February, 2010

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Evalueserve’s KPO Service Offerings

Sunday, February 28th, 2010

My last blog discussed the outsourcing of knowledge-based services and the growth and breadth of the Knowledge Process Outsourcing (KPO) industry. This blogs drills into some of the most general of these offerings by focusing on the evolution and growth of a single provider, Evalueserve. I focus on this company not because its services are unique (many KPO providers have similar offerings), but because it is representative of the broad range of horizontal knowledge-based business services that are now available from India.

Evalueserve Offerings

Evaluserve, which was founded in December 2000, now consists of more than 2,100 employees in Delhi-Gurgaon, India; Shanghai, China; Valparaiso-Santiago, Chile; and Cluj, Romania. Since it is a private company, its precise annual revenues are not known, but they are believed to be around $100 million. Its first offerings, launched in 2001, included intellectual property and business research services, targeted at lawyers, consulting companies, and investment banks. It added roughly one additional service per year, consisting of market research services, other banking-related research services, risk and data analytics services, and, in 2007, a range of legal process offerings.

It currently offers eight types of services, which are combined in distinct ways to provide customized solutions for its customers:

  • Market Research – qualitative and quantitative surveys and focus groups to address issues including employee satisfaction, brand perception, customer loyalty, event effectiveness, and new concept testing.
  • Business Research – market sizing, market assessment and segmentation studies, value chain analyses, competitive research and analyses, innovation searches, company profiling, and the identification of new business opportunities and business partners.
  • Investment Research – independent and support services to all types of financial services companies across four primary areas: equity, fixed income, corporate finance, and buy-side. It provides a full range of research services plus a broad range of analytical services, such as to model portfolios and risk, allocate resources, and simulate returns. It also provides reports and develops pitch books and marketing packs.
  • Intellectual Property Research – patentability and invalidation searches, patent landscape and portfolio analyses, patent drafting and filing services, and patent litigation support services.
  • Legal Support Services – a broad range of legal research and litigation, electronic document discovery, immigration support services, ongoing contract management, with the ability to bring engineers, scientists and business analysts, as well as lawyers and paralegals onto teams.
  • Marketing and Sales Support – services covering the sales spectrum, including lead generation, proposal and collateral production; sales analytics; client satisfaction studies; sales process benchmarking and public relations support.
  • Knowledge Technology Development – developing knowledge management tools including portals, taxonomies, business intelligence and data warehouses, and content management and elearning solutions.
  • Data Analytics – data acquisition and modeling as well as the use of analytics techniques including simulations and econometric modeling plus more specialized credit risk, consumer risk and market risk analytics services to banks and insurance companies. In addition, it builds dashboards and offers specialized services atop packaged data analysis software, such as Cognos.

Although the vast majority of Evalueserve analysts are recent graduates with only a few years of experience (see my next blog), the company also recognizes and accommodates client requirements for assistance from much more seasoned industry experts. The company’s Circle of Experts program is a network of more than 20,000 senior independent consultants or retired executives from across the globe, each with deep domain and industry expertise in their specific fields. These experts, who are billed at anywhere from $150 (for an Indian expert) to $900 (for a U.S. one) per hour, can address specific client questions, provide days of consulting, or provide an extra level of analysis to work provided by more junior Evalueserve analysts.

But while this provides an overview of the breadth of current KPO offerings, it is more important to understand the business models by which KPO providers operate, the value they provide to clients and the implications for U.S. knowledge workers is something totally different. This is the focus of my next blog.

Posted in 21st Century Careers, Business Trends, Creating the 21st Century Workforce, Economic and Political Forces, Economic Forces, Global Forces-General, Globalization, Immigration and Offshoring, IT Industry and Companies, IT Industry Trends, IT/Business Consulting/Outsourcing, IT/Software-as-a-Service, Job and Career Opportunities, Technology's Impact on Job Skills, Workforce Trends | No Responses »
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The Growth of Knowledge Process Outsourcing

Monday, February 22nd, 2010

Over the last decade in my quarter-century career as an IT Industry analyst, I focused extensively on the outsourcing of increasingly high-level IT functions to offshore employees. I examined, for example, how offshore tasks have evolved from basic maintenance of old, centralized, Cobol-based applications to the architecting of new-generation, distributed Java and .Net-based apps and a broad range of other high-level IT functions. I examined how application outsourcing evolved into business process outsourcing, in which offshore providers not only managed increasingly sophisticated processes (as from basic call centers though comprehensive financial and supply chain processes), but also developed deep expertise in architecting and transforming entire processes to make them more secure, accurate and efficient.

