poland: Piotr Dziwok

SiiDate started in Poland: 2011Number of employees: 90Specific services offered: ITManagement in Poland: Ryszard Pytko, 12 390 61 70, informacja-krakow@pl.sii.euExpansion plans: Oddział Sii w Krakowie rozwija się bardzo dynamicznie. Planuje zatrudnić w przyszłym roku około 60 osób. Główne potrzeby kompetencyjne to: programiści Java, programiści C embedded, testerzy aplikacji oraz inne specjalności. Oddział w Krakowie skupia swoją działalność głównie na firmach z sektora bankowego, energetyki, inżynierii, przemysłu motoryza-cyjnego i branży turystycznej / lotniczej – współpracę z tymi klientami będzie rozwijał oraz zdobywał nowych.

Software MindSpecific services offered: BPO/IT

State Street Services (Poland) Limited Sp. z o.o. Date started in Poland: 2007Number of employees: 1570Specific services offered: Finance (Fund Accounting)Management in Poland: Scott Newman, Simon BaylisExpansion plans: First office set up in Poland in 2007, cur-rently employs more than 1500 people.

TechTeam GlobalSpecific services offered: BPO

TeleinventionSpecific services offered: BPO

Tesco PolandSpecific services offered: SSC/F&A

UBS Poland Service CentreCountry (HQ): SwitzerlandDate started in Poland: 2008Number of employees: 300Specific services offered: Finance, Legal, Compliance, Risk, IT Development and Corporate Shared ServicesManagement in Poland: Monika Gawinecka

UPM Kymmene Specific services offered: SSC/IT

Vesuvius (Cookson)Specific services offered: SSC

Wyse TechnologySpecific services offered: R&D

Dąbrowa Górnicza

AlbaNumber of employees: 50Specific services offered: Finance, Accounting SSC

ArcelorMittal Shared Service Center EuropeDate started in Poland: 2008Number of employees: 300Specific services offered: Finance, Payroll, TaxManagement in Poland: Edwin Bennaars, 668 662 129, Edwin.Bennaars@arcelormittal.com; Lukasz Skorupa, 662 037 968, Lukasz.Skorupa@arcelormittal.comExpansion plans: SSCE will stepwise extend its activities and services, moving from non-core transactional work (accounting) into master data, reporting and control-ling/analytics tasks, while also extending to other areas like procurement, logistics or plant maintenance. SSCE forecast the growth of around 100 positions per year.

DHL LogisticNumber of employees: More than 200Specific services offered: Logistic Outsourcing

WiproNumber of employees: 140Specific services offered: Finance, Accounting OutsourcingManagement in Poland: Ramesh Phillips – Member of the Board

Gdańsk

AcxiomCountry (HQ): USADate started in Poland: 2007Number of employees: 120Specific services offered: IT

Arla FoodsCountry (HQ): DenmarkDate started in Poland: 2008Number of employees: 120Specific services offered: Finance and accounting

Arla Global Financial Service Centre Sp. z.o.o.Country (HQ): DenmarkDate started in Poland: 2008Number of employees: 125Specific services offered: Finance, corporate shared servicesManagement in Poland: Marcin TchórzewskiExpansion plans:

AssecoNumber of employees: 1000Specific services offered: IT

Bank BPH/GE Capital Country (HQ): USA / PolandDate started in Poland: 1997Number of employees: 2900Specific services offered: Finance

Bayer w Polsce

Service Center GdańskCountry (HQ): Germany

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BPO/SSC Companies in Poland

Date started in Poland: 2012Number of employees: 70 (250)Specific services offered: F&AManagement in Poland: Remigiusz Wojciechowski, Head of Service Center

Call Center 24Date started in Poland: 2012Number of employees: 20Specific services offered: CC

CompuwareCountry (HQ): United States Date started in Poland: 1998

Number of employees: 180Specific services offered: IT

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

Dom Finansowy QSCountry (HQ): France

Date started in Poland: 2012Number of employees: 30Specific services offered: CC

EnergaDate started in Poland: 2011Number of employees: 330Specific services offered: F&A / HR / Procurement

FineosCountry (HQ): IrelandDate started in Poland: 2009Number of employees: 30Specific services offered: IT

First Data Global Services Ltd Country (HQ): USADate started in Poland: 2007Number of employees: 150+Specific services offered: Finance, SCM, IT, PM, HRManagement in Poland:

FluggerCountry (HQ): DenmarkDate started in Poland: 2012Number of employees: 20 (100)Specific services offered: F&A / IT / HR / Procurement

GateGourmetDate started in Poland: 2013

General ElectricCountry (HQ): USADate started in Poland: 1992Number of employees: 40Specific services offered: R&D

GeobanCountry (HQ): SpainDate started in Poland: 2007Number of employees: 500Specific services offered: BPO/F&A

GoyelloCountry (HQ): NetherlandsDate started in Poland: 2006Number of employees: 60Specific services offered: IT

Gratka TechnologieDate started in Poland: 2009Number of employees: 200Specific services offered: IT

HempelCountry (HQ): DenmarkDate started in Poland: 2010Number of employees: 50Specific services offered: F&A / IT

HK Finance&AccountingDate started in Poland: 2005Number of employees: 50Specific services offered: Finance and accounting

HumaxCountry (HQ): South KoreaDate started in Poland: 2005Number of employees: 10Specific services offered: R&D

IBMCountry (HQ): USADate started in Poland: 2009Number of employees: 100Specific services offered: Consulting, application services, IT

ImplixDate started in Poland: 2007Number of employees: 180Specific services offered: IT

Intel Technology PolandCountry (HQ): USADate started in Poland: 1998Number of employees: 1000

Manager’s Profile

Elaine BarnesHead of Commercial Centres and Quoting Europe Element 14 Parent Company: Premier Farnell

What is Element 14 doing in Poland? Element 14 Krakow is providing best-in-class outbound telesales and telemarketing in 21 European languages to Farnell element14’s new and existing customers across the con-tinent. The centre is part of a strategic in-vestment representing Farnell element14’s commitment to delivering a superior multi-channel service that is aligned to the needs of its customers. The centre works closely with the field sales, customer service sup-port, e-commerce and marketing teams in Farnell element14’s network of offices across Europe.

Premier Farnell plc (listed on the London Stock Exchange), is a global leader in high service distribution of technology products and solutions for electronic system design, maintenance and repair.

Explain why you set up operations in Kra-kow.Farnell element14 began building the team in Krakow during March 2012 and has built a highly skilled, 120-strong, multi-cultural team representing different European na-tionalities. The centre is located in Krakow due to the city’s reputation for high quality education, the availability of language skills and ability to attract residents from all over Europe. The team has been through an in-tensive training program and is now able to fully support the needs of Farnell ele-ment14’s European customers.

We considered some 30 different Eu-ropean locations before choosing Krakow, thanks to its impressively diverse, multi-cultural and multi-lingual community, which offered a rich pool of high potential talent for us to recruit from. The famous Polish work ethic and strong customer service cul-ture was also a great fit with our own. Po-land’s status as a thriving economy that has

escaped the deep recession affecting most other parts of Europe has also been a fac-tor in helping us successfully entice experts from other countries to relocate to Krakow.

How will your business develop over the next few years in Poland?We’ve been on the market for just about a year now and are still experiencing constant change and transformation. As for the near future we focus on mastering our employ-ees’ skills and on expanding capabilities. We are committed to work as a centre of excel-lence, brilliantly serving our customers.

What are your experiences with employ-ees?With over 120 employees, speaking 21 lan-guages we care for customers in 24 coun-tries. The number remains constant since we just opened the centre last year.

Biggest surprises setting up? Positive experience: motivated, positive, tal-ented, highly skilled people. Negative sur-prise: bureaucracy, labor regulations.Elaine Barnes is a specialist  in the industries of elec-

tronics distribution and retail. Areas of expertise

include sales, transformation of a sales environ-

ment, organisational planning and development,

with many years experience in start-up business

locations, change and change management, coaching

as a culture and best practice for contact centres.

Since joining Farnell element14 in 2009 Barnes has

worked with contact centre transformation on 3

continents, the most recent being the develop-

ment of a green field site for business development

(sales) in Krakow. Currently commercial centre

head for Europe and VP Global Contact Centre

Effectiveness.

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BPO/SSC Companies in Poland

Specific services offered: IT

Jeppesen by BoeingCountry (HQ): USADate started in Poland: 1998Number of employees: 200Specific services offered: IT

KainosCountry (HQ): IrelandDate started in Poland: 2008Number of employees: 90Specific services offered: IT

Lufthansa SystemsCountry (HQ): GermanyDate started in Poland: 1998Number of employees: 350Specific services offered: IT

Marine Technology Centre Co. Date started in Poland: 1971Number of employees: 100Specific services offered: R&D

Masterlease (Futura Leasing, Prime Car Management) Country (HQ): UKDate started in Poland: 2006Number of employees: 180Specific services offered: Finance

Meritum BankDate started in Poland: 2008Number of employees: 760Specific services offered: Finance

Metsa GroupCountry (HQ): FinlandDate started in Poland: 2012Number of employees: 115Specific services offered: F&A

Nation-ECountry (HQ): IsraelDate started in Poland: 2012Number of employees: 15Specific services offered: R&D

NcomputingCountry (HQ): USADate started in Poland: 2009Number of employees: 50Specific services offered: IT

Nearshoring SolutionsDate started in Poland: 2012Number of employees: 60Specific services offered: IT

Nordea Bank Poland Country (HQ): ScandinaviaDate started in Poland: 1991Number of employees: 570Specific services offered: F&A/IT

Nordic ServicesCountry (HQ): NorwayDate started in Poland: 2012Number of employees: 30Specific services offered: F&A / IT

OIE SupportCountry (HQ): USADate started in Poland: 2012Number of employees: 130Specific services offered: CC

OKE PolandCity of activity in Poland: GdaGdańsknskCountry (HQ): NetherlandsDate started in Poland: 1996Number of employees: 70Specific services offered: IT

PBP ENAMOR Date started in Poland: 1989Number of employees: 20Specific services offered: R&D

PlaysoftCountry (HQ): FranceDate started in Poland: 2006Number of employees: 78Specific services offered: Mobile games, mobile applicationsManagement in Poland: Pierre Olivier Monteil, 519 300 462, pierreolivier.monteil@playsoft.fr

PZUDate started in Poland: 2010Number of employees: 70Specific services offered: F&A

SigardenDate started in Poland: 2008Number of employees: 20Specific services offered: R&D

SIICountry (HQ): FranceDate started in Poland: 2008Number of employees: 400Specific services offered: ITManagement in Poland: Michael Desmurs, 58 32 17 800, informacja-gdansk@pl.sii.euExpansion plans:

SolwitDate started in Poland: 2012Number of employees: 30Specific services offered: IT

Sony Pictures Global Business Services sp. z o. o.Country (HQ): Los Angeles, USADate started in Poland: 2009Number of employees: Over 100 Specific services offered: SSC – Finance

ŁÓDŹ

Pantone 186U

Pantone Cool Gray 11C

short logotype

horizontal logotype

vertical logotype

ABSL STRATEGIC PARTNERS 2013

CONFERENCE ORGANIZER

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BPO/SSC Companies in Poland

Management in Poland: Michal Gryglewski – Managing Director, michal_gryglewski@spe.sony.com; Jarek Zboralski – HR Director, jarek_zboralski@spe.sony.com

StefaniniCountry (HQ): DenmarkDate started in Poland: 2012Number of employees: 30Specific services offered: IT

SynopsysCountry (HQ): USADate started in Poland: 2001Number of employees: 100Specific services offered: IT

TIM Call CenterDate started in Poland: 2012Number of employees: 100Specific services offered: CC

TranscomCountry (HQ): SwedenDate started in Poland: 2007Number of employees: 800Specific services offered: Contact center

UTC Fire& SecurityCountry (HQ): USADate started in Poland: 2002Number of employees: 77

Manager’s Profile

Agnieszka OrłowskaManaging Director HP Global Business Center (Global e-Business Operations Sp. z o.o.) Parent Company: Hewlett-Packard

Specifically, what is H-P doing in Poland? The Global Business Center is part of the American company Hewlett-Packard. The Centre operates in Poland since 2005 and today occupies one of the leading positions in the global structure of the company. HP GBC specializes in delivering innovative business ser-vices (SSC and BPO) in finance and accounting, HR, sales and marketing, data processing and provision of information and supply chain man-agement. The company provides its services to HP corporation and customers in Europe, Middle East and Africa as well as globally, and employs several thousand people in its centers in Wroclaw and Lodz. HP GBC is one of the founder members of ABSL.

Explain the logic behind HP’s decision to set up in Poland and why Wroclaw was the location of choice. Poland is a mature market on the global map of business services. Poland’s competitive ad-vantage is based on broad access to educated workers who speak foreign languages , well-de-veloped infrastructure, lower operating costs than in Western Europe, political and eco-nomic stability of the country and a friendly in-vestment climate. The first HP Global Business Center was localized eight years ago in Wro-claw, which for a long time has been among the first three BPO cities in Poland. The reason for it lies in the fact that it guarantees well-qualified and educated people, being the 3rd largest academic center in the country, and great sup-port from local authorities, which confirms the high position of Wroclaw in international rank-ings of the best locations for business invest-ment. Moreover, we took into consideration its position on the map, the communication infrastructure, and facilities of the infrastruc-ture. Then after detailed analysis, we decided to open the second center in the aspiring and actively striving for investments Lodz.

How is the business changing for HP GBC?The whole business services sector BPO/SSC is the fastest growing industry and has devel-

oped rapidly during the last 2-3 years. The in-dustry has grown rapidly and already Poland is seen as one of the most important locations for business service centers in the world com-peting with giants like India, South East Asia and Western Europe. For our company, the biggest success during this period was the opening of the new center in Lodz. The decision to launch the new unit was a consequence of the dynamic development of HP’s outsourcing services for business and confirmation of a very strong posi-tion in Poland, as a strategic location for HP Ser-vices in EMEA - Europe, Middle East and Africa. Moreover, the number of employees has grown and we gained many new experts in different fields. We also developed the scope of our activities and currently are able to deliver even more complex business services to our clients.

Do you provide external services to unre-lated companies?At the beginning of our operations of HP GBC in Poland we provided business services global-ly to different HP departments. As the business and the demand for such services has grown we also started to deliver services to many in-ternational companies. Therefore, we decided to open in Lodz another Business Process Outsourcing center that provides advanced outsourcing solutions, that includes among oth-ers a broad range of transactional services in the areas of finance and accounting as well as human resources and payroll. The portfolio of our clients is still expanding and includes com-panies representing business from different

services. The scope of our operations is very wide and therefore, we can support businesses of various profiles.

Advice to other firms considering setting up in Poland?Before a company decides to operate in Po-land it should conduct a detailed analysis of the market in relation to its needs. But it should take into consideration several features: Infra-structure; access to human resources; quali-fication of employees; location on the map; education level; rental office space in relation to prices; and the willingness of local govern-ments to help new investors.

And HP GBC’s employees?Currently we employ several thousand people in our centers in Poland. As we are conse-quently developing our business and expanding the scope of processes supported by our com-pany the number continuously grows. During the last 2-3 years we noticed that more and more young people have become interested in working in the BPO/SSC sector. The aware-ness in this field has grown but we still put a lot of efforts to informing young people about the possibilities that our company can provide them. In future there will be more faculties and majors at universities, which will prepare stu-dents better for work in this sector. We no-ticed for example that during the recruitment process, many young people have problems with knowledge of an Excel spreadsheet, as well as a very well-developed analytical skills. However, their strong point is the knowledge of foreign languages , communication, creativ-ity, flexible approach to tasks and the ability to work in a team.

And what has surprised you?The ability to grow our business in more ad-vanced functions.

Specific cost savings for HP GBC?Due to confidential agreements we cannot disclose the numbers or any detailed data.Agnieszka Orlowska has been Managing Director of the HP Global Business Center since January 1st, 2012. She is responsible for the development, supervision and coordina-tion of strategic projects. She has 17 years of experience in the implementation of projects in different areas including HR, marketing, sales, finance and accounting. She has been working at Hewlett-Packard since 2007 and has a Green Belt Six Sigma quality management certificate.

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BPO/SSC Companies in Poland

Specific services offered: R&D

WillisCountry (HQ): UKDate started in Poland: 2010Number of employees: App. 10 currentlySpecific services offered: F&A

Wipro BPOCountry (HQ): IndiaDate started in Poland: 2012Number of employees: 30Specific services offered: IT

Young Digital PlanetCountry (HQ): FinlandDate started in Poland: 1990Number of employees: 500Specific services offered: IT, R&D

Zensar TechnologiesCountry (HQ): IndiaDate started in Poland: 2007Number of employees: 40Specific services offered: IT

Gdynia

A&A BiotechnologyDate started in Poland: 1993Number of employees: 6Specific services offered: R&D

ADVA Optical NetworkingCountry (HQ): GermanyDate started in Poland: 2003Number of employees: 210Specific services offered: R&D

Asseco Poland SA Date started in Poland: 1991Specific services offered: ICT

BESTDate started in Poland: 1994Number of employees: App. 450 (in Gdynia and Elbląg)Specific services offered: Outsourcing of dept collection

Det Norske VeritasCountry (HQ): NorwayDate started in Poland: 2010Number of employees: 200Specific services offered: R&D

Geoban S.A. Spółka Akcyjna Oddział w PolsceCountry (HQ): SpainDate started in Poland: 2008Number of employees: 650Specific services offered: Banking operations managementManagement in Poland: Radosław Krasowski

MisysCountry (HQ): UKDate started in Poland: 2012Number of employees: 120Specific services offered: ICT

Nordea Bank Poland Country (HQ): SwedenDate started in Poland: 1991Number of employees: 570Specific services offered: Operation Centre

PPG Coating Poland LTD

Reuters Europe SA Date started in Poland: 2011Number of employees: 40Specific services offered: Customer Service

Sony Pictures Global Business Services Sp. z o.o.Country (HQ): United States/JapanDate started in Poland: 2009Number of employees: 166Specific services offered: Finance, SAP support, Payroll

Management in Poland: Michal Gryglewski, 608 457 600, michal_gryglewski@spe.sony.com

SpeednetDate started in Poland: 2000Number of employees: 100Specific services offered: IT

Star Reefers Poland LTDCountry (HQ): UKDate started in Poland: 2011Number of employees: 30Specific services offered: Logistics

StefaniniCountry (HQ): Latin AmericaDate started in Poland: 2012Number of employees: 30Specific services offered: ICT

Telemobile ElectronicsDate started in Poland: 2006Number of employees: 14Specific services offered: IT

Thomson ReutersCountry (HQ): United States Date started in Poland: 2005Number of employees: 1000Specific services offered: Centre of Exellence

WNS Global ServicesCountry (HQ): IndiaDate started in Poland: 2012Number of employees: 54Specific services offered: F&A

Gliwice

General MotorsNumber of employees: 0-100Specific services offered: SSC

GoyelloNumber of employees: 0-100Specific services offered: BPO/ITO

Ista Shared ServicesDate started in Poland: 2006Number of employees: 620Specific services offered: Shared Service Centre

PregisDate started in Poland: 2008Number of employees: More than 100Specific services offered: Finance, Accounting SSC

TennecoNumber of employees: 0-100Specific services offered: R&D

Katowice

4EverNETDate started in Poland: 2002Number of employees: 48Specific services offered: CC/ITManagement in Poland: Sebastian Matysiak – Prezes Zarządu

ArchidocDate started in Poland: 2008Number of employees: about 260Specific services offered: BPO/Document ManagementManagement in Poland: Konrad Rochalski – President, Bartosz Terlecki – Vice President of the Board

Arinso People Services Sp. z o.o.Country (HQ): UKDate started in Poland: 2006Number of employees: 86Specific services offered: HR and SSCManagement in Poland: Tomasz Gadaj, info.pl@ngahr.com, 32 736 71 00

Arteria/GallupCity of activity in Poland: Ruda Śląska

Number of employees: 300-500Specific services offered: BPO/ITOManagement in Poland: Wojciech Glapa, Prezes Zarządu, 22 212 89 10

Asseco Poland S.A.Date started in Poland: 2007Number of employees: 350Specific services offered: IT ServicesManagement in Poland: Adam Góra – President

Asseco SystemsDate started in Poland: 1994Number of employees: about 44Specific services offered: R&D

BaronaCountry (HQ): FinlandDate started in Poland: 2012Number of employees: 30Specific services offered: ITOManagement in Poland: Ilkka-Cristian Niemi – Business Development Manager

BombardierDate started in Poland: 2000Number of employees: 100Specific services offered: R&DManagement in Poland: Janusz Kucmin – Chief Country Representative, 22 596 51 20

Capgemini, Infrastructure ServicesCountry (HQ): FranceDate started in Poland: 2006Number of employees: 1800Specific services offered: Service desk, Usługi Wsparcia i Transformacji Infrastruktury IT, IT Project Management, Zarządzanie procesami ITIL, HostingManagement in Poland: Daniel Habrat, Daniel.habrat@capgemini.com; Marcin Nowak, marcin.a.nowak@capgemini.comExpansion plans: Combined with centres in Katowice, Krakow and Opole, will increase employment by 400 people.

Centrum Likwidacji Szkód Masowych Generali Country (HQ): ItalyDate started in Poland: 2010Number of employees: 100Specific services offered: Customer support

ComarchDate started in Poland: 2007Number of employees: 170Specific services offered: BPO/ ITO, Outsourcing IT services, IT solutions and help, software & hardware supportManagement in Poland: Janusz Filipiak – President of the Board

Contact Center Sp. z o.o.Date started in Poland: 1999Number of employees: In Poland: 5915, in Katowice 529Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

CYCLADDate started in Poland: 2007Number of employees: 55Specific services offered: IT/BPO/ITO

Deloitte BPOCountry (HQ): Poland/UKDate started in Poland: 2008Number of employees: 13Specific services offered: Bookkeeping, accounting, payroll and HR administration

DisplayLinkCountry (HQ): USADate started in Poland: 2008Number of employees: 20Specific services offered: ICT outsourcing/R&DManagement in Poland: Mariusz Tomaka – Prezes Zarządu, 32 721 84 00

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Outsourcing and Shared Service Centers in Poland

WrocławOpole

Szczecin

Zielona Góra

Poznań

Bydgoszcz Ciechanów

Mława

GdańskSopot

GdyniaElbląg

Tczew

Toruń

Konin

Piła

Pruszcz Gd.

Mierzyno

Lębork

Olsztyn

Rawa Mazowiecka

Grójec

Radom

Białystok

Kętrzyn

Rzeszów

LublinKielce

Kraków

Myślenice

Sandomierz

Krosno

Dąbrowa Górnicza

TarnowskieGóry

Częstochowa

ŁódźWARSAW

Bielsko-Biała

Katowice

Dąbrowa GórniczaAlbaArcelorMittal Shared Service Center EuropeDHL LogisticWipro

Gdynia

GliwiceGeneral MotorsGoyelloIsta Shared ServicesPregisTenneco

OpoleCall Center Inter GalacticaCapgemini, Infrastructure ServicesFuture ProcessingOpta dataPZU S.A./PZU Życie R.N.G.

Poznań

Łódź RadomCPD Ministerstwa FinansówEnergetyczne Centrum Europe CallingIdea Call CenterIntermedia Consulting M.Gajewski. J.BorekIron Mountain – CPDMultimedia InteractiveSMG/KRC – Call CentreTelbridge RadomTELECENTRUM

Szczecinarvato BertelsmannBL StreamColoplast Shared ServicesContact CenterGamelionGaveKalGenpactMetro Services PLMobicaNordic Consulting

& Development CompanyObject ConnectSonionStream Global ServicesTieto PolandTietoEnatorUnicredit Business PartnerUnizeto

Wrocław

arvato services Poland (Bertelsmann)

Bridgestone EBS European Business Services

Business Consulting CenterCarl ZeissCarlsberg Accounting Service

Center CiberConnectisContact CenterDalkia ServicesDeloitte BPODetica BAE SystemsDFDS SeawaysDuni European Financial

CentreEXIDE Technologies SSCExternal ServicesFranklin Templeton

Investments Center

GlaxoSmithKline Global IT Centre

GraceGrant Thornton FrąckowiakGrupa BCCExternal ServicesHedge PoleHoliconHoliday CheckIKEA Shared ServicesItella InformationitelligenceJeronimo Martins Polska KennametalCenter ServiceKle�mannLorenz Snack-World ServicesMagellan Software Poland MAN Accounting CenterMcKinsey&CompanySupport Services CenterMentor Graphics

MicrosoftOpen Text IT Competence CenterQ-PartnersRandstad Payroll SolutionsRoche IT Service CentreRule FinancialSamsung Electronics R&D

CenterSavvisSii IT outsourcingStarterStarter Truck ServicesTalexTelcordia Technologies (part of

Ericsson)UnileverW.R.GraceWikiaZETO

AGNAT Alcatel - Lucent PolandAsseco Poland AstaroAtos Origin IT ServicesBank BPH- Centrum

KorporacyjneBank PocztowyBazy i Systemy BankoweBibby Financial ServicesCentrum Obsługi BiznesuCentrum Obsługi Klienta PZUCPD – COR Poczty PolskiejCentrum Wsparcia Biznesu

Paweł RomanContact CenterCTDP Eniro PolskaFPA Group

GenesysJP Morgan PolandLivingstone Int’lMakromediaMobicaObsługa Klienta Biznesowego

Paweł CegielnikOrange / TP PostdataSambora Aleksandra KaźmierczakSDLSunrise SystemTEL-DATTelenova PolskaTeleplan PolandTm Service Roma BukoZespół Obsługi Klienta, ZETO

Bydgoszcz

ABB AccentureACS Solutions Poland/XeroxAMG.labAtos OriginBank PekaoBNP Paribas Fujitsu ServicesBosch&SiemensBSHBSS - Business Support Solution Cardif ServicesCERI InternationalCiti HandlowyCitiFinancialClariantComarch Contact CenterCWS-boco PolskaCybercom Poland

Dalkia ServicesDHL ExpressDimarEricpol TelecomFujitsu Technology SolutionGE Power ControlsHewlett-PackardIndesitInfosys BPO PolandINTERsoftLSIMacoLabMbank&MulitbankMellonMobicaNordeaNordea Operation CenterPhilipsPolkomtel

PTCRandstad Payroll SolutionsRule FinancialSAPSiiSouthWestern BPS PolandT-MobileTate&LyleTelecaTELMONTomTomTP Transition TechnologiesUnicreditoVirtual ViewingVoiceWarta Insurance Group

Zielona GóraABD

PiłaPhillips

Koninarvato services

(branch of Bertelsmann Media)

Bydgoszcz ToruńAllegro IT CenterCemtelContact CenterCTDPCyfrowy PolsatItella InformationManpower PolskaRandstad PolskaTelbridgeTelmon

MierzynoCalling PolandOrangeSonion

SopotAtena Blue MediaGoyello

LęborkTIM Outsourcing

AcxiomArla FoodsArla Global Financial Service

Centre.AssecoBank BPH/GE CapitalBayer w PolsceService Center GdańskCall Center 24CompuwareContact CenterDom Finansowy QSEnergaFineosFirst Data Global Services

FluggerGateGourmetGeneral ElectricGeobanGoyelloGratka TechnologieHempelHK Finance&AccountingHumaxIBMImplixIntel Technology PolandJeppesen by BoeingKainosLufthansa Systems

Marine Technology Centre Co.Masterlease (Futura Leasing,

Prime Car Management)Meritum BankMetsa GroupNation-ENcomputingNearshoring SolutionsNordea Bank PolandNordic ServicesOIE SupportOKE PolandPBP ENAMORPlaysoftPZU

SigardenSIISolwitSony Pictures Global Business

ServicesStefaniniSynopsysTIM Call CenterTranscomUTC Fire& SecurityWillisWipro BPOYoung Digital PlanetZensar Technologies

3MC Poland Warsaw7NABGABN AmroAccentureAcxiomADDICO J.Górska i E.SzumlakAdecco PolandADP PolandAegonAkademia Rozwoju Systemów

SieciowychAlcatel-Lucent PolskaAntal InternationalARPI & PartnersArteriaarvato services (branch of

Bertelsmann Media)Asseco Business SolutionsAsseco Poland Region RzeszówAstraZeneca Pharma PolandAtemisAthenasoftATT 2000AutodeskAvonAxel SpringerBaker Tilly PolandBanComBatex Biuro RachunkoweBetacomBillenniumBLOOMING TechnologiesBonairBOŚBritenetBSHBST EURO-CENTRUMBusiness Consulting SolutionsC-LandCapgemini PolskaCarrywater GroupCentrum Gospodarczego Doradztwa

StrategicznegoCitibank Europe PLC Poland

Branch

City GroupCommercial Union Call centerCommunication ServiceCompComputer AssociatesCompuwareComticaContact CenterContactPointContract AdministrationCTM Teleperformancedcs.plDeloitteDeloitte AudytDHL ExpressDiehl ControlsDimarDirect CommunicationDynamic GenerationEricssonEsselteEuro-in i PartnerzyEuronet WorldwideEuropejski Fundusz

PrzedsiębiorczościEurotronicEver GrupaEvercomExact Software PolandExorigoExtorFingroup PolskaFirst Data (PolCard)FK SERWISFPA GroupGBI SpółkaGDF IT ConsultingGemiusGeneral ElectricGlaxoSmithKlineGoldman SachsGrant Thornton FPA OutsourcingGroupe LaserGrupa Marketingowa TAIGrupa MGI Akcept AudytGtech (Lottomatica)

Guest-TekHealthcare Consultants PolandHeuthesHewitt AssociatesHewlett-PackardHogartHudsonHumaxIBMIDS Scheer PolskaIFSIMPAQIndependent GroupInforsysInnovatikaIntegral TechnologiesIntelace Research Marcin MazurekintelligenceIntentiaInter Partner AssistanceInterGest PolandIntergraph EuropeIQFMIT Business CentreIT Business Consulting GroupIT CommerceIT ECSItella InformationIWNiSE Instytut Wdrożeń Norm i

Standardów EuropejskichJavartJones Lang LaSalle Group ServicesKancelaria Podatkowa Beata

Kuszewska i WspólnicyKidKloepfel ConsultingKoncept 4UKonslanet HoldingKorycka, Budziak & AudytorzyKrajowa Izba Gospodarcza

Elektroniki i TelekomunikacjiLawson SoftwareLiberty MutualLinea Directa CommunicationsLionbridgeLogitel

M2 NetMacrologicMAD System D.Dziewanowski,

M.GrzybowskiMagoManagement Data SystemsMatrix.plMC Stone ConsultingMcKinsey & Company PolandMCX SystemsMellonMGGMicrosoftMKJMobicaNextiraOne PolskaOcé PolandOctagonetOmnikomOpera SoftwareOracle PolandOSG Records ManagementOutsource Center PolandOutsourcing ExpertsP.B.A. Doradztwo Personalne Jarosz

BąkiewiczP4 PlayMobilePartner Holding ManagementPayrollCenterPBS PolskaPharmaceutical Research AssociatesPLL LOTProcess SolutionsProcter&GambleProdemio Regus Business Center

WarszawaProgress SoftwareProkom SoftwarePROTOSSProvident PolandPTCPTK Centertel / OrangePwC PolskaPZU Centrum OperacjiQumak-SekomR & S LIMIT

Randstad Payroll SolutionsRBSRenaultRocheRodan SystemsRoedl OutsourcingRR Donnelley Document SolutionsS&T Services PolandSageSales ServiceSamsung Electronics PolandSAS InstituteSchneider ElectricSellpointSERCOM SOLUTIONSSignitySiiSimpleSitelSkyline InvestmentSoftlab TradeSoftomasz Softtutor ConsultingSR PolandStatConsultingSupremisSygnitySymantecSynergy PolskaTchiboTechnicolorTeleperformance PolskaTieto PolandTIM Outsourcing Piotr KałużnyTMF PolskaTNT ExpressTranscomTransition TechnologiesUpdate CRMWaproWarsaw Software GroupWebtelWipro PolandXeroxYellow Media Group

TczewContact CenterEaton AutomotiveWitax

Gdańsk

Warsaw

Pruszcz GdańskiHumax

ElblągAlstomBest S. A.Contact CenterInfo PowerOpegieka

OlsztynCentrum Rozliczeniowe Banku CITI HandlowegoTranscom Worldwide Poland France Telecomm

KętrzynPhilips

CiechanówContact Center

BiałystokCentrum Informatyki “ZETO”INTRATEL Qburst Poland SICC Transition Technologies

GrójecFaurecia

MławaLG Electronix

Rawa MazowieckaContact Center

Asseco Business SolutionsBritenetBZ WBKCentrum Obsługi Klienta

Detalicznego PKO BP

ComarchCompuGroup MedicalCRH Żagiele-courteLeader

Emperia InfoGenpactInfiniteKredyt BankMikroBIT

Orange Costumer ServiceOrange Polska Accounting

Operations CentrePCMPKO Faktoring

ProamaSollers ConsultingSyntea Business SolutionsWarta 24 PlusZeto

Lublin

KrosnoContact Center

SandomierzPilkington Automotive

MyśleniceCooper-Standard

AlbitALBIT AltarBC&O PolskaBiomedic INFOBiurexCall Center Inter GalacticaCenterITCSK ZETOComplexComputers

Contact CenterF.U.H Older (call centre

Play)Impel Business SolutionsInfonetaxInfover Kolporter InfoKophard SoftwareMaN ComplexMansourcing

MedicoverMJ Sysems Magdalena

MichalskaNOM (Niezależny Operator

Międzystrefowy)PctumPKB infoPodatki i rachunkowość

RusekPI Prokomp

PT-I “Zubix”PT-I SotronikPUI “Mario-Soft”SanekSimple OutsourcingSmartwayTelbridgeTeledirectUCMS Group

Carlson Wagonlit TravelCentrum Usług

Finansowych ACP Pharma

Centrum Zastosowań Informatycznych

Contact Center

ContactPointCross JeansHamilton SundstrandICN Polfa RzeszówK&K SELECTOrange Costumer

Service

Pratt&WhitneySanofi AventisSoft SystemSystemy Informatyczne

Set(h)ZETO-Rzeszów

7geoABB CBR & CFAccounting Plaza Central EuropeACS XeroxA�liated Computer Services of PolandAFSAirline Accounting Center (Lufthansa)AkamaiAlexander Mann SolutionsAmer SportsAmway European Business CentreAntenna Volantis SytemsAon HewittAprisoAVEREAST GROUPAZSoftBayerBNP ParibasBrown Brothers HarrimanCapgemini, Business Process

OutsourcingCapitaCapnor Poland

CBB Call CenterCCA - Contact Center AZSoftCGI Information Systems and

Management ConsultantsCH2M HILLChatham FinancialCISCOCli�ord ThamesComarchCommunication FactoryContact CenterDeloitte BPODelphi Centrum TechniczneDelphi SSCDelta Vista PolandDigitlandDreamLab Onet.plEcolabEDFElectrolux CK-FElement14Elettric 80EPAM Systems

Ericpol TelecomESETEuroclearEuroscript PolandExultFarnell Element 14Flying FishFMC TechnologiesFortis BankFQS Poland (Fujitsu)GenpactGoogle Operations CentreHCL PolandHeinekenHerbalifeHewitt AssociatesHitachi Data SystemsHSBC Service Delivery (Polska)HTS-ComarchIBM BTOIBM Poland & IBM BTO Business

Consulting ServicesIBM SWG Lab

IFSIloop MobileIntelenet European ServicesInternational Paper PolandJohnson & JohnsonKenexaLastminuteLufthansa Airline Accounting CenterLumesseLurgi PolandLuxoftMetrosoft PolandModisMotorola GSCNokia SimensOcadoOraclePerkin ElmerPhilip Morris Int’l Service Center

EuropePliva CracowPNO ConsultantsPwC

Quorum InternationalRolls Royce MarineRR Donnelley EuropeRWESabre Holdings ECOSabre SSCSelvitaSercoShell Shared Service Centre PolandSiiSoftware MindState Street ServicesTechTeam GlobalTeleinventionTesco PolandUBS Poland Service CentreUPM KymmeneVesuvius (Cookson)Wyse Technology

4EverNETArchidocArinso People ServicesArteria/GallupAsseco Poland Asseco SystemsBaronaBombardierCapgemini, Infrastructure ServicesCentrum Likwidacji Szkód Masowych

GeneraliComarchContact CenterCYCLADDeloitte BPODisplayLinkENIRO Poland

Ericsson GSDCErnst&YoungEton Park Capital

Management/RuchGrant Thornton InternationalGrupa ŻywiecHireRight PolandING Services PolandIsta Shared ServicesIT4QKatowicki Holding WęglowyKroll OntrackMaksimumMentor GraphicsNeublocNorthgate Arinso PolandOEX/Archidoc

OracleOrange Poczta PolskaProximetry PolandPwC SDCRockwell AutomationRuch SteriaTauron (Vattenfall)Tele-Fonika KableUnileverUPCWarta [Alarm Centre Warta]WebanywhereWipro

Kielce

Rzeszów

KrakówTarnowskie GórySitel

CzęstochowaTRW Automotive

Sosnowiec

SosnowiecContact Center

TychyOrange

Chorzów

Bielsko-BiałaAvioCF-K Grupy Żywiec Cooper-Standard Automotive Polska EnerSysFiat Services Polska

Katowice

BytomContact Center Liberty

BytomGliwice

ACNAtosBecton DickinsonBL StreamBNY MellonCapgemini, Software Solutions CenterCasus FinanceCatlinCenter of Excellence Credit SuisseCentral Europe BPOCredit SafeCreditsafeDiehl ControlsDolbyEnabledwareErnst&YoungEspotelFagor MastercookGeobangetsixGlobal e-Business Operations (HP)GoogleHicronIBM Global Services Delivery Centre

PolandImpelInfusionIrevnaJP WeberKPIT CumminsKruk

LuxoftMcKinsey&CompanyMinetronicsMphasisNokia Siemens NetworksOpera SoftwarePNC (PFPC)PPGQADQatar AirwaysQiagenRandstad Payroll SolutionsREC GlobalRedkneeRemy InternationalResearch & Engineering CenterRinfRuukkiSantander Consumer BankSiemens AGSiiSMTTechlandTequila MobileTieto PolandUPSViessmannVolvoWabcoWhirlpoolWipro

A&A BiotechnologyADVA Optical NetworkingAsseco PolandBESTDet Norske VeritasGeobanMisysNordea Bank PolandPPG Coating Poland

Reuters EuropeSony Pictures Global Business

ServicesSpeednetStar Reefers PolandStefaniniTelemobile ElectronicsThomson ReutersWNS Global Services

31

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Outsourcing and Shared Service Centers in Poland

WrocławOpole

Szczecin

Zielona Góra

Poznań

Bydgoszcz Ciechanów

Mława

GdańskSopot

GdyniaElbląg

Tczew

Toruń

Konin

Piła

Pruszcz Gd.

Mierzyno

Lębork

Olsztyn

Rawa Mazowiecka

Grójec

Radom

Białystok

Kętrzyn

Rzeszów

LublinKielce

Kraków

Myślenice

Sandomierz

Krosno

Dąbrowa Górnicza

TarnowskieGóry

Częstochowa

ŁódźWARSAW

Bielsko-Biała

Katowice

Dąbrowa GórniczaAlbaArcelorMittal Shared Service Center EuropeDHL LogisticWipro

Gdynia

GliwiceGeneral MotorsGoyelloIsta Shared ServicesPregisTenneco

OpoleCall Center Inter GalacticaCapgemini, Infrastructure ServicesFuture ProcessingOpta dataPZU S.A./PZU Życie R.N.G.