Although Application Outsourcing (AO) and Business Process Outsourcing (BPO) growth has (along with everything else in the business world) stalled over the last couple years, they promise to resume rapid growth as the recession ends and companies strive to institutionalize the efficiency gains achieved during the recession.

Emergence of KPO

However, the greater growth, and even greater workforce implications will come from a new generation of outsourcing—the outsourcing of a broad range of sophisticated knowledge-based processes in fields ranging from financial analysis and marketing management to legal research and the research and development of the newest generation of sophisticated IT, communication and pharmaceutical products. Even hip replacement and open heart surgery is now being outsourced!

This growth of Knowledge Process Outsourcing (KPO), which was originally launched on the promise of cost cutting, or “labor arbitrage”, is now being driven by something else—the rapid growth in education in emerging countries and the rapid decline in availability of developed country students majoring in STEM (science, technology, engineering and mathematics) disciplines. It is simply becoming easier (not to speak of less expensive) to find, grow and mange such skills in emerging countries. (Note, that while the U.S. continues to lead the world in STEM PhDs, foreign-born students now account for more than half of all graduates. And since the U.S., through a combination of government policies and societal pressures, is making it increasingly difficult for foreign graduates to work in the U.S., more and more of these graduates are returning to their home countries—especially India and China—rather than contributing to the U.S. economy.

We have all seen, or at least heard of the rapid growth in offshore knowledge work:

  • Virtually all of the major financial service companies have opened offshore financial analysis centers;
  • All leading electronics and pharmaceutical companies have build large offshore research and development teams;
  • Offshore hospitals, which perform increasingly sophisticated surgeries for 15-20% of the price of domestic hospitals—with free foreign vacations thrown in—are proliferating and U.S. insurance companies are increasingly referring patients to them.

These, however, are just the most visible tip of a revolution that has begun to touch virtually every aspect of knowledge work. And while the fruits of these offshore knowledge sources were traditionally available only to those very large corporations that had the resources, skills and patience to build and manage their own offshore centers, the emergence of third-party KPO providers is rapidly democratizing the offshore knowledge processing industry, making such services available to mid-size, as well as large firms.

The Emergence of KPO Service Providers

All of the leading Indian IT providers now offer some knowledge processing services. (Tata Consulting Services, for example, offers business intelligence and performance management services, Infosys provides legal research and litigation support services and Wipro is a leader in product engineering services). A growing number of Western outsourcing providers also provide KPO services. IBM BPO/KPO offerings include a broad range of horizontal (including supply chain management) and vertical (as for banking, insurance and healthcare) offerings. So too does Accenture, with cross-industry services including financial and human resource management and industry-specific, such as Clinical Trial Management and Pharmacovigilance.

But while most of the leading outsourcers have begun to enter this field, their progress and active marketing of these offerings has—not surprisingly—slowed during the recession. As of now, the industry remains dominated by business KPO specialists. Although there are a few multi-line KPO providers, such as Outsource2India, KPO Experts and Evalueserve, the vast majority are specialists. More than 300 Indian firms already provide horizontal or industry-specific vertical services in fields including legal research and litigation support (Lexadigm), market research (Progonsys), business analytics (C-BIA) to architectural and drafting (Indovance) services.

Although the vast majority of the larger providers focus on providing business services to large or mid-sized companies, the Internet, combined with the emergence of third-party offshore service intermediaries, are now making KPO services available to very small businesses (as for Web design and accounting) and even individuals (such as for English and math tutors to personal assistants).

But, when you talk about business KPO providers, the discussion should begin with Evalueserve, one the first and largest of India’s multi-line KPO providers. My next blog (February 28 blog) will look specifically into the growth of Evalueserve and the range of services it provides. My March 7 blog will examine the implications for U.S. corporations and knowledge workers and what students and employees can do to “outsource-proof” their careers.