Poznań

Łódź RadomCPD Ministerstwa FinansówEnergetyczne Centrum Europe CallingIdea Call CenterIntermedia Consulting M.Gajewski. J.BorekIron Mountain – CPDMultimedia InteractiveSMG/KRC – Call CentreTelbridge RadomTELECENTRUM

Szczecinarvato BertelsmannBL StreamColoplast Shared ServicesContact CenterGamelionGaveKalGenpactMetro Services PLMobicaNordic Consulting

& Development CompanyObject ConnectSonionStream Global ServicesTieto PolandTietoEnatorUnicredit Business PartnerUnizeto

Wrocław

arvato services Poland (Bertelsmann)

Bridgestone EBS European Business Services

Business Consulting CenterCarl ZeissCarlsberg Accounting Service

Center CiberConnectisContact CenterDalkia ServicesDeloitte BPODetica BAE SystemsDFDS SeawaysDuni European Financial

CentreEXIDE Technologies SSCExternal ServicesFranklin Templeton

Investments Center

GlaxoSmithKline Global IT Centre

GraceGrant Thornton FrąckowiakGrupa BCCExternal ServicesHedge PoleHoliconHoliday CheckIKEA Shared ServicesItella InformationitelligenceJeronimo Martins Polska KennametalCenter ServiceKle�mannLorenz Snack-World ServicesMagellan Software Poland MAN Accounting CenterMcKinsey&CompanySupport Services CenterMentor Graphics

MicrosoftOpen Text IT Competence CenterQ-PartnersRandstad Payroll SolutionsRoche IT Service CentreRule FinancialSamsung Electronics R&D

CenterSavvisSii IT outsourcingStarterStarter Truck ServicesTalexTelcordia Technologies (part of

Ericsson)UnileverW.R.GraceWikiaZETO

AGNAT Alcatel - Lucent PolandAsseco Poland AstaroAtos Origin IT ServicesBank BPH- Centrum

KorporacyjneBank PocztowyBazy i Systemy BankoweBibby Financial ServicesCentrum Obsługi BiznesuCentrum Obsługi Klienta PZUCPD – COR Poczty PolskiejCentrum Wsparcia Biznesu

Paweł RomanContact CenterCTDP Eniro PolskaFPA Group

GenesysJP Morgan PolandLivingstone Int’lMakromediaMobicaObsługa Klienta Biznesowego

Paweł CegielnikOrange / TP PostdataSambora Aleksandra KaźmierczakSDLSunrise SystemTEL-DATTelenova PolskaTeleplan PolandTm Service Roma BukoZespół Obsługi Klienta, ZETO

Bydgoszcz

ABB AccentureACS Solutions Poland/XeroxAMG.labAtos OriginBank PekaoBNP Paribas Fujitsu ServicesBosch&SiemensBSHBSS - Business Support Solution Cardif ServicesCERI InternationalCiti HandlowyCitiFinancialClariantComarch Contact CenterCWS-boco PolskaCybercom Poland

Dalkia ServicesDHL ExpressDimarEricpol TelecomFujitsu Technology SolutionGE Power ControlsHewlett-PackardIndesitInfosys BPO PolandINTERsoftLSIMacoLabMbank&MulitbankMellonMobicaNordeaNordea Operation CenterPhilipsPolkomtel

PTCRandstad Payroll SolutionsRule FinancialSAPSiiSouthWestern BPS PolandT-MobileTate&LyleTelecaTELMONTomTomTP Transition TechnologiesUnicreditoVirtual ViewingVoiceWarta Insurance Group

Zielona GóraABD

PiłaPhillips

Koninarvato services

(branch of Bertelsmann Media)

Bydgoszcz ToruńAllegro IT CenterCemtelContact CenterCTDPCyfrowy PolsatItella InformationManpower PolskaRandstad PolskaTelbridgeTelmon

MierzynoCalling PolandOrangeSonion

SopotAtena Blue MediaGoyello

LęborkTIM Outsourcing

AcxiomArla FoodsArla Global Financial Service

Centre.AssecoBank BPH/GE CapitalBayer w PolsceService Center GdańskCall Center 24CompuwareContact CenterDom Finansowy QSEnergaFineosFirst Data Global Services

FluggerGateGourmetGeneral ElectricGeobanGoyelloGratka TechnologieHempelHK Finance&AccountingHumaxIBMImplixIntel Technology PolandJeppesen by BoeingKainosLufthansa Systems

Marine Technology Centre Co.Masterlease (Futura Leasing,

Prime Car Management)Meritum BankMetsa GroupNation-ENcomputingNearshoring SolutionsNordea Bank PolandNordic ServicesOIE SupportOKE PolandPBP ENAMORPlaysoftPZU

SigardenSIISolwitSony Pictures Global Business

ServicesStefaniniSynopsysTIM Call CenterTranscomUTC Fire& SecurityWillisWipro BPOYoung Digital PlanetZensar Technologies

3MC Poland Warsaw7NABGABN AmroAccentureAcxiomADDICO J.Górska i E.SzumlakAdecco PolandADP PolandAegonAkademia Rozwoju Systemów

SieciowychAlcatel-Lucent PolskaAntal InternationalARPI & PartnersArteriaarvato services (branch of

Bertelsmann Media)Asseco Business SolutionsAsseco Poland Region RzeszówAstraZeneca Pharma PolandAtemisAthenasoftATT 2000AutodeskAvonAxel SpringerBaker Tilly PolandBanComBatex Biuro RachunkoweBetacomBillenniumBLOOMING TechnologiesBonairBOŚBritenetBSHBST EURO-CENTRUMBusiness Consulting SolutionsC-LandCapgemini PolskaCarrywater GroupCentrum Gospodarczego Doradztwa

StrategicznegoCitibank Europe PLC Poland

Branch

City GroupCommercial Union Call centerCommunication ServiceCompComputer AssociatesCompuwareComticaContact CenterContactPointContract AdministrationCTM Teleperformancedcs.plDeloitteDeloitte AudytDHL ExpressDiehl ControlsDimarDirect CommunicationDynamic GenerationEricssonEsselteEuro-in i PartnerzyEuronet WorldwideEuropejski Fundusz

PrzedsiębiorczościEurotronicEver GrupaEvercomExact Software PolandExorigoExtorFingroup PolskaFirst Data (PolCard)FK SERWISFPA GroupGBI SpółkaGDF IT ConsultingGemiusGeneral ElectricGlaxoSmithKlineGoldman SachsGrant Thornton FPA OutsourcingGroupe LaserGrupa Marketingowa TAIGrupa MGI Akcept AudytGtech (Lottomatica)

Guest-TekHealthcare Consultants PolandHeuthesHewitt AssociatesHewlett-PackardHogartHudsonHumaxIBMIDS Scheer PolskaIFSIMPAQIndependent GroupInforsysInnovatikaIntegral TechnologiesIntelace Research Marcin MazurekintelligenceIntentiaInter Partner AssistanceInterGest PolandIntergraph EuropeIQFMIT Business CentreIT Business Consulting GroupIT CommerceIT ECSItella InformationIWNiSE Instytut Wdrożeń Norm i

Standardów EuropejskichJavartJones Lang LaSalle Group ServicesKancelaria Podatkowa Beata

Kuszewska i WspólnicyKidKloepfel ConsultingKoncept 4UKonslanet HoldingKorycka, Budziak & AudytorzyKrajowa Izba Gospodarcza

Elektroniki i TelekomunikacjiLawson SoftwareLiberty MutualLinea Directa CommunicationsLionbridgeLogitel

M2 NetMacrologicMAD System D.Dziewanowski,

M.GrzybowskiMagoManagement Data SystemsMatrix.plMC Stone ConsultingMcKinsey & Company PolandMCX SystemsMellonMGGMicrosoftMKJMobicaNextiraOne PolskaOcé PolandOctagonetOmnikomOpera SoftwareOracle PolandOSG Records ManagementOutsource Center PolandOutsourcing ExpertsP.B.A. Doradztwo Personalne Jarosz

BąkiewiczP4 PlayMobilePartner Holding ManagementPayrollCenterPBS PolskaPharmaceutical Research AssociatesPLL LOTProcess SolutionsProcter&GambleProdemio Regus Business Center

WarszawaProgress SoftwareProkom SoftwarePROTOSSProvident PolandPTCPTK Centertel / OrangePwC PolskaPZU Centrum OperacjiQumak-SekomR & S LIMIT

Randstad Payroll SolutionsRBSRenaultRocheRodan SystemsRoedl OutsourcingRR Donnelley Document SolutionsS&T Services PolandSageSales ServiceSamsung Electronics PolandSAS InstituteSchneider ElectricSellpointSERCOM SOLUTIONSSignitySiiSimpleSitelSkyline InvestmentSoftlab TradeSoftomasz Softtutor ConsultingSR PolandStatConsultingSupremisSygnitySymantecSynergy PolskaTchiboTechnicolorTeleperformance PolskaTieto PolandTIM Outsourcing Piotr KałużnyTMF PolskaTNT ExpressTranscomTransition TechnologiesUpdate CRMWaproWarsaw Software GroupWebtelWipro PolandXeroxYellow Media Group

TczewContact CenterEaton AutomotiveWitax

Gdańsk

Warsaw

Pruszcz GdańskiHumax

ElblągAlstomBest S. A.Contact CenterInfo PowerOpegieka

OlsztynCentrum Rozliczeniowe Banku CITI HandlowegoTranscom Worldwide Poland France Telecomm

KętrzynPhilips

CiechanówContact Center

BiałystokCentrum Informatyki “ZETO”INTRATEL Qburst Poland SICC Transition Technologies

GrójecFaurecia

MławaLG Electronix

Rawa MazowieckaContact Center

Asseco Business SolutionsBritenetBZ WBKCentrum Obsługi Klienta

Detalicznego PKO BP

ComarchCompuGroup MedicalCRH Żagiele-courteLeader

Emperia InfoGenpactInfiniteKredyt BankMikroBIT

Orange Costumer ServiceOrange Polska Accounting

Operations CentrePCMPKO Faktoring

ProamaSollers ConsultingSyntea Business SolutionsWarta 24 PlusZeto

Lublin

KrosnoContact Center

SandomierzPilkington Automotive

MyśleniceCooper-Standard

AlbitALBIT AltarBC&O PolskaBiomedic INFOBiurexCall Center Inter GalacticaCenterITCSK ZETOComplexComputers

Contact CenterF.U.H Older (call centre

Play)Impel Business SolutionsInfonetaxInfover Kolporter InfoKophard SoftwareMaN ComplexMansourcing

MedicoverMJ Sysems Magdalena

MichalskaNOM (Niezależny Operator

Międzystrefowy)PctumPKB infoPodatki i rachunkowość

RusekPI Prokomp

PT-I “Zubix”PT-I SotronikPUI “Mario-Soft”SanekSimple OutsourcingSmartwayTelbridgeTeledirectUCMS Group

Carlson Wagonlit TravelCentrum Usług

Finansowych ACP Pharma

Centrum Zastosowań Informatycznych

Contact Center

ContactPointCross JeansHamilton SundstrandICN Polfa RzeszówK&K SELECTOrange Costumer

Service

Pratt&WhitneySanofi AventisSoft SystemSystemy Informatyczne

Set(h)ZETO-Rzeszów

7geoABB CBR & CFAccounting Plaza Central EuropeACS XeroxA�liated Computer Services of PolandAFSAirline Accounting Center (Lufthansa)AkamaiAlexander Mann SolutionsAmer SportsAmway European Business CentreAntenna Volantis SytemsAon HewittAprisoAVEREAST GROUPAZSoftBayerBNP ParibasBrown Brothers HarrimanCapgemini, Business Process

OutsourcingCapitaCapnor Poland

CBB Call CenterCCA - Contact Center AZSoftCGI Information Systems and

Management ConsultantsCH2M HILLChatham FinancialCISCOCli�ord ThamesComarchCommunication FactoryContact CenterDeloitte BPODelphi Centrum TechniczneDelphi SSCDelta Vista PolandDigitlandDreamLab Onet.plEcolabEDFElectrolux CK-FElement14Elettric 80EPAM Systems

Ericpol TelecomESETEuroclearEuroscript PolandExultFarnell Element 14Flying FishFMC TechnologiesFortis BankFQS Poland (Fujitsu)GenpactGoogle Operations CentreHCL PolandHeinekenHerbalifeHewitt AssociatesHitachi Data SystemsHSBC Service Delivery (Polska)HTS-ComarchIBM BTOIBM Poland & IBM BTO Business

Consulting ServicesIBM SWG Lab

IFSIloop MobileIntelenet European ServicesInternational Paper PolandJohnson & JohnsonKenexaLastminuteLufthansa Airline Accounting CenterLumesseLurgi PolandLuxoftMetrosoft PolandModisMotorola GSCNokia SimensOcadoOraclePerkin ElmerPhilip Morris Int’l Service Center

EuropePliva CracowPNO ConsultantsPwC

Quorum InternationalRolls Royce MarineRR Donnelley EuropeRWESabre Holdings ECOSabre SSCSelvitaSercoShell Shared Service Centre PolandSiiSoftware MindState Street ServicesTechTeam GlobalTeleinventionTesco PolandUBS Poland Service CentreUPM KymmeneVesuvius (Cookson)Wyse Technology

4EverNETArchidocArinso People ServicesArteria/GallupAsseco Poland Asseco SystemsBaronaBombardierCapgemini, Infrastructure ServicesCentrum Likwidacji Szkód Masowych

GeneraliComarchContact CenterCYCLADDeloitte BPODisplayLinkENIRO Poland

Ericsson GSDCErnst&YoungEton Park Capital

Management/RuchGrant Thornton InternationalGrupa ŻywiecHireRight PolandING Services PolandIsta Shared ServicesIT4QKatowicki Holding WęglowyKroll OntrackMaksimumMentor GraphicsNeublocNorthgate Arinso PolandOEX/Archidoc

OracleOrange Poczta PolskaProximetry PolandPwC SDCRockwell AutomationRuch SteriaTauron (Vattenfall)Tele-Fonika KableUnileverUPCWarta [Alarm Centre Warta]WebanywhereWipro

Kielce

Rzeszów

KrakówTarnowskie GórySitel

CzęstochowaTRW Automotive

Sosnowiec

SosnowiecContact Center

TychyOrange

Chorzów

Bielsko-BiałaAvioCF-K Grupy Żywiec Cooper-Standard Automotive Polska EnerSysFiat Services Polska

Katowice

BytomContact Center Liberty

BytomGliwice

ACNAtosBecton DickinsonBL StreamBNY MellonCapgemini, Software Solutions CenterCasus FinanceCatlinCenter of Excellence Credit SuisseCentral Europe BPOCredit SafeCreditsafeDiehl ControlsDolbyEnabledwareErnst&YoungEspotelFagor MastercookGeobangetsixGlobal e-Business Operations (HP)GoogleHicronIBM Global Services Delivery Centre

PolandImpelInfusionIrevnaJP WeberKPIT CumminsKruk

LuxoftMcKinsey&CompanyMinetronicsMphasisNokia Siemens NetworksOpera SoftwarePNC (PFPC)PPGQADQatar AirwaysQiagenRandstad Payroll SolutionsREC GlobalRedkneeRemy InternationalResearch & Engineering CenterRinfRuukkiSantander Consumer BankSiemens AGSiiSMTTechlandTequila MobileTieto PolandUPSViessmannVolvoWabcoWhirlpoolWipro

A&A BiotechnologyADVA Optical NetworkingAsseco PolandBESTDet Norske VeritasGeobanMisysNordea Bank PolandPPG Coating Poland

Reuters EuropeSony Pictures Global Business

ServicesSpeednetStar Reefers PolandStefaniniTelemobile ElectronicsThomson ReutersWNS Global Services

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BPO/SSC Companies in Poland

ENIRO PolandCountry (HQ): SwedenDate started in Poland: 2001Number of employees: 100Specific services offered: BPO/Call CentreManagement in Poland: Bożena Chmietarczyk – CEO, 22 289 20 00

Ericsson GSDCCountry (HQ): SwedenDate started in Poland: 2009Number of employees: 100Specific services offered: BPO/ITO

Ernst&YoungCountry (HQ): UKDate started in Poland: 1992Number of employees: 57Specific services offered: BPO services relating to the keeping of books of account and payroll records, using the

latest technology and employing processes of the high-est world qualityManagement in Poland: Duleep Aluwihare – Prezes Zarządu Ernst & Young Poland

Eton Park Capital Management/RuchNumber of employees: 200-300Specific services offered: SSC

Grant Thornton InternationalCountry (HQ): UKDate started in Poland: 2007Number of employees: 240Specific services offered: BPO, audit, accountancy outsourcing, tax advisory services and business adviceManagement in Poland: Tomasz Wróblewski – Managing Partner, 61 625 11 33

Grupa ŻywiecCity of activity in Poland: ŻywiecCountry (HQ): The Netherlands

Date started in Poland: 2011Number of employees: 260Specific services offered: CC

HireRight Poland Sp. z o.o.Country (HQ): USADate started in Poland: 2004Number of employees: 190Specific services offered: HR/Consulting

ING Services PolandCountry (HQ): The NetherlandsDate started in Poland: 2003Number of employees: 400Specific services offered: SSC/ITManagement in Poland: Magdalena Nowicka – Prezes Zarządu

Ista Shared ServicesCountry (HQ): GermanyDate started in Poland: 1997

Manager’s Profile

Dave DeaneHead of Fujitsu Global Delivery Centre in Łódź Fujitsu Technology Services Sp. z o.o. Parent Company: Fujitsu (Tokyo)

What is Fujitsu doing in Poland? Fujitsu Global Delivery Centre in Łódź opened in March 2009 and serves as a key hub in Fujitsu’ s Global Delivery Framework with current headcount of 550+ people. We are operating primarily as a Service Desk supporting Fujitsu’s European and Global Clients in the Financial Services, Re-tail, Transport, Manufacturing, Public Sector and several other sectors who have a need for highly-skilled, informed and empowered IT Specialists. We are offering our clients ac-cess to excellent European multi-lingual skills at a competitive cost base for an outsourced Service Desk together with a unique Sense and Respond® (Lean) approach to deliver-ing continuous improvement and innovation. This all forms part of the DNA of Fujitsu`s organization.

Why did your company set up operations in Poland, and in particular in Łódź:Concerning Poland, it is a mature marketplace with an established political, commercial and legal framework. The Polish Government is making significant investments in both infra-structure and education and are encourag-ing investment in Poland through subsidies. Specifically to the choice of Łódź, there is an excellent quality of workforce in Łódź, with competitive salary levels, and our staff have multilingual backgrounds and are keen to work in the IT support industry. It’s also easily accessible to and from many destinations.

How has your business changed in Poland over the last few years? And what do your foresee in the next 2-3 years?Within last 4 years the largest changes are

that we have grown from zero employees to more than 550, and from first line support to second and third line. In the beginning, we supported one customer – now we sup-port 22 across multiple geographies – (with many customers in our pipeline). The plan for the next two / three years is quite simple: to grow from 550+ employees to 1000+.

Do you provide external services to un-related companies?

In essence no: the services provided by Fujitsu are to a well-established global cus-tomer base.

Any “pearls of wisdom” for other firms considering setting up BPO/SSC opera-tions in Poland?If you are coming from overseas, make sure you understand the Polish market and, par-ticularly, the legal framework (especially, the labour code). If you do not have these skills in-house, buy them in to avoid any problems early on.

Choose a city that has a good track re-cord of helping inward investors: check with existing companies operating in your cho-sen city – do the homework. And ensure

that your city of choice has a large number of local universities in order to access highly skilled and well educated people.

Employee Issues: Within 2 – 3 years we have increased the number of people by over 400 and we are planning do to the same within the next 2 years. We have found technical skills to fit our needs – we also believe that, in the fu-ture, we shouldn’t struggle to find more IT talent within Poland. In regards to languages – although it is quite easy to find English and German speakers, recruitment of other lan-guages might be a challenge when the sched-ule is tight.

Biggest positive and negative surprises about setting operations:One of the biggest positives is the ongoing cooperation with local authorities in Łódź, especially the Investor Office and the UM£. Secondly, high quality and availability of office space at a reasonable price. Biggest negative surprise relates to some aspects of the la-bour code: for sure, there seems to be a willingness to change but this is not happen-ing at lightning speed.

Specific cost savings that your firm has achieved:As Fujitsu in Łódź is servicing customers from across the globe, it is difficult to be more specific than using percentages: typi-cally, there is a cost saving of between 20% - 40%. Deane’s career with Fujitsu spans over 15 years with the first 10 of those years being spent in the UK building a strong grounding in Fujitsu’s service offerings: covering all aspects of the customer life cycle from initial engagement through to service delivery. Five years ago, Deane was asked to help set up the Global Delivery Centre in Łódź (on a 3 month assignment) and is here 5 years later still building and expanding the firm’s capabilities. “An amazingly, hard-working and enjoyable move to Poland.”

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BPO/SSC Companies in Poland

Number of employees: 138Specific services offered: F&A, customer support

IT4QDate started in Poland: 2008Number of employees: 15Specific services offered: BPO/ITOManagement in Poland: Wojciech Marciniak – Member of the Board, 32 700 78 00

Katowicki Holding WęglowyDate started in Poland: 2012Number of employees: 368Specific services offered: IT, HR, F&A, payroll process, office&archive, property management, transport managementManagement in Poland: Roman Łój – Prezes Zarządu KHW

Kroll OntrackCountry (HQ): USADate started in Poland: 2005Number of employees: 88Specific services offered: SSC, IT Customer Service, (data re-covery; computer forensics service and software,etc.)Management in Poland: Marek Suczyk – Managing Director

MaksimumDate started in Poland: 2007/2008Number of employees: 240Specific services offered: Customer support

Mentor GraphicsCountry (HQ): USADate started in Poland: 2004Number of employees: 220Specific services offered: R&D, Finance

NeublocCountry (HQ): USADate started in Poland: 2010Number of employees: 50Specific services offered: R&D Software DevelopmentManagement in Poland: Paweł Konon

Northgate Arinso PolandCountry (HQ): UKDate started in Poland: 2003Number of employees: 98Specific services offered: HR (payroll process outsourcing)Management in Poland: 32 736 71 00

OEX/ArchidocCity of activity in Poland: Katowice, ChorzówSpecific services offered: BPO/ITOManagement in Poland: Konrad Rochalski – Prezes Zarządu Katowice: 32 355 68 40, Chorzów: 32 721 99 01

OracleCountry (HQ): USADate started in Poland: 2012Number of employees: 58Specific services offered: IT – technical support

Orange S.A.Country (HQ): FranceDate started in Poland: n/aNumber of employees: n/aSpecific services offered: CC

Poczta PolskaNumber of employees: 0-100Specific services offered: SSC

Proximetry Poland Sp. z o.oCountry (HQ): USADate started in Poland: 2006Number of employees: 52Specific services offered: R&DManagement in Poland: Mirosław Ossysek – President, 32 258 06 82

PwC SDCCountry (HQ): Joint Venture: UK, Germany, CEE (Central Eastern Europe)Date started in Poland: 2009Number of employees: 505

Specific services offered: F&AManagement in Poland: Olga Grygier – President, Tomasz Reinfuss – Partner, Director Katowice Office

Rockwell AutomationCountry (HQ): USADate started in Poland: 2006Number of employees: 240Specific services offered: F&A/HR/Customer Care Center/R&DManagement in Poland: Sławomir Szpak – General Director Rockwell Automation in Poland, 32 720 80 00

Ruch S.A.Date started in Poland: 2012Number of employees: 240Specific services offered: F&A, payroll, business support invoices

SteriaCountry (HQ): FranceDate started in Poland: 2007Number of employees: 409Specific services offered: BPO/IT outsourcing/CC/service desk/monitoringManagement in Poland: Karine Brunet – CEO Steria Poland, Bruno Boquet-Dierctor GSC, 32 354 94 01

Tauron (Vattenfall)Country (HQ): n/aDate started in Poland: n/aNumber of employees: 160Specific services offered: SSCManagement in Poland: Andrzej Balsamski

Tele-Fonika KableDate started in Poland: 2012Number of employees: 200Specific services offered: Customer support – SalesManagement in Poland: Barbara J. Lundberg – Prezes Zarządu

Unilever Number of employees: 92Specific services offered: SSC, Logistics service Management in Poland: Matthias John – Unilever Ultralogistik

Unilever Country (HQ): UK/The NetherlandsDate started in Poland: 2008Number of employees: 92Specific services offered: Logistics service

Unilever Country (HQ): UK/The NetherlandsDate started in Poland: 2012Number of employees: 30Specific services offered: F&A

UPC Country (HQ): USADate started in Poland: 2008Number of employees: 100Specific services offered: CCManagement in Poland: Simon Boyd

Warta [Alarm Centre Warta]Number of employees: 50Specific services offered: Call centre

WebanywhereCountry (HQ): UKDate started in Poland: 2012Number of employees: 52Specific services offered: IT/R&DManagement in Poland: 32 630 41 37

WiproCountry (HQ): IndiaDate started in Poland: n/aNumber of employees: n/aSpecific services offered: F&A

Kielce

AlbitDate started in Poland: 1991Number of employees: 13Specific services offered: IT outsourcing

ALBIT Usługi Informatyczne Date started in Poland: 1991Number of employees: 13Specific services offered: ITManagement in Poland: 41 368 02 44

Altar Sp. z o.o.Date started in Poland: 1990Number of employees: 71Specific services offered: IT outsourcingManagement in Poland: Dariusz Borek – President, Marek Wesołowski – Member of board, Krzysztof Palacz – Member of board

BC&O Polska Spółka z ograniczoną odpowiedzialnością S.K.A.Date started in Poland: 2001Number of employees: 65Specific services offered: Outsourcing of broadly defined administrative servicesManagement in Poland: Mirosław Sroka – Prezes Zarządu, 41 367 80 03

Biomedic INFO Sp. z o.o.Date started in Poland: 2002Number of employees: 10Specific services offered: IT outsourcing

BiurexDate started in Poland: 1991Number of employees: 40Specific services offered: Financial and accounting, HR and payroll services

Call Center Inter Galactica Sp. z o.o.Date started in Poland: 2002Number of employees: 500÷1000Specific services offered: Outsourcing of sales force and call center servicesManagement in Poland: Pavlo Polishchuk – Project Manager, Call Center Inter Galactica Sp. z o.o.; ul. Szewska 6/7, 50-053 Wroclaw, 71 722 72 00, fax. 71 722 72 99,mobile 514 222 201, pavlo.polishchuk@ccig.pl www.ccig.pl

CenterIT Sp. z o.o.Date started in Poland: 2007Number of employees: 5Specific services offered: ITManagement in Poland: 41 346 24 40

Centrum Systemów Komputerowych ZETO SADate started in Poland: 2002Number of employees: 70Specific services offered: ITManagement in Poland: 41 36 42 200

ComplexComputers sp. zo.o.Date started in Poland: 1991Number of employees: 25Specific services offered: ITManagement in Poland: 41 368 06 01

Contact CenterCountry (HQ): FranceSpecific services offered: Call CenterManagement in Poland: Jakub Kłoczewiak – President of the Management Board

F.U.H Older (usługi Call Centre dla Play)Management in Poland: Dariusz Goch, 697 938 491

Impel Business Solutions oddział KielceNumber of employees: 8 (locally in Kielce)Specific services offered: Financial and accounting, HR and payroll services

INFONETAX Sp. z o.o.Date started in Poland: 2007

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BPO/SSC Companies in Poland

Number of employees: 20Management in Poland: 41 344 52 24

INFOVER S.A.Date started in Poland: 2001Number of employees: 123Management in Poland: 41 367 85 02

Kolporter INFO SA Country (HQ): Poland Number of employees: 2009 – 113Specific services offered: Help-Desk , Call-Center, Oprogramowanie dedykowane realizowane na zamówienie , Outsourcing IT Management in Poland: Prezes Jarosław Ambroziak

Kophard Software

MaN ComplexManagement in Poland: 41 332 74 00, 331 56 27

Mansourcing Sp. z o.o.Date started in Poland: 2012Number of employees: approx. 50Specific services offered: IT outsourcing, HR outsourcing (including recruitment, training, etc.)

Medicover oddział KielceDate started in Poland: 2007Number of employees: approx. 100

Specific services offered: Outsourcing of sales force and call center services

MJ Sysems Magdalena MichalskaDate started in Poland: 2011Number of employees: 2 (additionally people on specific task contracts if necessary)Specific services offered: IT outsourcing

NOM (Niezależny Operator Międzystrefowy)

PctumDate started in Poland: 1996Number of employees: ok..20-30Specific services offered: Financial and accounting, HR and payroll services

PKB info Date started in Poland: 2007Number of employees: 5Specific services offered: IT outsourcingManagement in Poland: 41 243 50 92

Podatki i rachunkowość Rusek Sp. z o.o.Date started in Poland: 1991Number of employees: 10Specific services offered: Financial and accounting, HR and payroll services

Przedsiębiorstwo Informatyczne PROKOMP Date started in Poland: 1994Number of employees: 4Specific services offered: IT outsourcingManagement in Poland: 41 362 92 44

Przedsiębiorstwo Techniczno – Informatyczne “ZUBIX” Sp. z o.o.Number of employees: 20Specific services offered: IT outsourcingManagement in Poland: 41 344 44 47, 344 44 48

Przedsiębiorstwo Teleinformatyczne SOTRONIKManagement in Poland: 41 242 16 67

Przedsiębiortwo Usług Informatycznych “Mario-Soft”Management in Poland: Mariusz Ciepluch, 605 350 264

Sanek Date started in Poland: 2009Number of employees: 90 (countrywide)Specific services offered: Outsourcing of sales force and call center services

Simple OutsourcingDate started in Poland: 2009Number of employees: 20 (out of which 4 in Kielce)Specific services offered: IT outsourcing,

Manager’s Profile

Wojciech MachManaging Director Luxoft Poland Parent Company: Luxoft, Moscow

When did you set up, and what are about your recent expansions? The development centers in Poland are now over 270 people strong and specialize in technology solutions for the travel, automo-tive, and finance industries. Luxoft Poland provides an optimal cost structure, offshore/onshore capabilities, and efficient communi-cations and processes to existing and new customers throughout Europe.

Luxoft Poland was established in 2010 in Krakow and provides application and prod-uct development services for large enter-prises. Luxoft’s development services are focused on quality, innovation, and customer service. With Luxoft Poland, our clients re-ceive the right mix of technology skills, in-dustry knowledge, proprietary processes and methodologies, and a choice of multiple engagement models.

You have multiple locations in Poland. Ex-plain the logic behind that.In Krakow, we have proximity to customers, availability of people with right skills and se-niority. In Wroclaw, we’re also close to our customers, and Wroclaw is a quickly grow-ing city with great support from ARAW. In Gdynia, it was decision driven by a client-relationship, combined with the availability of right talent, and less competition on the local market.

How has your business changed in Poland over the last two years? Aggressive growth of our business, from 0 to over 270 employees. Poland has emerged as key part of Luxoft’s delivery framework, with some of Global Luxoft functions based in Po-land now. And we’ve moved from a single-location to multiple presences country-wide.

Do you provide external services to unre-lated companies?Yes, we are IT service providers and we work with external customers.

Specific bits of advice to other firms con-sidering setting up operations:Choose the location wisely, look for good pre and post investment support from the region you’re considering.

Think about your availability scale up in mid and long term – consider supply of hu-man capital and the cost.

Talk to country-wide associations, they can help you out.

Employee Issues:We’ve grown rapidly from zero just 2 ½ years ago to our current number of 270. We want to introduce more junior staff, where appropriate. There seems to be a shortage of senior IT staff and their requested com-pensation is going up. On the other hand, you can see people in Poland embracing the newest technologies quickly.

What has surprised you positively/nega-tively about operating here?Positive: human capital, approach of the staffNegative: perception of the sector in the country, shortage of requested resources

Specific cost savings that your firm has achieved by operating in Poland?Look up salaries in IT in London/New York/Zurich and compare to Poland! Less for same quality of work.Wojciech Mach is managing director of Luxoft Poland. He is responsible for country operations, relationships with key customers and strategic partnerships within the country. Before joining Luxoft, Mach held several senior positions at Hewlett-Packard Corporation across EMEA and APJ regions, most recently as Operations and Growth Manager for HP Bulgaria Global Hub. Mach has over 10 years of extensive experience build-ing and managing large delivery business units in the IT services industry as well as creating brand recognition to drive growth in the marketplace.

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BPO/SSC Companies in Poland

HR outsourcing (including recruitment, training, etc.)

SmartwayCity of activity in Poland: Kielce/siedziba firmy CracowManagement in Poland: Jacek Batóg, 509 676 520

Telbridge Sp. z o.o. City of activity in Poland: Kielce siedziba firmy/call center w WarszawieManagement in Poland: 22 420 56 60

Teledirect Sp. z o.o.Date started in Poland: 2007Number of employees: 25÷35Specific services offered: Outsourcing of sales force and call center servicesManagement in Poland: Tomasz Ziemniak – Managing Director, mobile: 533 300 403

UCMS Group

Oddział w KielcachDate started in Poland: 2013Number of employees: approx. 30Specific services offered: Accounting, HR Administration, Payroll

Manager’s Profile

Wojciech SkrudlikCenter Head, Member of Management Board MAN Accounting Center Parent Company: MAN Truck & Bus AG, Munich, Germany

What exactly is MAN doing in Poland? MAN Accounting Center is a Shared Service Center for MAN entities providing finance, ac-counting, payroll and procurement services for 24 various MAN entities in 15 countries from Europe and Asia using 11 foreign languages. The center was established in September 2006 with a team of less than 50 employees. This number has grown to more than 300 em-ployees and an additional 40 temps. The high quality of our services, satisfaction of our cli-ents, employees’ contribution and innovative solutions contributed to the success of being awarded by Shared Service & Outsourcing Network (SSON) as best accounting center (Excellence Award 2011). Two years in a row (2012, 2013) the company has been granted an award Top Employer by the CRF institute.

Why did MAN set up in Poznan?The site location process was a lengthy and very thorough process. From 15 countries selected initially for the analysis, we created a shortlist of 5 and finally decided for Poland. The key drivers for Poland, apart from cost aspects, were the following: several years of MAN’s experience in Poland (production plants), avail-ability of highly educated employees, not big cultural differences to Germany where we have the biggest operations, legislation system, and governmental support instruments for foreign investors. Poznan was selected as our preferred city as we could easily find here staff with the right skill-sets for our operations (fo-cus was mainly on accounting in combination with German language skills). Other decisive factors were no over-concentration of SSCs/BPOs in the region, very good connectivity to our headquarters (4 times a day direct flights to Munich), good and supporting attitude of city authorities, and MAN’s existing presence (bus production plant near Poznan).

How your business changed much in recent years? Yes, definitely. We have been constantly migrat-ing new processes from Europe and Asia. For

instance in the last 2-3 years we have added 11 additional countries to our scope. This trend will continue although at not such an intensive speed I suspect.

Do you provide external services to unre-lated companies? No, MAN Accounting Center provides ser-vices only for MAN entities worldwide.

Any advice to other firms considering set-ting up BPO/SSC operations in Poland: Get as much information as possible by reference vis-its in existing centers and independent bodies that are close to the sector, for instance ABSL , where you can get connected to your peers who can help you in your initial steps. I would definitely recommend involving a consultant to help in setting up operations as opposed to in-venting things from scratch.

Employee Issues: At the moment we employ around 300 em-ployees and additionally 40 temps. Our migra-tion journey has not finished yet, therefore the number of employees will grow as we still have plans for further migrations of processes to our center. In our eyes, the newcomers (in our case mainly the university graduates) are well prepared when it comes to solid techni-cal knowledge (incl. language skills). What we lack sometimes is some soft skills required for this profession that we have to invest time in during the on-boarding process. In general we are very happy about our employees and as a

TOP Employer 2013 company we do our best to make them happy to be working for MAN.

Surprises about operating in Poland: What surprised us positively was the great sup-port from the local authorities as well as willing-ness of other existing centers to cooperate on the local market (HR workshops, joint events for students, a big CSR event we do together this year etc). We have not experienced many negative aspects. I think the biggest one was the rejection of our application by the Ministry of Economy to set up a special economic zone.

Specific cost savings achieved? Delivering cost savings was one of the funda-mental goals of establishing our center. But apart from millions of EUR cost savings already achieved what is our key objective is providing standardization of processes as well as produc-tivity increases while concurrently delivering the quality at a high level. Skrudlik is a Chartered accountant, graduated from Uni-versity of Economics in Krakow, and worked several years at Deloitte as an auditor. He then worked 5 years at Cap-gemini’s BPO center in Krakow holding various positions in the area of migrations of accounting and procurement processes from various European countries and the USA to Poland as well as daily supervision, standardization and optimization of BPO delivery processes. Head of MAN Ac-

counting Center in Poznan since 2009. Areas of expertise include: management of SSC/BPO companies, accounting and auditing. He is 37 years old, has a wife and two children. Hobbies: travelling, playing piano and aviation.

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BPO/SSC Companies in Poland

Łódź

ABBCountry (HQ): SzwajcariaDate started in Poland: 2008Number of employees: 20Specific services offered: IT

AccentureCountry (HQ): USADate started in Poland: 2005Number of employees: 80Specific services offered: IT

ACS Solutions Poland/XeroxCountry (HQ): USADate started in Poland: 2001Number of employees: 150Specific services offered: Finanse i księgowość

AMG.lab Sp. z o.o.Country (HQ): USADate started in Poland: 2011Number of employees: 150Specific services offered: IT, Oprogramowanie dedykowane, usługi dla technologii High Performance ComputingManagement in Poland: Piotr Waluch – Prezes Zarządu, 42 634 56 78

Atos OriginCountry (HQ): FranceNumber of employees: 85Specific services offered: Finance and accountingManagement in Poland: Monika Thompson

Bank Pekao SACountry (HQ): Italy/PolandNumber of employees: 300Specific services offered: Back-office, call centre

BNP Paribas Fujitsu Services

Bosch&Siemens

BSHCountry (HQ): GermanyDate started in Poland: 2007Number of employees: 50Specific services offered: R&D/IT

BSS – Business Support Solution S.A.Date started in Poland: 2010Number of employees: 332Specific services offered: Finanse i księgowośćManagement in Poland: Mariola Prazmowska

Cardif ServicesCountry (HQ): FranceDate started in Poland: 2007Number of employees: 170Specific services offered: Finance, accounting, call centre

CERI International Sp. z o.o.Date started in Poland: 2003Specific services offered: Business process outsourcing (BPO), Customer support services (contact center, claims)Management in Poland: Arkadiusz Sońta, Business Development Director, 601 364 210

Citi HandlowyCountry (HQ): USADate started in Poland: 2005Number of employees: 370Specific services offered: Finance, accounting

CitiFinancialCountry (HQ): USANumber of employees: 10Specific services offered: Debt collection centre

ClariantCountry (HQ): Szwajcaria

Comarch S.A.Date started in Poland: 2006Number of employees: 200

Specific services offered: IT

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

CWS-boco Polska Sp. z o.o.Date started in Poland: 1995Number of employees: 500Specific services offered: Serwis odzieży roboczej dla pra-cowników, serwis odzieży ochronnej dla pracowników, serwis urządzeń higieny do toalet, serwis mat wejściowych, serwis tekstylnych czyściw przemysłowych Management in Poland: Andrzej Smółko, Miłosz Mrozik

Cybercom PolandManagement in Poland: Piotr Ciski

Dalkia Services Sp. z o.o. (Łódź Office)Date started in Poland: 2006Number of employees: 220 (both offices Łódź & Poznań)Specific services offered: Finances (AP, AR), Invoicing, HR&payroll, IT, Risk Management & InsuranceManagement in Poland: Agata Mazurek-Bąk, 667 620 236, amazurek-bak@dalkia.plExpansion plans: Integration of new functions and clients

DHL ExpressCountry (HQ): GermanyDate started in Poland: 2007Number of employees: 300Specific services offered: Call centre

DimarCountry (HQ): HollandNumber of employees: 100Specific services offered: Call centreManagement in Poland: Jasja van der Veen

Ericpol TelecomDate started in Poland: 2011Number of employees: 135Specific services offered: ITManagement in Poland: Jan Smela – Prezes Zarządu, 42 664 25 00

Fujitsu Technology SolutionCountry (HQ): JapanDate started in Poland: 2009Number of employees: 508Specific services offered: IT service deskManagement in Poland: Dave Dean – Dyrektor Zarządzający

GE Power ControlsCountry (HQ): USADate started in Poland: 2004Number of employees: 55Specific services offered: Finance, accounting

Hewlett-Packard Country (HQ): USA

IndesitCountry (HQ): ItalyDate started in Poland: 2006Number of employees: 65Specific services offered: Finanse i księgowość

Infosys BPO PolandCountry (HQ): IndiaDate started in Poland: 2007Number of employees: ca. 1700Specific services offered: Finance, accounting and procure-ment services, Database management, SAP services, Risk management, tax management, ConsultingManagement in Poland: Krystian Bestry, 42 278 16 18; Agnieszka Jackowska – Durkacz, 42 278 16 18; Michał Bielawski, 42 278 16 18Expansion plans: Infosys BPO Poland is currently the largest European Infosys unit. Infosys BPO Poland continues to expand its service and client portfolio and plans to

increase employment up to 2,000 by the end of Q1 2014.

INTERsoftDate started in Poland: 1997Number of employees: 70Specific services offered: IT

LSIDate started in Poland: 1991Number of employees: 130Specific services offered: IT

MacoLabDate started in Poland: 1993Number of employees: 50Specific services offered: IT

Mbank&MulitbankDate started in Poland: 2001Number of employees: 800Specific services offered: Call center, Finance and accounting

Mellon Country (HQ): Greece

MobicaCountry (HQ): UKDate started in Poland: 2007Number of employees: 70Specific services offered: IT

NordeaCountry (HQ): SwedenDate started in Poland: 2001Number of employees: 250Specific services offered: Finance and accounting

Nordea Operation CenterNumber of employees: 100Specific services offered: SSC

PhilipsCountry (HQ): HollandDate started in Poland: 2003Number of employees: 70Specific services offered: Purchase Center

PolkomtelDate started in Poland: 2003Number of employees: 370Specific services offered: Call Centre

PTCCountry (HQ): Poland/GermanyDate started in Poland: 2006Number of employees: 700Specific services offered: Call centre

Randstad Payroll Solutions Sp. z o.o.Date started in Poland: 1998Number of employees: 50 osóbSpecific services offered: Payroll and HR file administrationManagement in Poland: Sylwester Czarnecki – Senior Sales Manager, mail:sylwester.czarnecki@pl.randstad.com, mobile 697 544 344; Katarzyna Plucinska – Managing Director, katarzyna.plucinska@pl.randstad.com, tel. 512 352 179

Rule FinancialCountry (HQ): UKDate started in Poland: 2007Number of employees: 50Specific services offered: IT

SAP

Sii Sp. z o.o.Date started in Poland: 2012Number of employees: 40Specific services offered: ITManagement in Poland: Maciej Topczewski, 42 239 29 60, informacja-lodz@pl.sii.euExpansion plans:

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BPO/SSC Companies in Poland

SouthWestern BPS Poland Sp. z o.o.Country (HQ): IrelandDate started in Poland: 2007Number of employees: 150Specific services offered: Finance, Accounting, Administration, CRM, Call Center

T-MobileCountry (HQ): Poland/GermanyNumber of employees: 700Specific services offered: Back-office, contact centreManagement in Poland: Daniel Stańczuk

Tate&Lyle

TelecaCountry (HQ): SwedenDate started in Poland: 1999Number of employees: 150Specific services offered: IT

TELMONCountry (HQ): Polska

TomTomCountry (HQ): HollandDate started in Poland: 2007Number of employees: 205Specific services offered: Centrum Przetwarzania Obrazu

TP S.A.Country (HQ): Poland/FranceDate started in Poland: 2003Number of employees: 300Specific services offered: IT

Transition TechnologiesDate started in Poland: 2006Number of employees: 130Specific services offered: IT Management in Poland: Dariusz Lis – Dyrektor

UnicreditoCountry (HQ): ItalyDate started in Poland: 2006Number of employees: 41Specific services offered: IT

Virtual Viewing

Voice

Warta Insurance GroupDate started in Poland: 2004Number of employees: 60Specific services offered: Vindication centre

Lublin

Asseco Business SolutionsSpecific services offered: IT

BritenetSpecific services offered: ITManagement in Poland: 81 527 86 75

BZ WBK

Centrum Obsługi Klienta Detalicznego PKO BP

Comarch

Specific services offered: IT

CompuGroup Medical

CRH Żagiel

e-court

eLeader

Emperia Info

GenpactManagement in Poland: Anna Pankau-Broda

Infinite

Kredyt Bank

MikroBIT

Orange Costumer Service

Orange Polska Accounting Operations Centre

PCM

PKO Faktoring

Proama

Sollers Consulting

Syntea Business Solutions

Manager’s Profile

Michal WierzbowskiTechnicolor Poland Parent Company: Technicolor, Issy-les-Mou-lineaux

Tell us what Technicolor is doing in Po-land? Technicolor has a 100 employee captive shared center based in Warsaw, support-ing the European operations of Technicolor Group. FSSC was created in 2009 and has served throughout the changes of the group and its business activities.

Explain why your company set up opera-tions in Warsaw: At the very beginning the shared service was set up in the town of Piaseczno, next to Warsaw, since at that time, that was where the factory of the group Thomson was lo-cated. Next the operation moved to BPO partner, then become captive again in 2009.

How has your business changed in Poland over the last few years? The business was very much linked to the changes of the group and the need to sup-port different activities. Within the financial services from the beginning AP and AR ac-tivities were present and gradually new and more complex GL, tax, and analytics were moved. Similarly to other shared services centers, we observe this trend of increased activities.

Do you provide external services to unre-lated companies?No. Captive center only, and we currently do not foresee offering services to unrelated companies.

Advice to other firms considering setting up BPO/SSC operations in Poland:Poland is certainly a very good location for set-ting up a BPO/SSC operation. As always the city location needs careful verification to meet the right opportunities and avoid early stage is-sues. Planned size of operation plays a role in the decision, including the number and type of languages needed and the skills. PAIZ, cities or even whole regions, recruitment agencies and office location agencies are well prepared to serve the new incoming clients. As always, one needs thorough preparation and strong sup-port from top management.

Have your employee numbers changed much? Poland is a dynamic market for the SSC and BPO market giving the opportunities for both new graduates and those who want to move within their career path. Looking back from a few years ago, it is clear that the overall prepa-ration of the graduates is matching better the requirements of the SSC/BPO employers. Employees who have been engaged since a few years in the SSC/BPO are now highly trained but also open for new opportunities within the industry.

Biggest positive and negative surprises? Positive: strong commitment of the em-ployees to achieve success, dedicated to show and prove what they can do: “yes we can do it!”.

Can you quantify any specific cost sav-ings? Creation of the SSC has given us both overall cost reduction benefits, and in the process of changes, a certain sense of harmony - which is highly difficult in a dispersed organization.Michal Wierzbowski has 10 years experience in the Shared Services sector, as a General Manager at Technicol-or’s SSC, and in a BPO as Senior Manager at Accenture. He has been through the “captive - outsourcing – captive” path in the organizations, gaining experience in transition and change management. Previously engaged as Manager in the sales organizations of Altadis and Seita. Holds Master of Science degree and International Master in Management and Economics degree from Le Group HES and SGH.

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BPO/SSC Companies in Poland

Warta 24 Plus

Zeto Sp. z o.o.Specific services offered: IT

Opole

Call Center Inter Galactica Sp. z o.o.Specific services offered: Call center – english, german, rus-sian, ukrainian, czech, italian, spanishManagement in Poland: Pavlo Polishchuk – Project Manager

Capgemini, Infrastructure ServicesDate started in Poland: 2012Number of employees: 70Specific services offered: Service desk, Zarządzanie procesami ITIL

Management in Poland: Daniel Habrat, Daniel.habrat@capgemini.com; Marcin Nowak, marcin.a.nowak@capgemini.com Expansion plans: Najnowsze Biuro Capgemini w Opolu planuje do końca 2013 roku zwiększyć zatrudnienie do 100 osób. W związku z obsługą klientów niemieckich wymagana jest znajomość tego języka.

Future Processing Sp. z o.o.Management in Poland: 32 461 23 00

Opta data Sp. z o.o.Management in Poland: Wilfried Engel

PZU S.A./PZU Życie S.A.Number of employees: 140Specific services offered: Accounting

Management in Poland: Andrzej Klesyk – President

R.N.G. Sp. z o.o.Number of employees: Planned 60Specific services offered: Call centerManagement in Poland: Magdalena Daszkiewicz – Manager

Poznań

arvato services Poland (branch of Bertelsmann Media Sp. z o.o.) – 4 centers in Poznań and close to the cityDate started in Poland: 1994Number of employees: In Poland: 2350Specific services offered: BPO – IT, lettershop, logistics, loyalty programs, back office, financial services (financial BPO, debt recovery, factoring)

Manager’s Profile

Grigorios KotoulasMellon Poland Sp.zo.o. Parent Company: Mellon Group of Companies, headquartered in Greece

What kind of work is Mellon doing in Po-land? Mellon Poland was established in 2006 tar-geting the Banking, Telecom, Insurance, Pub-lic and Retail sector. Currently Mellon em-ploys more than 800 employees and has two main activities: A) Mellon’s BPO centers in Warsaw and in Lodz are offering Client Ac-quisition, Debt Collection, Help Desk, Cus-tomer Support and Back Office Services.

B) Mellon’s Technology Solutions Business Unit is offering solutions (H/W, S/W, Servic-es) to facilitate electronic transaction chan-nels, improve branch efficiency, and increase automation and security. In the portfolio are included payment systems, queuing systems, digital signage, client authentication systems, cash management software, mass mailing equipment, cards, cards personalization sys-tems, phone banking systems etc.

Why Warsaw and why Lodz?Mellon launched its first BPO center in War-saw as part of its geographical expansion strategy and having assessed that Poland was a growing economy, at the center of a key region (CEE), with many opportunities. At the end of 2011 we established a second BPO center in Lodz to support the continu-ous business growth we have been experi-encing. Both were ‘greenfield’ investments, financed with own capital. The main criteria to select Lodz were unemployment rate, number of highly educated employees (uni-versity graduates), distance from Warsaw and availability/cost of premises.

Has growth picked up or slowed down?Over the last couple of years Mellon had a rapid growth in its established business areas (e.g Business Process Outsourcing) and has introduced new business activities (mainly for the Technology Solutions business unit)

following the growth of the Polish economy and its medium/long term investment plan. For the next 2-3 years we expect our BPO business unit to widen its scope with new, exciting services, with channel optimization, customer acquisition & retention and cost to serve being the main drivers of growth.

For our Technology Solutions business unit, more and more of our customers are concerned with solutions around mobile applications, mobility payments, digital and physical security, as well as optimization of customer experience across all channels physical and digital.

Do you provide external services to unre-lated companies?Mellon Poland is a Business Process Out-sourcing services provider and IT integrator, providing solutions and services only to un-related companies. The current slowdown of the economy and the cost reduction programs that most of our clients implement create new opportunities for an outsourcer like Mellon.

Is Poland still a good location for BPO op-erations?The Polish market still has opportunities for newcomers in the BPO sector provided that they will not misinterpret it as a low cost market, but rather as a country with highly

skilled personnel and a mature business en-vironment.

Employee Issues?After our latest investment in Lodz, the total number of employees working for Mellon is more than 800. For 2013 we do not expect the headcount to be increased. However, we still believe in the potential of the Polish mar-ket and we are considering new investments thus an estimated increase in headcount of 10-20% starting from mid-2014.

Biggest positive surprises (and biggest negative surprises) about setting up or operating BPO/Outsourcing/SSC centre in Poland:The most positive surprise that we have ex-perienced was related to the high capabilities and potential of the people and the fact that the country is one of the leaders in terms of technology. A rather negative factor is that due to the accelerated growth of Pol-ish market, the levels of employee attrition, especially among younger employees, are higher than the average.

Are you clients generating substantial cost savings? For a BPO service provider, the key costs are labor, premises and telecommunication costs. For the labor related costs, the difference be-tween cities in Poland can be significant (mean-ing more than 10% and in some cases even more than 20%) so selection of the proper location is of paramount importance. For the premises, the differences among cities are even bigger with some limitations on the availability of high quality premises in some areas. So, proper preparation and selection of location is critical. Regarding telecommunication costs, volume is the key with costs reduced by +40% when traffic is doubled. Grigoris Kotoulas holds a Barchelor Degree in Mechani-cal Engineering and an MBA in Business Administration. He has held senior positions for several companies in different sectors and has an experience in international business for more than 15 years. He is located in Poland since the establishment of Mellon in 2006 and he enjoys sports, literature, films and dancing.

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BPO/SSC Companies in Poland

Management in Poland: Janusz Jankowiak – President, 61 652 88 00, arvato@arvato.pl

BRIDGESTONE EBS Sp. z o.o. European Business ServicesCountry (HQ): JapanDate started in Poland: 2011Number of employees: 110Specific services offered: Finance, accounting, taxManagement in Poland: Karol Wawrzynowski

Business Consulting Center Sp. z o.o.City of activity in Poland: Poznań Złotniki Suchy LasDate started in Poland: 1995Number of employees: over 200Specific services offered: IT outsourcing, SAP offshoring, SAP bodyleasing, SAP outsourcingManagement in Poland: Bartłomiej Buszczak, Waldemar Sokołowski, Andrzej Moskalik

Carl ZeissCountry (HQ): GermanyDate started in Poland: 2012Specific services offered: SSCManagement in Poland: Andreas Mohr – Prezes Zarządu

Carlsberg Accounting Service CenterCountry (HQ): GermanyDate started in Poland: 2006Number of employees: 200Specific services offered: SSC/Accounts in the three pro-cesses, ie receivables, liabilities and general ledgerManagement in Poland: Ewelina Fijałkowska Carlsberg Accounting Service Centre Sp. z o.o., Małe Garbary 961-756 Poznań; tel. 61 844 11 00, fax 61 844 11 02

CiberCountry (HQ): USADate started in Poland: 2010Number of employees: 80Specific services offered: Managing technical support, moni-toring, IT infrastructure, web operations, application servicesManagement in Poland: Piotr Sawiński Center Manager CIBER Poland Sp. z o.o., PFC Poznań, pl. Andersa 5, office@ciber-Poland.pl

ConnectisManagement in Poland: Bernadetta Skibicka

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

Dalkia Services Sp. z o.o. Poznan officeCountry (HQ): FranceDate started in Poland: 2006Number of employees: 220 (in both offices – Poznan & Lodz)Specific services offered: Finance (FA, GL&Reporting), Tax, ITManagement in Poland: Agata Mazurek – Bąk, 667 620 236, amazurek-bak@dalkia.plExpansion plans: Integration of other support functions, integration of new clients

Deloitte BPODate started in Poland: 2008Number of employees: 13Specific services offered: Bookkeeping, accounting, payroll and HR administrationManagement in Poland: Tomasz Walczak – Partner in Poznań Office

Detica BAE SystemsCountry (HQ): UKDate started in Poland: 2012

DFDS SeawaysDate started in Poland: 2013

Duni European Financial Centre, shared service center of finance and accountingCountry (HQ): SwedenDate started in Poland: 2005Number of employees: about 40Specific services offered: Finance Shared ServicesManagement in Poland: Krister Gullstrom – European Finance Manager, 61 656 07 11, krister.gullstrom@duni.com

EXIDE Technologies SSC Sp. z o.o.Country (HQ): USADate started in Poland: 2012Specific services offered: SSCManagement in Poland: Roman Urbaniak – Prezes Zarządu

External Services Sp. z o.o.City of activity in Poland: Poznań, Złotniki Suchy LasDate started in Poland: 2007Number of employees: over 30Specific services offered: Payroll outsourcing, HR administra-tion outsourcingManagement in Poland: Piotr Rogala – Prezes Zarządu, Michał Szymaczek – Członek Zarządu

Franklin Templeton Investments Center specialist services in the field of investment managementCountry (HQ): USADate started in Poland: 2007Number of employees: 300Specific services offered: SSC/Transfer agent, fund account-ing and back office services for the operation of investmentManagement in Poland: Joanna Pesta Rauhut, Krzysztof Bronisz – Vice President Operations, Kbronis@franklintempleton.de, 61 667 90 16

GlaxoSmithKline Global IT CentreCountry (HQ): United KingdomDate started in Poland: 2007Number of employees: 200Specific services offered: SSC/Providing IT services for all branches of GSK in the world. Center serves more than 100 countries within the corporation to manage the remote services and IT infrastructure companyManagement in Poland: Andrean Johannes, Ph.D Site Director, 61 860 13 11, andrea.a.johannes@gsk.com

GraceCountry (HQ): USADate started in Poland: 2007Specific services offered: R&D

Grant Thornton Frąckowiak Sp. z o.o. sp. kDate started in Poland: 1993Number of employees: 300Specific services offered: Business Process Outsourcing (BPO) działów finansowo – księgowych, Centrum Usług Współnych (SSC), Outsourcing Rachunkowości, Outsourcing Płac i KadrManagement in Poland: Katarzyna Banach, 605 688 968, ka-tarzyna.banach@pl.gt.com; Agnieszka Chwalińska, 607 665 725, agnieszka.chwalinska@pl.gt.com; Magdalena Marcinowska, 607 665 729, magdalena.marcinowska@pl.gt.com

Grupa BCC

External ServicesDate started in Poland: 1999Number of employees: 30Specific services offered: A comprehensive range of out-sourcing, including both business processes and IT tools.Management in Poland: Bartłomiej Buszczak Chairman of the Board, 61 827 70 00

Hedge PoleSpecific services offered: mission is to support process standardization and transparency of information in the hedge fund industry. Management in Poland: Joanna Babelek, 61 841 00 80Expansion plans:

Holicon Sp. z o.o.Date started in Poland: 2004

Number of employees: 900Specific services offered: Call center, sales center, IT solutions, personalized marketingManagement in Poland: Marcin Pankau, 61 664 32 00, marcin.pankau@holicon.pl; Krzysztof Chyliński, 61 664 32 00, krzysztof.chylinski@holicon.pl; Joanna Borowicz, 61 664 32 00, 00 joanna.borowicz@holicon.plExpansion plans: We plan to introduce new products in the field of financial services and personalized marketing. We are going to reach the SOHO market by populari-sation our IT solutions.

Holiday CheckCountry (HQ): SwitzerlandDate started in Poland: 2011Specific services offered: R&D

IKEA Shared Services Sp z o.o.Country (HQ): SwedenDate started in Poland: 2010Number of employees: planned 300Specific services offered: Service accounting and payroll processes for companies IKEA

Itella Information Sp. z o.o.Date started in Poland: 2005Number of employees: 15Specific services offered: FinanceManagement in Poland: Miikka Savolainen – Managing Director, miikka.savolainen@itella.com

itelligenceDate started in Poland: 1995Specific services offered: BPO/ITO

Jeronimo Martins Polska S.A.Country (HQ): PortugalDate started in Poland: 2011Specific services offered: SSC

Kennametal

Center ServicesCountry (HQ): USADate started in Poland: 2010Number of employees: 35Specific services offered: Customer Service, Finance, Human Resources, Engineered Solutions, Sales. Business sup-port and management reporting for the region,etc.Management in Poland: Robert Damaschek – Prezes Zarządu, Robert Mazurek Vice President, Kennametal Poland Sp. z o. o.ul. Abpa Baraniaka 88c; 61-131 Poznań

KleffmannCountry (HQ): GermanyNumber of employees: 20Specific services offered: BPO

Lorenz Snack-World Services Sp. z o.o. Spółka KomandytowaCity of activity in Poland: Poznań, Sady, Tarnowo PodgórneCountry (HQ): Poland Date started in Poland: 2008Number of employees: 63Specific services offered: AccountingManagement in Poland: Jens Emrich – General Manager Jens.Emrich@LBSnacks.com, Member of the Board – Andrzej Okupniak aokupniak@LBSnacks.pl

Magellan Software Poland S.A.City of activity in Poland: Poznań, Suchy LasDate started in Poland: 2002Number of employees: 30Specific services offered: Document archiving and related services

MAN Accounting Center Sp. z o.o.Date started in Poland: 2006Number of employees: 300Specific services offered: Accounting, Purchasing, Payroll calculationManagement in Poland: Wojciech Skrudlik, 61 886 72 00, wojciech.skrudlik@man.eu

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BPO/SSC Companies in Poland

Manager’s Profile

Robert GóraAssociate Vice President, Country Ops Head Poland – BPO Wipro Poland Sp. z o.o.

So what is Wipro doing in Poland? Wipro Poland Sp. z o.o. has currently 230 em-ployees in Poland and is constantly expand-ing. Wipro Poland was established in 2008 in Wrocław. Currently Wipro Poland Sp. z o.o. with its registered office in Warsaw has two main branches: in Warsaw and Dąbrowa Górnicza. We have been very active on the Polish market as an outsourcing company for several years. Business in Poland is focused on two areas: IT consulting and Business Process Outsourcing. Our parent company Wipro is a global information technology, consulting and outsourcing company with 145,000 employ-ees serving over 900 clients in 54 countries.

What was the rationale behind Wipro’s decision to set up in Warsaw?According to the World Investment  Pros-pects  Survey  2010 - 2012, prepared by UNCTAD, Poland  was ranked  on  the12th place  as the most  attractive  country in the world  for Foreign Direct Investment  (FDI), while in Europe on the 3rd place.

As part of Wipro Technologies, Wipro Po-land conducts the following activities: center for production development for one of the biggest banks; development of the SAP system for one of the largest production companies in the world; the development of a data ware-house project for one of the leading banks in Poland. Why have we chosen Warsaw? War-saw, as the capital city of Poland, remains the main economic and business center of the country; having enormous investment po-tential it is also one of the most important and largest metropolitan centers in the CEE; Warsaw is the largest academic center in Po-land with  a large number of  well-educated people  who know  foreign languages, includ-ing those less popular; Warsaw has the largest number of offices to let in Poland. This allows selecting a suitable place for the development of BPO / SSC;  and most of the major Polish research institutes and branches of foreign cor-porations are located in Warsaw. This allows for the development of outsourcing industry more rapidly than in other Polish regions.

The largest part of our BPO operations are located in Dąbrowa Górnicza. Dąbrowa Gór-nicza is a part of the Silesian region which gives a lot of opportunity to act in this broader and bigger market. We chose Dąbrowa Górnicza because of the many qualified employees in DG and large numbers of students and gradu-ates. Also, it’s a major transport node with a high density of road infrastructure, well devel-

oped transport and logistics sector, and major airport close by. Also, there is extensive land available in the Special Economic Zone, which has high investor activity, and relatively high pur-chasing power of households and enterprises, and many business entities with foreign capital.

Any significant changes in your business expected in the next few years? Changes in the economy and hence changes in the labor market force some movement on persons conducting business activity in Poland. Wipro is following the changes to adapt its system of doing business to chang-ing conditions. I would like to highlight and point out that speaking of manual interven-tions I do not mean job cuts.

All the projects we have worked on, and where we have been involved, have been maintained. But we have seen a big change in the minds of customers in making business decisions.

In view of the significant slowdown of the economy part of the projects has been slightly postponed. However this year began very dynamically for us. We have signed a contract for providing technical help-desk support for the world leading Smart phones and tablets manufacturer. We provide sup-port for dedicated android applications such as Video Hub, client user Account, and Learning Hub, with services provided in 11 foreign languages. We think that the next two years will bring employment growth.

Do you provide external services to unre-lated companies? Yes, absolutely. All of our products (services) are associated with the delivery for our ex-ternal clients. The majorities are large global projects where Poland is one of the coun-tries from which our services are delivered to the customer.

Do you have any advice to other firms considering setting up BPO operations in Poland?Due to the fact that during the develop-ment of the economies to a level previously unimaginable, I’m thinking of global reach, where administrative boundaries or geo-graphical barriers are not having any mean-ing in the conduct of such services, in which Wipro operates, an important part so far is that cultural distinctiveness remains un-changed. I think and I’m convinced that the success of such activities can be very im-portant. Hence it is important to enter new markets and have recourse and support of government organizations. I’m thinking about PAIZ, ARAW, and the management of economic zones which are very dynamically involved in business development in Poland.

Another aspect is the employment of

local well-educated executives with knowl-edge of the realities of the market, problems in the area of employment, law and business. This knowledge is very useful from the earli-est phases of the planned project and can be key to your success in opening a center.

Employee issues at Wipro and other BPO centers? Wipro Poland Sp. z o.o. has currently 230 employees in Poland. In our Warsaw loca-tion, we have 50 employees with mostly technical and language skills. Along with the project development Wipro Poland is con-stantly expanding. Our largest BPO center is located in Dąbrowa Górnicza, a part of the Silesian region. In these BPO projects we are using several languages: English, German, Spanish, Czech, Polish, French, Dutch and Italian. And we employ 170 in DG.

Biggest surprises about operating a BPO centre in Poland?As I come from Poland there are not many things in business that can surprise me! As a country, Poland as a location for future BPO projects presents itself vis-à-vis the rest of Eu-rope extremely positively. We have very well-educated staff and candidates for potential employees. Comparing to the western Euro-pean countries - as I studied in west Europe - I know that educational programs are more fo-cused on practical preparation for the needs of future employers. However, in our country in the last few years this trend is very visible and all universities become strongly open for practical experience for business.

Both sides see mutual benefits, as we see in meetings being organized to cooperate closer to achieve mutal goals. With regards to certain administrative and bureaucratic issues, adjustments to the labor law are needed to meet the needs of the BPO / IT sectors.

Specific cost savings that your firm offers global firms? As mentioned above, all of our projects are a part of global investment. Our business centers in Poland provide services only to external customers, so savings in this area are always on the client side. It’s obvious that if there were no savings, Poland would not be the leader it is in the BPO / IT sector in Europe and in the world.Robert Gora has more than 13 years of people manage-ment experience, including in the last 10 years direct involvement in building up and establishing new Service Centers in different European countries, such as Slovak Republic, Germany, and Poland. In addition to running his own business, he has experience negotiating with trade unions, and working with governmental institutions and lo-cal authorities, particularly in Warsaw, Katowice, Wroclaw, and Gdansk.

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BPO/SSC Companies in Poland

McKinsey&Company

Support Services CenterCountry (HQ): USADate started in Poland: 2011Number of employees: Planned employment 250Specific services offered: Support agencies and departments operating in Europe

Mentor GraphicsCountry (HQ): USANumber of employees: 20Specific services offered: R&DManagement in Poland: Grzegorz Mrugalski

Microsoft Country (HQ): USA Number of employees: 20Specific services offered: IT

Open Text

IT Competence CenterCountry (HQ): CanadaDate started in Poland: 2009Number of employees: 20Specific services offered: Technical support and customer implementation, training

Q-PartnersSpecific services offered: R&D

Randstad Payroll Solutions Sp. z o.o.Date started in Poland: 1998Number of employees: 50Specific services offered: Payroll and HR file administrationManagement in Poland: Sylwester Czarnecki – Senior Sales Manager, sylwester.czarnecki@pl.randstad.com, Katarzyna Plucinska – Managing Director, katarzyna.plucinska@pl.randstad.com

Roche

IT Service CentreCountry (HQ): SwitzerlandDate started in Poland: 2009Number of employees: 200Specific services offered: Creating and maintaining systems for clinical research, modern websites and programs to support internal processes within the company

Rule FinancialCountry (HQ): UKDate started in Poland: 2013Specific services offered: ITO

Samsung Electronics Polska sp.z o.o. Poland R&D CenterCountry (HQ): South KoreaDate started in Poland: 2011Specific services offered: R&D

SavvisCountry (HQ): USADate started in Poland: 2012Specific services offered: ITO

Sii

IT outsourcingCountry (HQ): FranceDate started in Poland: 2010Number of employees: 90Specific services offered: ITManagement in Poland: Natalia Buczel, 61 639 76 80, informacja-poznan@pl.sii.eu

Starter Sp. z o.o.Country (HQ): GermanyDate started in Poland: 2000Specific services offered: BPOManagement in Poland: Marek Zefirian – Prezes Zarządu

Starter Truck ServicesCountry (HQ): GermanyNumber of employees: 35

Specific services offered: Call Center – road assistance service in five languages (English, German, French, Italian and Russian

TalexSpecific services offered: BPO/ITO

Telcordia Technologies (part of Ericsson)Country (HQ): USASpecific services offered: R&DManagement in Poland: Michał Wodczak

Unilever Country (HQ): UK/The NetherlandsNumber of employees: 70Specific services offered: R&DManagement in Poland: Anthony Natt

W.R.Grace Country (HQ): USANumber of employees: 20Specific services offered: Research LaboratoryManagement in Poland: Jacek Walkowiak

WikiaCountry (HQ): USADate started in Poland: 2007Number of employees: 20Specific services offered: R&DManagement in Poland: Emil Podlaszewski – Member of the Board

ZETODate started in Poland: 1965Specific services offered: BPO/ITO

Radom

Centrum Przetwarzania Danych Ministerstwa Finansów

Energetyczne Centrum S.A.Date started in Poland: 2010Number of employees: 100Management in Poland: Dariusz Chlastawa

Europe Calling – Międzynarodowe Call CentreDate started in Poland: 2007Number of employees: 40Management in Poland: Magdalena Mroczek, 510 098 510

Idea Call CenterDate started in Poland: 2013Number of employees: 150Management in Poland: Vlado Bogdanov

Intermedia Consulting S.C. M.Gajewski. J.BorekManagement in Poland: 22 613 61 35, mgajewski@inconsult-ing.pl

Iron Mountain – Centrum Przetwarzania DanychDate started in Poland: 2009Number of employees: 250Management in Poland: Iwona Wałach, 48 345 06 02

Multimedia Interactive Sp. z o.o.Date started in Poland: 2012Number of employees: 300Management in Poland: Kamal Sitkowski – Attun

SMG/KRC – Call CentreDate started in Poland: 2008Number of employees: 500Management in Poland: Wojciech Hołdakowski, 48 382 80 20

Telbridge RadomDate started in Poland: 2007Number of employees: 200Management in Poland: Artur Bakuła, 22 420 56 77

TELECENTRUMDate started in Poland: 2003Number of employees: 40Management in Poland: Marcin Dygas, 48 361 97 28

Rzeszów

Carlson Wagonlit TravelCity of activity in Poland: Świlcza near RzeszówCountry (HQ): FranceDate started in Poland: 2008Number of employees: 140 (Rzeszów)Specific services offered: Call center (business travel)

Centrum Usług Finansowych ACP Pharma S.A.Country (HQ): MEDIQ NV Holland (Ultrecht)Date started in Poland: 2010Number of employees: About 80 Specific services offered: Finance, service ACP PHARMA GroupManagement in Poland: Daniel Pitrus, Director CUF

Centrum Zastosowań Informatycznych

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

ContactPointCountry (HQ): WarsawDate started in Poland: 2003 Poland, 2006 RzeszówNumber of employees: ok. 600Specific services offered: Call center, CATI, BPOManagement in Poland: Jarosław Szpryngwald – Prezes Zarządu, Michał Karzel (Suasor Consulting) – Członek Zarządu

Cross JeansNumber of employees: 20Specific services offered: R&D software

Hamilton SundstrandCountry (HQ): USANumber of employees: 150Specific services offered: R&D

ICN Polfa RzeszówCountry (HQ): FranceDate started in Poland: 1997Specific services offered: Call centreManagement in Poland: Mariusz Gajowniczek – President, Alicja Syrek, Alicja.Syrek@valeant.com, ICN_Polfa@valeant.com

K&K SELECT Sp. z o.o

Orange Costumer ServiceDate started in Poland: 2010Number of employees: 5000Specific services offered: Call center – TP S.A., PTK CentertelManagement in Poland: Jakub Kłoczewiak – President, Tomasz Dreslerski – Member of the Board

Pratt&Whitney

Sanofi AventisCountry (HQ): FranceDate started in Poland: 2006Number of employees: 190Specific services offered: Call centreManagement in Poland: Marynika Woroszylska-Sapieha – President, General Manager; Wiesław Karpowicz – Member of the Board and Finance Director

Soft SystemCountry (HQ): SCC Soft Computer (Floryda, USA)Date started in Poland: 1990Number of employees: About 300 Specific services offered: Call centreManagement in Poland: Liliane Saberin – President, Marek Konrad Słoniewski – Vice President, Waldemar Waligóra – Vice President

Systemy Informatyczne Set(h) Sp. z o.o.Specific services offered: IT

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BPO/SSC Companies in Poland

Management in Poland: Krzysztof Bobran – President, 17 852 47 90, info@seth.pl

ZETO-RZESZÓW Sp. z o.o

Szczecin

arvato BertelsmannDate started in Poland: 2004Number of employees: 270Specific services offered: IT, lettershop, logistic conract center & back office, loyalty programs, financila servicesManagement in Poland: Tomasz Wasikowski

BL Stream Sp. z o.o Country (HQ): FinlandDate started in Poland: 1999Number of employees: 147Specific services offered: ITManagement in Poland: Jacek Lisowski – Członek Zarządu, Wioletta Zboralska – Członek Zarządu

Coloplast Shared Services Sp. z o.o.Country (HQ): DenmarkDate started in Poland: 2009Number of employees: 90Specific services offered: Finance and Accounting

Contact Center Sp. z o.o.City of activity in Poland: SzczecinCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

Gamelion Sp. z o.o Country (HQ): FinlandDate started in Poland: 2002Number of employees: 85Specific services offered: IT

Manager’s Profile

Thomas BartschVice President Customer Management Qatar Airways Parent Company: Qatar Airways

How did Qatar Airways make the decision to set up in Poland? Qatar Airways set up its state-of-the-art European Customer Contact Centre in Wrocław in February 2013, and since then customer calls from all key European mar-kets have been transferred to Wrocław and are now serviced by a multi-lingual work-force that offers services in Polish, English, German, French, Italian, Spanish and Arabic languages.

Underlining its commitment to one of the fastest growing markets in Europe, Qatar Airways began serving the Pol-ish market in December 2012 with four flights each week from Warsaw to Doha. The route became so popular that within weeks of launching the services, three ad-ditional flights were introduced to provide Polish customers with daily travel options via our Doha hub to a large number of des-tinations across the Middle East, Africa, Asia and Australia.

Our workforce now stands at over 100 employees across our businesses in Poland – the European Contact Centre and indeed our Warsaw operations with sales, marketing and airport personnel.

But why Wroclaw?Following an in-depth analysis of 15 Euro-pean locations and a rigorous selection pro-cess, we found the city of Wrocław to be the best choice to establish our European Cus-tomer Contact Centre. The combination of a highly skilled multi-lingual workforce and the economic operating environment was a key factor in our decision-making process. The strong support we received from ARAW and the continued personal commitment by Mayor Rafał Dutkiewicz made us feel welcomed to Wrocław. Fur-thermore, we benefitted from generous in-formation sharing by some of the key BPO/SSC operators.

What do your foresee in the next 2-3 years?We are rapidly expanding our Customer Con-tact Centre operations in Wrocław and expect to double in size within two years. Our Con-tact Centre, located in the brand-new Epsilon building, offers significant expansion opportuni-ties and we plan to migrate additional markets as we move forward. Furthermore, we plan to significantly expand our service portfolio in a multi-channel operating environment. As an airline growing aggressively worldwide year on year, we look at new opportunities to develop our business, and Poland presented great pros-pects when we started looking at this market. We made the right decision to move into this market and look forward to developing our business further here.

Do you provide external services to unre-lated companies?

Our European Customer Contact Centre currently focuses on providing services to Qa-tar Airways’ customers. We will continuously review our strategy and will assess growth op-portunities as they present themselves.

Any advice to other firms considering set-ting up BPO/SSC operations in Poland:In our experience it is advisable to involve pro-fessional consultancy services in the selection and decision-making process. We found the support we received from location and prop-erty consultants, as well as recruitment agen-cies and legal experts, to be extremely useful.

What are your employee growth expecta-tions?We have just welcomed our 100th employee in Wrocław. As we introduce additional mar-

kets and new services, we expect our work-force to grow even further, hopefully doubling the workforce within two years.

Biggest positive or negative surprises about setting up in Poland?We were – and still are – pleasantly sur-prised by the warm welcome we received. The level of support we have enjoyed to date and the professionalism of our busi-ness partners provides us with confidence that we made the right decision in establish-ing our Contact Centre in Wrocław. There is recognition that attracting Qatar Airways to make a significant investment in the Pol-ish economy adds real value to the business sector.

Most importantly however, we are very proud of our young and enthusiastic work-force which is committed to deliver the 5-star service that our customers have come to ex-pect from the World’s Best Airline.

Whilst we have not experienced any nega-tive surprises, we realized that administrative procedures in setting up our business in Poland could be simplified.

Specific cost savings that Qatar Airways has achieved? Whilst cost efficiencies are a key driver in the decision-making process, Qatar Air-ways places great emphasis on providing its customers with an outstanding customer experience which starts at the first point of contact. Our new European Contact Centre offers multi-channel access to our entire service portfolio, including dedicated eCommerce support, Frequent Flyer prior-ity service and more to come. Importantly, our customers benefit from an expansion of operating hours by 70% which means they have easy access to Qatar Airways Custom-er Service Agents. An experienced airline manager, Thomas Bartsch has held various Executive Management positions in Airport Opera-tions, Sales, General Management and Customer Contact Centres and has worked in Germany, New Zealand, Aus-tralia and now in Qatar. He joined Qatar Airways in 2011 as Vice President Customer Contact Centres. Recently, Thomas Bartsch assumed additional responsibility for Qa-tar Airways’ global Customer Relationship Management.

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BPO/SSC Companies in Poland

GaveKalCountry (HQ): SwedenDate started in Poland: 2008Specific services offered: BPO

GenpactCountry (HQ): IndiaDate started in Poland: 2013Specific services offered: F&A

Metro Services PLCountry (HQ): GermanyNumber of employees: 45 (200 planned)Specific services offered: Finance and accounting

MobicaCountry (HQ): UKDate started in Poland: 2013Specific services offered: ITManagement in Poland: Tomasz Krawczynski – Managing Director of Polish Offices

Nordic Consulting & Development CompanyCountry (HQ): DenmarkNumber of employees: 58Specific services offered: ITManagement in Poland: Paweł Finkielman – Prezes Zarządu

Object ConnectDate started in Poland: 2008Number of employees: 25Specific services offered: IT

SonionCountry (HQ): DenmarkDate started in Poland: 2003Specific services offered: Process developping

Stream Global ServicesCountry (HQ): USADate started in Poland: 2005Number of employees: 280Specific services offered: Call center

Tieto Poland Sp.z o. o.City of activity in Poland: Szczecin Country (HQ): FinlandDate started in Poland: 2006Number of employees: May 2011- 1100 employeesSpecific services offered: IT services, R&D services, Industry specificManagement in Poland: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner Tieto New Markets, Lucyna Chwastowska – Członkini Zarządu, Director Devices R&D Eastern Europe, Michał Szostkowski – Członek Zarządu , Country HR Manager

TietoEnator Sp. z o.o.Country (HQ): FinlandDate started in Poland: 1999Number of employees: 500Specific services offered: ITManagement in Poland: Michał Szostkowski

Unicredit Business PartnerCountry (HQ): ItalyDate started in Poland: 2008Number of employees: 350Specific services offered: Finance and Accounting

Unizeto Number of employees: 204Specific services offered: ITManagement in Poland: Andrzej Bendig-Wielowiejski – Prezes Zarządu

Toruń

Allegro IT CenterDate started in Poland: 1999 (since 2008 in Toruń)Number of employees: ca 50 (in Toruń)Specific services offered: IT

CemtelDate started in Poland: 2000Number of employees: 70Specific services offered: Customer support

Contact Center Date started in Poland: 1999Number of employees: ca 1000Specific services offered: Customer support

CTDPDate started in Poland: 1999Number of employees: ca 1000 (in 2008)Specific services offered: Customer support

Cyfrowy PolsatDate started in Poland: 1992 (since 2010 in Toruń)Number of employees: ca 300 (in Toruń)Specific services offered: Customer support

Itella Information Country (HQ): FinlandDate started in Poland: 2007 (since 2011 in Toruń)Number of employees: ca 280 (in Toruń)Specific services offered: F&A, HR, ITManagement in Poland: Miikka Savolainen – Managing Director, miikka.savolainen@itella.com

Manpower PolskaCountry (HQ): USADate started in Poland: 2001Number of employees: UnknownSpecific services offered: HR

Randstad Polska Country (HQ): HolandiaDate started in Poland: 1994Number of employees: UnknownSpecific services offered: HR

TelbridgeDate started in Poland: 2002Number of employees: ca 540 (in 2012)Specific services offered: Customer support

TelmonDate started in Poland: 2011Number of employees: ca 350Specific services offered: Customer support

Warsaw

3MC Poland Sp. z o.o.Management in Poland: 22 243 69 75, info@3mc-poland.pl

7NManagement in Poland: Sebastian Podleśny – Country Manager

ABG SASpecific services offered: IT

ABN AmroCountry (HQ): HollandNumber of employees: 150Specific services offered: F&A, operations

AccentureSpecific services offered: Finance & Accounting BPO, Marketing BPO, Industry Specific BPO, Application Outsourcing, Infrastructure OutsourcingManagement in Poland: Wojciech Poplawski, Head of BPO Operations, Poland, 22 349 70 00, wojciech.poplaw-ski@accenture.com

Acxiom

ADDICO Sp.j. J.Górska i E.SzumlakManagement in Poland: 22 862 43 32

Adecco Poland Sp. z o.o.Management in Poland: 22 376 09 00, biuro.hg@adecco.com

ADP Poland

AegonDate started in Poland: 2008Specific services offered: CC

Akademia Rozwoju Systemów Sieciowych Sp. z o.o.Management in Poland: 22 861 53 41, biuro@arss.com.pl

Alcatel-Lucent Polska Sp. z o.o.Date started in Poland: 1995Specific services offered: Telecommunication networks main-tenance, Telecommunication networks managementManagement in Poland: Andrzej Dulka, 22 515 50 03; Beata Szwoger-Lettecka, 22 515 50 16

Antal International Sp. z o.o.Management in Poland: 22 483 50 00, poland@antal.com

ARPI & PartnersManagement in Poland: Paula Prejsnar – Prezes Zarządu

Arteria

arvato services (branch of Bertelsmann Media Sp. z o.o.)City of activity in Poland: Błonie near WarsawDate started in Poland: 2005Specific services offered: BPO – logistics, back office

Asseco Business Solutions SACity of activity in Poland: Warsaw, PiasecznoManagement in Poland: Wojciech Barczentewicz -Prezes Zarządu, Piotr Masłowski -Wiceprezes Zarządu

Asseco Poland Region RzeszówManagement in Poland: 17 852 31 53, sekretariat@s2.pl

AstraZeneca Pharma PolandCountry (HQ): UKNumber of employees: 40Specific services offered: R&D

AtemisCountry (HQ): USASpecific services offered: IT

Athenasoft Sp. z o.o.Country (HQ): USASpecific services offered: IT

ATT 2000 Sp. z o.o.Management in Poland: Adam Trzaskowski

Autodesk SACountry (HQ): USASpecific services offered: IT

AvonCountry (HQ): SwedenNumber of employees: 100Specific services offered: F&AManagement in Poland: Anne Burges

Axel SpringerCountry (HQ): GermanyNumber of employees: 300Specific services offered: CC, telemarketing

Baker Tilly PolandManagement in Poland: Nicholas Fielding – Partner Zarządzający na Europę Środkową

BanComNumber of employees: 180Specific services offered: CC, telemarketingManagement in Poland: Małgorzata Kęsicka-Rzepecka – Prezes Zarządu

Batex Biuro RachunkoweManagement in Poland: 22 651 67 54

Betacom SACountry (HQ): USA

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BPO/SSC Companies in Poland

Specific services offered: ITManagement in Poland: Mirosław Załęski – Prezes Zarządu

Billennium Sp. z o.o.

 Specific services offered: ITManagement in Poland: Jacek Witkowski – Dyrektor Sprzedaży, 504 077 877, jwitkowski@billennium.pl    

BLOOMING Technologies Sp. z o.o.City of activity in Poland: Warsaw, LatchorzewManagement in Poland: Jacek Sikora – Prezes Zarządu, 22 215 34 11, office@blooming.pl

Bonair SASpecific services offered: IT

BOŚNumber of employees: 30Specific services offered: CC, telemarketing

Britenet Sp. z o.o.Date started in Poland: 2006Number of employees: 130Specific services offered: IT(software development, testing)Management in Poland: Michał Borny, 665 512 797, michal.borny@britenet.com.pl; Tomasz Dziki, 609 742 895, tomasz.dziki@britenet.com.plExpansion plans: Achieving 150 employees at the end of 2013, and 200 employees at the end of 2014. Start new

nearshore competence center in Bialystok. Start SAP ABAP and BI business unit.

BSHDate started in Poland: 2007Number of employees: 117Specific services offered: R&D

BST EURO-CENTRUMManagement in Poland: 502 569 054, biuro@worldbrand.eu

Business Consulting SolutionsManagement in Poland:  22 333 73 97, mail@bcs-solutions.pl

C-Land Sp. z o.o.Specific services offered: IT

Manager’s Profile

Dariusz LisPoland Solution Center Director, Łódź Transition Technologies S.A.

What does Transition Technologies do?For over 20 years Transition Technologies S.A. (TT) has been specializing in building dedicated software solutions and outsourcing services. Our software supports multiple industrial sec-tors worldwide from energy & gas, biotechnol-ogy, automotive, to aerospace & defense. Our outsourcing services cover a whole software development cycle, including trainings and con-sulting. That is why we mainly employ (over 400) software developers and engineers.

Have subsidies or incentives played a role in your location decisions? Our solution centers are located in USA, Germany and 5 cites in Poland. TT is a Polish company with 100% of Polish capital, and at the same time we deliver over 70% of our products and services abroad. Subsidies/grants are not playing a key role in invest-ment decisions - we rather focus on loca-tions where we can find talented workforce.

Close cooperation with research insti-tutions and universities is also playing an important role. Cooperation ranges from joint research projects up to providing train-ing and lectures on enterprise software development for students. Building solution centers around academic hubs is a natural choice for us.

How has your business changed in Poland over the last few years? Over the last few years in TT we have broad-ened the portfolio of sectors, for example to include biotechnology, as well as the portfolio of technologies and platforms including mo-bile technologies and cloud-based solutions.

In the following years we will continue to support high-end solutions and ser-vices as well as operational excellence. Our business expansion in the subsequent years will be defined by a combination of organic and external growth. Internally we will focus on commercialization of the

most innovative R&D projects; externally we will focus on new markets by engaging in strategic partnerships as well as mergers & acquisitions.

Do you provide external services to unre-lated companies?One of our centers located in Łódź (Poland Solution Center) is helping other companies worldwide create better products faster by implementing Product Lifecycle Manage-ment (PLM) software and process solutions. Almost any industry that creates complex products will benefit from PLM, from the early stage of the concept design to servicing its products.

In the forthcoming years we will focus on leveraging our international expertise in PLM to support also industrial leaders in Poland.

Advice to other firms considering setting up BPO/SSC operations in Poland:A big part of the success of a new invest-ment depends on building long-term rela-tionships with local authorities and academic institutions that are vital to help shape edu-cation profiles that fit the business needs. An internally comprehensive cross-culture train-ing for all stakeholders (in some cases includ-ing also a customer) is essential to improve communication and work efficiency by build-ing engagement and motivation throughout the team.

How are your employee relations?One of the criteria is the eagerness to learn and the ability to absorb and reuse knowl-edge,. Thus from the very beginning our employees are encouraged to grow and learn starting from technological aspects,

through soft-skills, interpersonal skills, lan-guage skills, up to pure academic develop-ment (including PhDs). A crucial part is also the ability to create tools, methods and infrastructure inside the organization that would support learning and information exchange profile of generations X and Y at the same time.

To attract the best talents and realize their potential we will continue to focus on the aspects of management inside organiza-tion mentioned above including: • building feedback-intensive culture, • empowering employees to act and create

informal events and organizations, in-cluding self-managed technical commu-nities,

• facilitating internal contests and chal-lenges,

• enablement of social collaboration on new ideas, process improvements and internal innovations including peer com-menting and voting. A challenging part is the art of combining

continuous process improvements and stan-dardized delivery excellence initiatives with ideas that stimulate creativity and originality.

You’ve been operating a long time in Po-land. Any “keen” observations?One of the surprising facts for us (and other foreign investors) is related to official statis-tics regarding the total number of students and graduates in the specific field of study in the region in Poland. They are overhyped several times. Usually official stats do not match the real numbers because most of the graduates are not sufficiently prepared even for the basic job and often are not seriously interested in pursuing a career in the chosen field of study. In case of TT, our initial recruitment initiatives show that only 5%-15% of all graduate candidates qualify for further recruitment. Unfortunately the qual-ity of public and private education in Poland is slowly deteriorating.Lis has an MSc in computer science, and for over 10 years has been involved in software development and solution architecture; for the last 6 years managing Poland Solution Center dedicated to PLM solutions at Transition Technologies in Łódź and Białystok.

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BPO/SSC Companies in Poland

Capgemini Polska Sp. z o.o.Date started in Poland: 1996Number of employees: 4,700, of which 2,600 BPO, 1,600 IOS, 500 R&DSpecific services offered: BPO: Finance & accounting, HR, Procurement, Customer care, ITO: Infrastructure outsourcing services, R&D: Software developmentManagement in Poland: Joanna Nowocień

Carrywater Group SAManagement in Poland: Paweł Biarda – Prezes Zarządu, 22 630 66 55, biuro@carrywater.com

Centrum Gospodarczego Doradztwa Strategicznego Sp. z o.o. Country (HQ): PolskaManagement in Poland: 22 620 22 08, i.perlinski@cgds.com.pl

Citibank Europe PLC Poland BranchCountry (HQ): USADate started in Poland: 2005Number of employees: 240Specific services offered: Banking operations, transaction processing, fund servicesManagement in Poland: Beata Skawińska

City Group Sp. z o.o.Management in Poland: Zbigniew Gasik

Commercial Union Call centerCountry (HQ): UKNumber of employees: 200Specific services offered: CC, telemarketing

Communication Service Sp. z o.o.Management in Poland: 22 526 60 00, info@communication.com.pl

Comp SAManagement in Poland: 22 570 38 00, info@comp.com.pl

Computer Associates Sp. z o.o.Country (HQ): USASpecific services offered: IT

CompuwareCountry (HQ): USANumber of employees: 160Specific services offered: Business support, BI

Comtica Sp. z o.o.Specific services offered: IT

Contact Center Sp. z o.o.Country (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

ContactPoint

Contract Administration

CTM Teleperformance

dcs.pl Sp. z o.o.Management in Poland:  22 548 60 00, sales@dcs.pl

DeloitteManagement in Poland: 22 511 08 11, dpoland@deloitteCE.com

Deloitte Audyt Sp. z o.o.Management in Poland: 22 511 08 11

DHL Express Country (HQ): GermanyNumber of employees: 300Specific services offered: CC

Diehl ControlsCountry (HQ): GermanySpecific services offered: F&A

DimarNumber of employees: 60Specific services offered: CC, telemarketing, operations

Direct Communication Sp. z o.o.Specific services offered: IT

Dynamic Generation

Ericsson

Esselte

Euro-in i Partnerzy Sp. z o.o.Management in Poland: 22 818 26 00, ba@euroin.pl

Euronet Worldwide Country (HQ): USANumber of employees: 120Specific services offered: ATM service

Europejski Fundusz Przedsiębiorczości Sp. z o. o.Management in Poland: 22 562 31 62, info@efp.com.pl

Eurotronic Sp. z o.o.Management in Poland: 22 666 10 82, sales@eurotronic.net.pl

Ever Grupa Sp. z o.o.Management in Poland: 22 864 06 74, recepcja@grupaever.com.pl

EvercomManagement in Poland: 22 678 01 12, evercom@evercom.pl

Exact Software Poland Sp. z o.o.Country (HQ): HollandNumber of employees: -Specific services offered: ITManagement in Poland: -

Exorigo Sp. z o.o.Management in Poland:  22 551 45 82, sekretariat@exorigo.pl

Extor Sp. z o.o.Specific services offered: Accounting and financial servicesManagement in Poland:  22 586 11 86, info@extor.pl

Fingroup Polska Sp. z.o.oManagement in Poland:  22 895 19 95, kontakt@fingroup.com.pl

First Data (PolCard)Country (HQ): USANumber of employees: 180Specific services offered: Card transactions

FK SERWIS Sp. z o.o.Management in Poland: 22 692 19 56, i.blachut@fkserwis.pl

FPA Group

GBI Spółka Sp. z o.o.Management in Poland: 22 458 66 10,info@gbip.com.pl

GDF IT Consulting Sp. z o.o.Management in Poland: 22 847 00 91, info@gdfit.pl

GemiusNumber of employees: 35Specific services offered: Insurance software development

General ElectricCountry (HQ): USANumber of employees: 300Specific services offered: R&D, design

GlaxoSmithKlineDate started in Poland: 2005Number of employees: 18Specific services offered: IT, CRM systems

Goldman SachsDate started in Poland: 2013Specific services offered: IT

Grant Thornton FPA Outsourcing Sp. z o.o.Date started in Poland: 2001Number of employees: 70Specific services offered: HR, accounting, tax advisory, consultingManagement in Poland: Katarzyna Banach, 605 688 968, katarzyna.banach@pl.gt.com; Monika Smulewicz, 603 446 692, monika.smulewicz@pl.gt.com

Groupe LaserCountry (HQ): FranceNumber of employees: 50Specific services offered: Contact Centre

Grupa Marketingowa TAI Sp. z o.o.Management in Poland: 22 612 12 60, kontakt@tai.com.pl

Grupa MGI Akcept Audyt Sp. z o.o.Management in Poland:  22 654 91 05, mgiakcept@mgiakcept.pl

Gtech (Lottomatica)Country (HQ): ItalyNumber of employees: 94Specific services offered: ICT software development

Guest-TekCountry (HQ): CanadaNumber of employees: 60Specific services offered: ICT managementManagement in Poland: -

Healthcare Consultants Poland Sp. z o.o.Management in Poland: 22 499 50 50, info@healthcare.pl

Heuthes Sp. z o.o.Specific services offered: ITManagement in Poland:

Hewitt Associates Sp. z o.o.Management in Poland: 22 696 52 20, warsaw.crc@hewitt.com

Hewlett-Packard Sp. z o.o.Country (HQ): USASpecific services offered: ITManagement in Poland:

Hogart Sp. z o.o.Country (HQ): USASpecific services offered: IT

Hudson Sp. z o.o.Management in Poland: 56 621 01 10, torun.sekretariat@hudson.com

Humax

IBMCountry (HQ): USANumber of employees: 500+Specific services offered: Data mgmt outsourcing; Operations back-up center; Complex services for business clientsManagement in Poland: Jolanta Jaworska

IDS Scheer Polska Sp. z o.o.Specific services offered: +48 22 3181901Management in Poland: 22 318 19 00, office@ids-scheer.pl

IFSCountry (HQ): SwedenNumber of employees: 93Specific services offered: IT support, software development

IMPAQ Sp. zo.o.Country (HQ): GermanySpecific services offered: IT

Independent GroupManagement in Poland: 22 622 67 09, box@independent-group.pl

Inforsys SACity of activity in Poland: Warsaw, RadzyminManagement in Poland: 22 545 31 00, biuro@inforsys.pl

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BPO/SSC Companies in Poland

Innovatika Sp. z o.o.Management in Poland: 22 825 81 54, info@innovatika.com

Integral Technologies Sp. z o.o.Management in Poland: 22 583 92 48, kontakt@integral-tech.pl

Intelace Research Marcin MazurekManagement in Poland: 22 408 66 20, info@intelace.com

intelligence Sp. z o.o.Management in Poland:  22 543 19 00, itelligence@itelligence.pl

IntentiaCountry (HQ): SwedenSpecific services offered: IT

Inter Partner AssistanceNumber of employees: 30Specific services offered: CC, telemarketing

InterGest Poland Sp. z o.o.Management in Poland:  22 653 36 44, info@intergest.pl

Intergraph Europe Country (HQ): USANumber of employees: -Specific services offered: IT

IQFM Sp. z o.o.Management in Poland: 22 895 26 10, iqfm@iqfm.pl

IT Business CentreManagement in Poland:  22 814 16 26, info@itbc.com.pl

IT Business Consulting Group Sp. z o.o.Management in Poland: 22 444 17 00, itbcg@itbcg.pl

IT Commerce Sp. z o. o.Management in Poland: 22 879 28 88, biuro@itcommerce.pl

IT ECS Sp. z o.o.Management in Poland:  22 652 22 42, biuro@itecs.pl

Itella Information Sp. z o.o.Date started in Poland: 1997Number of employees: 230Specific services offered: financeManagement in Poland: Miikka Savolainen – Managing Director, miikka.savolainen@itella.com, 22 461 25 41

IWNiSE Sp. z o.o. Instytut Wdrożeń Norm i Standardów EuropejskichManagement in Poland: 22 620 30 81, iso@iwnise.pl

Javart Sp. z o.o.Management in Poland: 22 696 87 00, javart@javart.com.pl

Jones Lang LaSalle Group Services Sp z o.o.Date started in Poland: 2007Number of employees: 87Specific services offered: F&A

Manager’s Profile

Paul NorrisDirector, Regional Head of IT Credit Suisse CoE, Wroclaw Credit Suisse (Poland) Sp. z o.o.

What is CS doing in Poland?Credit Suisse originally set up an office in Wro-claw, Poland, in the summer of 2007 in order to create a shared services center for various operational processes related to our Private Banking business. Today, our center of excel-lence (CoE) in Wroclaw houses an HR Service Center that services the EMEA region. It also delivers services for a wide range of businesses at Credit Suisse, including Investment Banking Operations, Investment Banking Product Con-trol, IT, Quantitative Strategies (QS) and Gen-eral Counsel. In Wroclaw, we also have R&D activities for both IT & QS.

Explain why your company set up opera-tions in Poland. Credit Suisse selected Wroclaw as a location for its center of excellence for several reasons. Wroclaw is Poland’s second financial center, so it made sense to have a local presence. Wroclaw is home to more than 30 institutions of higher learning. Not only is there a broad availability of talent; the quality is also very high. Poland’s loca-tion is ideal: our center of excellence in Wro-claw is in the same timezone as our Swiss and London hubs. This allows teams throughout EMEA to work more closely together with their colleagues in Poland to service clients.

Six years after setting up our center of excellence in Wroclaw, we believe the CoE poses a unique competitive advantage for Credit Suisse. It is an important part of our European business.

Please tell us about any specific grants you’ve received.Credit Suisse has recently been awarded an EU grant to assist in the build-out of IT/QS R&D services. However, we did not consider

this factor when we selected Wroclaw back in 2007.

How will your business change in the next few years? Over the last two years, our center of ex-cellence in Wroclaw has grown rapidly. To give you an example: In 2012 we opened a brand-new IT center, which will become a world-class environment for banking soft-ware development and risk management for Credit Suisse. In the next two years, we expect the Wroclaw CoE’s growth to con-tinue, and then to subsequently stabilize. We will continue to look into opportunities to move services and processes from our EMEA hubs to our CoE in Wroclaw.

Specific advice to other firms considering to set up BPO/SSC operations in Poland:Make sure you have a robust recruitment strategy in place. Before deciding to move

products, services or processes to Poland, make sure you know well in advance the key skills you will need and whether the local market provides the depth of resources for those skills.

That said, be prepared to train. Don’t be too specific about the type of skills and experience you will need. Think more in terms of how specific skills are part of a broader competency that can be scaled up.

Get your message out. If your brand is unknown in the market, people can be scep-tical. Marketing, advertising and being pres-ent at universities, job fairs, and seminars can be an effective way to build visibility and trust in the community.

Employee issues:The number of our employees in Wroclaw has grown from 24 in 2007 to approxi-mately 1,700 today. This makes the Wro-claw CoE Credit Suisse’s second-largest office in the EMEA region. There is a very strong talent pool in Wroclaw, especially in such specialized areas such as science, math, statistics, computer science and en-gineering. People are generally well edu-cated. From our experience in Wroclaw, continued investment in your resources is paramount. This should include soft skills, language courses, personal development / effectiveness and business / technical training.

Specific cost savings?Clearly, the same resource in Poland is cheaper than if we would hire that resource in our hubs in London and Switzerland. But Credit Suisse did not move services and pro-cesses to Wroclaw purely to reduce cost. Speed, quality, standardization and special-ization of traditional processes, the oppor-tunity to achieve economy-of-scale benefits for certain processes, the availability of spe-cialized talent, and process innovation all play a huge role as well.

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BPO/SSC Companies in Poland

Management in Poland: Marta Rejman, 22 318 00 40, marta.rejman@eu.jll.com

Kancelaria Podatkowa Beata Kuszewska i Wspólnicy Sp. z o.o.Management in Poland:  22 844 55 54, biuro@kancelaria-podatkowa.com

KidManagement in Poland: 22 652 15 25, kid@kid.com.pl

Kloepfel Consulting Sp. z o.o.Management in Poland: 22 405 25 10, j.markiewicz@kloepfel-consulting.com

Koncept 4U Sp. z o.o.City of activity in Poland: Warsaw, ŁomiankiManagement in Poland: 22 751 84 00, biuro@koncept4u.pl

KONSALNET HOLDING SAManagement in Poland:  22 560 50 00, centrala@konsalnet.com.pl

Korycka, Budziak & AudytorzyManagement in Poland: 22 522 23 90, kba@kba.com.pl

Krajowa Izba Gospodarcza Elektroniki i TelekomunikacjiManagement in Poland: 22 840 65 22, kigeit@kigeit.org.pl

Lawson Software Country (HQ): UKNumber of employees: -Specific services offered: IT

Liberty MutualCountry (HQ): USANumber of employees: 70Specific services offered: CC, telemarketing

Linea Directa Communications

LionbridgeCountry (HQ): USANumber of employees: 200Specific services offered: Testing, location, software development

Logitel Sp. z o.o.Management in Poland: 22 339 38 80, logitel@logitelpolska.pl

M2 Net SASpecific services offered: IT

Macrologic SASpecific services offered: IT

MAD System Sp.j. D.Dziewanowski, M.GrzybowskiManagement in Poland: 22 696 44 77, office@madsystem.com.pl

Mago Sp. z o.o.Management in Poland: 22 654 81 31, mago@biuropl.pl

Management Data Systems Sp. z o.o.Management in Poland:  22 571 24 50, kontakt@mds.com.pl

Matrix.pl SASpecific services offered: IT

MC Stone ConsultingManagement in Poland: 22 499 08 98, mcstone@mcstone.pl

McKinsey & Company Poland Sp. z o.o.Management in Poland: 22 8205700

MCX Systems Sp. z o.o.Specific services offered: IT

MellonCountry (HQ): USADate started in Poland: 2006Number of employees: 834Specific services offered: IT, Call center, OutsourcingManagement in Poland: Gregorios Kotoulas, 22 572 53 00, g.kotoulas@mellon.com.pl

MGG Management in Poland: 22 823 92 42, biuro@mgg-confer-ences.pl

Microsoft Sp. z o.o.Country (HQ): USASpecific services offered: IT

MKJ Sp. z o.o.Specific services offered: IT

MobicaCountry (HQ): UKNumber of employees: 70Specific services offered: IT

NextiraOne PolskaManagement in Poland: 22 553 55 00, nextiraone@nexti-raone.pl

Océ Poland

Octagonet SAManagement in Poland: 22 330 98 30, info@octagonet.com

Omnikom Sp. z o.o.City of activity in Poland: Warsaw, MilanówekManagement in Poland:  22 545 03 70, biuro@omnikom.pl

Opera Software

Oracle Poland Sp.z o.o.Country (HQ): USASpecific services offered: IT

OSG Records Management

Outsource Center Poland

Outsourcing ExpertsDate started in Poland: 2011Number of employees: 10000Specific services offered: Document management, Outsourcing of sales and marketing support processes, call center, e-commerce, back-officeManagement in Poland: Konrad Rochalski, 22 595 40 59, kontakt@oex.pl

P.B.A. Doradztwo Personalne Sp.j. Jarosz BąkiewiczManagement in Poland: 22 869 97 00, warszawa@pba.com.pl

P4 PlayMobileNumber of employees: 54Specific services offered: CC, telemarketing

Partner Holding Management Sp. z o.o.Management in Poland: 22 835 84 52, kontakt@partnerhold-ing.pl

PayrollCenter

PBS Polska Sp. z o.o.Management in Poland: 22 870 06 06, info@pbspolska.com.pl

Pharmaceutical Research AssociatesCountry (HQ): USANumber of employees: 22Specific services offered: Clinical research

PLL LOTNumber of employees: 60Specific services offered: CC

Process Solutions Sp. z o.o.Specific services offered: Steven FosterManagement in Poland: 22 695 02 95, info-pl@ps-bpo.com

Procter&GambleCountry (HQ): USANumber of employees: 200Specific services offered: ITManagement in Poland: Piotr Biniewicz

Prodemio Sp. z o.o. Regus Business Center WarszawaManagement in Poland: sekretariat@prodemio.pl

Progress Software Sp. z o.o.Country (HQ): USASpecific services offered: IT

Prokom Software SASpecific services offered: IT

PROTOSS Sp. z o.o.Management in Poland: 22 830 72 40

Provident PolandCountry (HQ): UKNumber of employees: 420Specific services offered: CC, telemarketing

PTCNumber of employees: 1650Specific services offered: CC

PTK Centertel / OrangeNumber of employees: 1750Specific services offered: CC

PwC Polska Sp. z o.o.Management in Poland:  22 523 40 00, pwcpolska@pl.pwc.com

PZU Centrum Operacji

Qumak-Sekom SASpecific services offered: IT

R & S LIMIT Sp. z o.o.City of activity in Poland: Warsaw, PiasecznoManagement in Poland:  22 737 14 70, info@rslimit.pl

Randstad Payroll Solutions Sp. z o.o.Date started in Poland: 1998Number of employees: 100Specific services offered: HR solutionsManagement in Poland: Katarzyna Plucińska, 22 462 25 56, katarzyna.plucinska@pl.randstad.com

RBS Country (HQ): HollandNumber of employees: 620Specific services offered: SSC: F&A+IT

RenaultDate started in Poland: 1996Number of employees: 28Specific services offered: Training, consulting

RocheCountry (HQ): SzwajcariaNumber of employees: 220Specific services offered: Software development

Rodan Systems SASpecific services offered: IT

Roedl Outsourcing

RR Donnelley Document Solutions Sp. z o.o.Management in Poland: 22 820 93 00

S&T Services Poland Sp. z o.o.Country (HQ): AustriaSpecific services offered: IT

Sage Sp. z o.o.Country (HQ): UKSpecific services offered: IT

Sales Service Sp z. o. o.Management in Poland:  22 612 30 01, biuro@salesservice.pl

Samsung Electronics PolandCountry (HQ): Korea Pd.Number of employees: 200Specific services offered: Software development for ICT& TV SAT

SAS InstituteCountry (HQ): USANumber of employees: 30

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BPO/SSC Companies in Poland

Specific services offered: BI

Schneider Electric

Sellpoint Sp. z o.o.Management in Poland: 22 482 02 86, piotr.wojtowski@sellpoint.pl

SERCOM SOLUTIONS LIMITED Sp. z o.o. Oddział w PolsceCity of activity in Poland: Warsaw, BłonieManagement in Poland:  42 203 45 00, piotr.ortyl@sercom-solutions.ie

Signity SANumber of employees: -Specific services offered: IT

Sii Sp. z o.o.Date started in Poland: 2006Number of employees: 310Specific services offered: ITManagement in Poland: Krzysztof Krężel, 22 486 37 37, infor-macja@pl.sii.euExpansion plans: Oddział Sii w Warszawie planuje zatrudnić w ciągu roku 100 osób. Planuje także umacniać i rozwijać współpracę w firmami w sektorach: publicz-nym, bankowym, energetycznym, gazowym, teleko-munikacyjnym oraz w przemyśle. Będziemy rozwijać kompetencje w zakresie: wdrożeń systemów typu BPM, platform integracyjnych, tworzenia aplikacji dedykow-anych, wdrożeniach systemów CRM i ERP, testach, utrzymaniu aplikacji IT.

Simple SASpecific services offered: IT

SitelCountry (HQ): USANumber of employees: 450Specific services offered: CC, telemarketing

Skyline Investment SAManagement in Poland: 22 649 25 78, info@skyline.com.pl

Softlab Trade Sp. z o.o.Specific services offered: ITManagement in Poland: -

Softomasz S.c.Management in Poland: 22 576 82 00, biuro@softomasz.pl

Softtutor Consulting Sp z o.o.Management in Poland: 22 643 89 69, biuro@softtutor.com.pl

SR Poland

StatConsulting Sp. zo.o.Management in Poland: 22 499 45 31, info@statconsulting.com.pl

Supremis Sp. z o.o.City of activity in Poland: Warsaw, PiasecznoManagement in Poland: 22 292 75 00, info@supremis.pl

SygnityNumber of employees: 40Specific services offered: Management process support

SymantecCountry (HQ): USANumber of employees: 13Specific services offered: IT tech support

Synergy Polska Sp. z o.o.Management in Poland: 22 742 12 12, office@synergy.pl

Tchibo

TechnicolorManagement in Poland: Michał Wierzbowski, 22 321 43 43, michal.wierzbowski@technicolor.com

Teleperformance PolskaDate started in Poland: 1997Number of employees: 350

Specific services offered: Contact Center, BPOManagement in Poland: Mariusz Odkała, 22 519 77 00, m.odkala@teleperformance.pl; Robert Ciuraszkiewicz, 22 519 77 00, r.ciuraszkiewicz@teleperformance.plExpansion plans:

Tieto Poland Sp.z o. o.City of activity in Poland: Warsaw Country (HQ): FinlandDate started in Poland: 2006Number of employees: about 1100 employeesSpecific services offered: IT services, R&D services, Industry specificManagement in Poland: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner Tieto New Markets, Lucyna Chwastowska – Członkini Zarządu, Director Devices R&D Eastern Europe, Michał Szostkowski – Członek Zarządu , Country HR Manager

TIM Outsourcing Piotr Kałużny Sp.k.Management in Poland: 22 203 30 00, info@timoutsourcing.com

TMF Polska Sp. z o.o.Management in Poland: 22 456 45 00, poland@tmf-group.com

TNT Express

Transcom

Transition Technologies SAManagement in Poland: 22 331 80 20, tt@tt.com.pl

Update CRM Sp. z o.o.Country (HQ): AustriaSpecific services offered: IT

Wapro Sp. z o.o.Specific services offered: IT

Warsaw Software Group Sp. z o.o.Specific services offered: IT

Webtel Sp. z o.o.Specific services offered: IT

Wipro Poland Sp. z o.o.Date started in Poland: 2008Number of employees: 300Specific services offered: BPO F&A, BPO HRO, IT Developement Centre, SAP applications support, Banking BPO servicesManagement in Poland: Robert Góra, 795 165 821, robert.gora@wipro.com

Xerox Sp. z o.o.Country (HQ): USADate started in Poland: 2003Number of employees: 300+Specific services offered: IT, Managed Print ServicesManagement in Poland: Kinga Piecuch, Bogusław Ciepłucha, Dariusz GopszExpansion plans:

Yellow Media GroupManagement in Poland:  22 621 33 10, info@yellowmg.com

Wrocław

ACNCountry (HQ): USADate started in Poland: 2006Specific services offered: BPO (contact centre)Management in Poland: Marek Przybylski

AtosCountry (HQ): GermanyDate started in Poland: 2009Specific services offered: R&D ITManagement in Poland: Piotr Krzysztofik

Becton DickinsonCountry (HQ): USADate started in Poland: 2012

Specific services offered: BPO (HR)Management in Poland: Wim De Jonge

BL StreamCountry (HQ): FinlandDate started in Poland: 1999Specific services offered: ITManagement in Poland: Piotr Anioła

BNY MellonCountry (HQ): USADate started in Poland: 2008Specific services offered: BPO (F&A)Management in Poland: Martin Ring

Capgemini, Software Solutions CenterCountry (HQ): FranceDate started in Poland: 2004Number of employees: 500Specific services offered: Systemy IT, SAPManagement in Poland: Piotr Poprawski, piotr.poprawski@capgemini.comExpansion plans: Wrocławskie centrum dynamicznie rozwija skalę działania w Polsce, zwiększając zarówno zakres usług świadczonych na rzecz aktualnych klientów, jak i rozszerzając portfolio firm obsługiwanych przez polską jednostkę. W związku z rozwojem, Software Solutions Center intensyfikuje procesy rekrutacyjne i tylko w tym roku zamierza zatrudnić dodatkowych 100 pracowników. Poszukiwani są przede wszystkim programiści JAVA, konsultanci SAP BI, inżynierowie wsparcia aplikacji oraz analitycy.

Casus FinanceDate started in Poland: 1997Specific services offered: BPO (HR, IT, F&A)Management in Poland: Adrian Marszałek

CatlinCountry (HQ): UKDate started in Poland: 2013Specific services offered: BPO (F&A)

Center of Excellence CREDIT SUISSE (Poland) Sp. z o.o.City of activity in Poland: Wrocław, Dolny ŚląskCountry (HQ): SzwajcariaDate started in Poland: 2007Number of employees: 564Specific services offered: Finance & Accounting, HR, Procurement, Customer Service, Financial Services, Knowledge Process Outsourcing, IT Support, Reporting, Design & Publishing ServicesManagement in Poland: Arthur Baenziger

Central Europe BPOCountry (HQ): USA

Credit SafeNumber of employees: 50Specific services offered: R&D in Financial

CreditsafeCountry (HQ): Wielka BrytaniaSpecific services offered: BPO

Diehl ControlsCountry (HQ): GermanyNumber of employees: 65Specific services offered: R&D (Whitegoods)Management in Poland: Juergen Hirath

DolbyCountry (HQ): USADate started in Poland: 2012Specific services offered: R&DManagement in Poland: Łukasz Bratek

EnabledwareCountry (HQ): USASpecific services offered: BPO

Ernst&YoungDate started in Poland: 2011Number of employees: 200Specific services offered: Finance

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BPO/SSC Companies in Poland

Management in Poland: Dariusz Sus, 883 326 888

EspotelCountry (HQ): FinlandDate started in Poland: 2010Specific services offered: R&DManagement in Poland: Maciej Sibiński

Fagor MastercookCountry (HQ): SpainNumber of employees: Specific services offered: R&D (Whitegoods)Management in Poland: Ireneusz Bartnikowski

Geoban S.A. Spółka Akcyjna Oddział w PolsceCountry (HQ): SpainDate started in Poland: 2008Number of employees: 600Specific services offered: Banking operations – Santander group shared servicesManagement in Poland: Raimo Kesti – General Manager, rkesti@geoban.es, mobile: 519 517 574

getsix Sp. z o.o.Date started in Poland: 2004Number of employees: 50Specific services offered: Accountancy, Finance, IT Systems, ConsultingManagement in Poland: Monika Martynkiewicz-Frank, 71 388 13 00, monika.frank@getsix.pl; Claus Frank, 71 388 13 00, claus.frank@getsix.pl

Global e-Business Operations Sp. z o.o. (Hewlett-Packard)Country (HQ): USADate started in Poland: 2005Number of employees: 2100Specific services offered: Advanced Business Services includ-ing: Finance & Administration, HR, Procurement Administration, MarketingManagement in Poland: Agnieszka Orłowska

Globalne Centrum Biznesowe HP (Global e-Business Operations Sp. z o.o.)Country (HQ): USADate started in Poland: 2005Number of employees: 2500Specific services offered: Finanse i księgowość, HR, kadry i płace, Marketing, Zarządzanie łańcuchem dostawManagement in Poland: Agnieszka Orłowska, Agata Dopieralska

GoogleCountry (HQ): USADate started in Poland: 2007Specific services offered: BPO (marketing)Management in Poland: Radosław Kokot

HicronDate started in Poland: 2006Specific services offered: ITOManagement in Poland: Bartosz Fudala

IBM Global Services Delivery Centre Poland Sp. z o.o.Country (HQ): USADate started in Poland: 2010Number of employees: 2000Specific services offered: SSC ITManagement in Poland: Stefan Stangret

ImpelDate started in Poland: 1991Specific services offered: BPO (HR, IT, F&A)Management in Poland: Grzegorz Dzik

InfusionCountry (HQ): USADate started in Poland: 2012Specific services offered: ITO

IrevnaCountry (HQ): IndiaNumber of employees: Planned 100 Specific services offered: KPO Center (Mathematics)

JP WeberCountry (HQ): GermanyDate started in Poland: 2004Specific services offered: BPO (F&A)Management in Poland: Marcin Dudarski

KPIT CumminsCountry (HQ): IndiaNumber of employees: 40Specific services offered: Accounting Center

KrukDate started in Poland: 1998Specific services offered: BPO (F&A)Management in Poland: Piotr Krupa

LuxoftCountry (HQ): RussiaDate started in Poland: 2013Specific services offered: ITOManagement in Poland: Przemek Berendt

McKinsey&CompanyCountry (HQ): USANumber of employees: Planned 100 Specific services offered: KPOManagement in Poland: Mark Lobo

MinetronicsCountry (HQ): GermanyDate started in Poland: 2008Specific services offered: R&DManagement in Poland: Christoph Müller

MphasisCountry (HQ): IndiaSpecific services offered: HR, Accounting

Nokia Siemens NetworksCountry (HQ): FinlandNumber of employees: 900Specific services offered: IT R&DManagement in Poland: Bartosz Ciepluch

Opera SoftwareCountry (HQ): NorwayNumber of employees: 150Specific services offered: IT R&DManagement in Poland: Erik Harrell

PNC (PFPC)Country (HQ): USANumber of employees: 200Specific services offered: BPO (Finance)

PPGCountry (HQ): USADate started in Poland: 2010Specific services offered: R&DManagement in Poland: Anna Łatoszyńska

QADCountry (HQ): USANumber of employees: 50Specific services offered: R&DManagement in Poland: Jarosław Jaśkiewicz

Qatar AirwaysCountry (HQ): QatarDate started in Poland: 2012Specific services offered: BPO (contact centre)Management in Poland: Dorota Kowalewska

QiagenCountry (HQ): GermanyDate started in Poland: 2012Specific services offered: BPO (F&A)Management in Poland: Małgorzata Karpińska

Randstad Payroll Solutions Sp. z o.o.Date started in Poland: 1998Number of employees: 50Specific services offered: Payroll and HR file administrationManagement in Poland: Sylwester Czarnecki – Senior Sales Manager, sylwester.czarnecki@pl.randstad.com;

Katarzyna Plucinska – Managing Director, katarzyna.plucinska@pl.randstad.com

REC GlobalDate started in Poland: 2007Specific services offered: ITManagement in Poland: Krzysztof Kuliński

RedkneeCountry (HQ): CanadaDate started in Poland: 2013Specific services offered: R&D ITManagement in Poland: Józef Augustynów

Remy InternationalCountry (HQ): USASpecific services offered: R&D (Automotive)

Research & Engineering Center Sp. z o.o.Date started in Poland: 2007Number of employees: 222Specific services offered: IT, Software development servicesManagement in Poland: Krzysztof Kuliński, Małgorzata Rak, Seweryn Krajewski

RinfDate started in Poland: 2003Specific services offered: ITOManagement in Poland: Aleksander Lewicki

RuukkiCountry (HQ): FinlandDate started in Poland: 2005Number of employees: 50Specific services offered: BPO (F&A)

Santander Consumer BankCountry (HQ): SpainNumber of employees: Planned 300 Specific services offered: BPOManagement in Poland: Sebastian Łękawa

Siemens AGCountry (HQ): GermanyNumber of employees: 50Specific services offered: R&D IT(Software)Management in Poland: Henryk Wójcik

Sii Sp. z o.o.Date started in Poland: 2009Number of employees: 190Specific services offered: ITManagement in Poland: Paweł Maksymczak, 71 758 22 90, informacja-wroclaw@pl.sii.euExpansion plans: Odział Sii we Wrocławiu planuje zatrudnić w nadchodzącym roku ok. 100 osób. W związku z nawiązaniem współpracy z kilkoma firmami w USA będzie wzmacniał ten kierunek ekspansji zagranicznej. Na rynku dolnośląskim fokusuje się na klientach z branży motoryzacyjnej, telekomunikacyjnej, bankowej i produkcyjnej. Sii Wrocław planuje nad rozwijaniem kompetencji w aplikacjach mobilnych i ECM.

SMTDate started in Poland: 2002Specific services offered: ITManagement in Poland: Sebastian Łękawa

TechlandDate started in Poland: 1991Specific services offered: ITManagement in Poland: Paweł Marchewka

Tequila MobileDate started in Poland: 2008Specific services offered: ITManagement in Poland: Wojciech Woziwodzki

Tieto Poland Sp.z o. o.Country (HQ): FinlandDate started in Poland: 2008Number of employees: May 2011- 1100 employeesSpecific services offered: IT services, R&D services, Industry specific Management in Poland: Ireneusz Miski – Prezes Zarządu,Country Manager Poland, Finance Partner

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BPO/SSC Companies in Poland

Tieto New Markets, Lucyna Chwastowska – Członkini Zarządu, Director Devices R&D Eastern Europe, Michał Szostkowski – Członek Zarządu , Country HR Manager

UPSCountry (HQ): USANumber of employees: 316Specific services offered: AccountingManagement in Poland: Joerg Keitel

ViessmannCountry (HQ): GermanyDate started in Poland: 2012Specific services offered: R&DManagement in Poland: Łukasz Wierzchowski

VolvoCountry (HQ): SwedenDate started in Poland: 2004Number of employees: 500 (100 in IT)Specific services offered: Accounting, administration, IT Management in Poland: Bengt Lundström

WabcoCountry (HQ): USANumber of employees: 40Specific services offered: R&D (Automotive)Management in Poland: Sean Brown

WhirlpoolCountry (HQ): USANumber of employees: 100Specific services offered: R&D (Whitegoods)Management in Poland: Marian Sepesi

WiproCountry (HQ): IndiaNumber of employees: 150Specific services offered: HR Service Center

Other

Contact Center LibertyCity of activity in Poland: BytomCountry (HQ):

Contact Center Sp. z o.o.City of activity in Poland: CiechanówCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

TRW AutomotiveCity of activity in Poland: CzęstochowaCountry (HQ): USA Date started in Poland: 2007Number of employees: 190Specific services offered: Accounting servicesManagement in Poland: Robert Głowacki, 34 390 26 00, robert.glowacki@trw.com

AlstomCity of activity in Poland: Elbląg

Best S. A.City of activity in Poland: Elbląg

Contact Center Sp. z o.o.City of activity in Poland: ElblągCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

Info Power Sp. z o.o.City of activity in Poland: ElblągDate started in Poland: 2000Number of employees: 42Management in Poland: Jacek Makarewicz- Prezes Zarządu,

Jerzy Olszewski – Wiceprezes Zarządu

Opegieka Sp. z o.o.City of activity in Poland: ElblągDate started in Poland: 1989Number of employees: 106Management in Poland: Florian Romanowski – Prezes Zarządu, Sławomir Świderski – Wiceprezes, Adam Augustynowicz – Wiceprezes

FaureciaCity of activity in Poland: GrójecCountry (HQ): FranceNumber of employees: 100Specific services offered: R&D

PhilipsCity of activity in Poland: KętrzynCountry (HQ): The NetherlandsSpecific services offered: R&D

arvato services

(branch of Bertelsmann Media Sp. z o.o.)City of activity in Poland: KoninDate started in Poland: 2010Specific services offered: BPO – telesales

Contact Center Sp. z o.o.City of activity in Poland: KrosnoCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

TIM OutsourcingCity of activity in Poland: LęborkCountry (HQ): FinlandDate started in Poland: 2012Number of employees: 115Specific services offered: F&A

Calling PolandCity of activity in Poland: MierzynoSpecific services offered: Call Center

OrangeCity of activity in Poland: MierzynoCountry (HQ): FranceSpecific services offered: Call Center

SonionCity of activity in Poland: MierzynoCountry (HQ): DenmarkSpecific services offered: F&A

LG ElectronixCity of activity in Poland: MławaCountry (HQ): South KoreaSpecific services offered: R&D

Cooper-StandardCity of activity in Poland: MyśleniceCountry (HQ): USASpecific services offered: R&D

Centrum Rozliczeniowe Banku CITI HandlowegoCity of activity in Poland: Olsztyn

Transcom Worldwide Poland  Sp. z o.o.City of activity in Poland: OlsztynNumber of employees: more than 250

France TelecomCity of activity in Poland: Olsztyn Country (HQ): FranceSpecific services offered: Call center

PhillipsCity of activity in Poland: PiłaCountry (HQ): The NetherlandsSpecific services offered: R&D

HumaxCity of activity in Poland: Pruszcz GdańskiCountry (HQ): South KoreaSpecific services offered: R&D

Contact Center Sp. z o.o.City of activity in Poland: Rawa MazowieckaCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

Pilkington AutomotiveCity of activity in Poland: SandomierzCountry (HQ): Japan

AtenaCity of activity in Poland: SopotDate started in Poland: 1991Number of employees: 500Specific services offered: IT

Blue MediaCity of activity in Poland: SopotDate started in Poland: 1999Number of employees: 300Specific services offered: IT

GoyelloCity of activity in Poland: SopotCountry (HQ): HollandNumber of employees: 40Specific services offered: ITManagement in Poland: Peter Horsten – CEO

Contact Center Sp. z o.o.City of activity in Poland: SosnowiecCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

SitelCity of activity in Poland: Tarnowskie GóryCountry (HQ): Poland Number of employees: 11Specific services offered: BPO Call CentreManagement in Poland: Danuta Paruzel – President

Contact Center Sp. z o.o.City of activity in Poland: TczewCountry (HQ): FranceDate started in Poland: 1999Number of employees: In Poland: 5915Specific services offered: Telesales, sales support, databases, call centre, etc.Management in Poland: Jakub Kłoczewiak – President of the Management Board

EATON AUTOMOTIVECity of activity in Poland: TczewCountry (HQ): USADate started in Poland: 2005Number of employees: 10Specific services offered: R&D

WitaxCity of activity in Poland: TczewDate started in Poland: 2010Number of employees: 20Specific services offered: F&A

OrangeCity of activity in Poland: TychyNumber of employees: 100-200Specific services offered: SSC

ABDCity of activity in Poland: Zielona Góra

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At the Awards Gala on 7 February in Warsaw at the Hotel Intercontinental, 17 companies, cities and individuals were distinguished for their exceptional per-formance. More than 240 guests – in-cluding 8 Mayors and Vice-Mayors – at-tended the Awards Gala and Forum, which singled out Winners from 125 nominations. In a tough competition among world-class firms, the following firms took first place:

Final Winners:Top CSR initiative of the YearPoza Horyzonty (UBS, Luxoft, Radisson Blu, Miasto Krakow)Best University-Business cooperationSay YES! – ASPIRETop Public Sector Outsourcing initiative“New Government Administration” - ARAW/Ministry of AdministrationBest Employer of the Year – BPO/OutsourcingAlexander Mann Solutions

Best Employer of the Year – Shared ServicesCredit SuisseBest Recruitment Firm of the YearHays PolandBusiness Centre Manager of the YearScott Newman - State Street ServicesBest Professional Advisory Services FirmPwCBest new office development for Business ServicesGreen TowersTop Developer of the DecadeSkanska Property PolandNewcomer City of the yearKatowiceBest City of the YearTriCityBest-Performing City of the DecadeKrakowMost unique services providerPlaysoftBest BPO firm of the yearAlexander Mann Solutions

Best Shared Services firm of the yearState Street Services (Poland)Lifetime Achievement AwardRomek Lubaczewski, PwC

The inaugural event, MC’ed by Thom Barnhardt of BiznesPolska and Ewa Kotlewska of Onet, attracted lots of international guests, including from the United States, the United Kingdom, Germany, Canada, Holland, France, Finland, India, Sweden, Norway, Switzerland, Austria and Lithuania.

Firms attending included Accenture, Wipro, HP, Genpact, Dalkia, Luxoft, Tata, CapGemini, Hays, HedgePole, Devonshire, ASPIRE, Domanski, BNP Paribas, ABSL, PS-BPO, Mellon, MAN Accounting Centre, Randstad, Ipopema Business Consulting, Jones Lang Lasalle, World BPO, Itella, Boston Consulting Group, State Street, Credit Suisse, Skanska, PAIZ, Philips, Transparent, UBS, Tieto, EXL, Alexander Mann, Professional Outsourcing UK, Grant Thornton, Connectis, Swede Center, TPA Horwath, Citibank, Echo Investment, and many more.

Winners awarded in 17 categories: Poland Outsourcing and Shared Services Awards Gala

BiznesPolska and BizPoland Magazine are proud to host the second annual CEE Outsourcing and Shared Services Awards Gala (previously named “Poland Outsourcing Awards”).

Central and Eastern Europe (CEE) is well-established as a world-class destination for Shared Services centres and BPO investment. With Poland the strongest location in the region, other countries such as the Baltics, Czech Republic and Romania are important investment destinations. Global outsourcing firms, business services projects and sector professionals will be presented with awards of acknowledgment - by an independent jury from the industry - for their contribution to the development of the business services sector in CEE for 2013.

This year we are planning on over 250 guests with more than 50 being international firms interested in setting up or expanding their business services centres in central Europe. The awards gala will be preceded by a half-day of discussion panels covering the shared services and outsourcing sector. The gala and day forum provide an excellent opportunity to make new contacts and renew existing business relationships in a pleasant and social environment.

CEE Outsourcing and Shared Services Awards Gala6 February, 2014

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For full details about Attendance or Sponsorship

www.CEEOutsourcingAwards.com

Chambers of Commerce supporting the event: British, Canadian, Scandinavian, and American.

Premier Partners and Sponsors:Premier Partners: City of Lublin;

Skanska PropertyAssociate Sponsors: City of Kielce;

Kielecki Centrum Biznesowe; City of Katowice; City of Krakow

Strategic Partners: ASPIRE; ABSL Awards Sponsors: Kinnarps; Antal

International; Swede Center; Transparent; Connectis; MyBenefit; HedgePole.

International Supporters: World BPO – USA; Outsourcing Verband – Germany; Professional Outsourcing – UK; EOA – France.

Media Partners: BiznesPolska.pl; BizPoland Magazine; Europaproperty; Harvard Business Review.

Audit Partner: TPA Horwath The date for next year’s event Poland (and CEE) Outsourcing and

Shared Services Awards Gala – has been announced: 6 February 2014. n