Posted in 21st Century Careers, Business Trends, Creating the 21st Century Workforce, Globalization, Immigration and Offshoring, IT Industry and Companies, IT Industry Trends, IT/Business Consulting/Outsourcing, IT/Software-as-a-Service, Job and Career Opportunities, Technology's Impact on Job Skills, Workforce Trends | 3 Responses »
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The Jobs of Today—and Tomorrow

Sunday, February 14th, 2010

I have written extensively about the jobs of tomorrow and the critical role of STEM (science, technology, engineering and math) skills in preparing applicants for these jobs. (See, for example, my recently completed free report, “IT Companies as Catalysts in Creating the 21st Century Workforce.“) As explained in a new CareerCast study, these skills also critical in preparing applicants for the jobs of today—or at least many of the “best jobs”.

“Best Jobs”

What are these “best jobs” and what makes them “the best”? The study, which compiles U.S. Bureau of Labor Statistics and Census Bureau data, evaluates jobs in terms of five criteria:

  1. Stress;
  2. Working environment;
  3. Physical demands;
  4. Income and growth potential; and
  5. Hiring outlook.

While not necessarily the highest skilled (neurosurgeon, corporate M&A lawyer), highest paying (bond trader, hedge fund manager) or most glamorous (movie star, professional athlete), these jobs are available in reasonably high numbers and are available to people with relatively moderate (typically a four-year degree) degree of education.

Just what are these jobs? The top ten are, in descending order: actuary, software engineer, computer systems analyst, biologist, historian, mathematician, paralegal assistant, statistician, accountant and dental hygienist. All but two (historian and paralegal) require some form of specialized STEM education.

Perhaps none of these jobs are quite your cup of tea. Or, perhaps unlike CareerCast, you do not weigh each of the five criteria equally. You may, for example, be motivated primarily by income and advancement potential, or you may actually prefer a physically demanding job.

No worries. There are dozens of other jobs. But be forewarned: 37 of the CareerCast’s 50 “best jobs” (out of a total 200 ranked jobs) require some form of explicit math, science or technology background. Moreover, as I have discussed in previous blogs, a number of the 13 additional jobs (such as historian, sociologist, anthropologist and archeologist) increasingly require specialized IT and math skills, such as in compiling and analyzing huge quantities of information and data.  

Of course, this doesn’t suggest that ALL jobs that are intellectually, emotionally and financially rewarding require STEM educations. You can, for example, become a philosopher (11), attorney (80), author (74), clergyman (96) or artist (104), although most such professions require extensive training or specialized skills. There are also somewhat lower skill jobs. You can be a damn good paralegal (7), medical records technician (20), purchasing agent (40), jeweler (61) or actor (163) with little or no math or science training and few, if any, computer skills. But if you want to find jobs with no specialized training requirements or long apprentices, you generally have to move much further down the CareerCast list into lower-skill, more physical and/or more repetitive jobs such as waitperson (125), bus driver (137), retail salesperson (142) or mail carrier (191). And if you really want to live on the edge (literally and figuratively), you can always become a lumberjack (199) or roustabout (200).

Skills Requirements

But regardless of which type of career you choose, the work environment of the 21st century will not be like that of the 20th century. Jobs will remain scarce for at least the next five years, more positions will become temporary or freelance, and a growing number of jobs will be devalued or disappear as a result of increasingly pervasive globalization of knowledge work and the automation of functions that used to require human discretion and labor.

Success in this new environment will require much more than strong, specialized domain skills (whether STEM-based or not). Traditional left-brain analytical skills will, in fact, become the ante required for success in tomorrow’s jobs. Knowledge workers who hope to capture and retain the best, highest-value and most secure jobs must also complement these capabilities with increasingly large doses of left-brained conceptual and empathic skills. And, with all due respect to technophobes, virtually all high-value knowledge jobs will also require at least basic quantitative, statistical and IT skills. IT, in fact, will increasingly have to become the second language for almost all 21st century knowledge workers.

Posted in 21st Century Careers, Business Trends, Creating the 21st Century Workforce, Economic and Political Forces, Economic Forces, Job and Career Opportunities, Skills Requirements, STEM Careers, Technology's Impact on Job Skills, Workforce Trends | No Responses »
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The Government’s Efforts to Bridge Schools’ STEM Gap

Sunday, February 7th, 2010

I have written extensively about the U.S.’s urgent need to retool its workforce to compete in the Global Knowledge Economy of the 21st century, and of the particularly critical need for a whole new level of STEM (Science, Technology, Engineering and Mathematics) literacy. Although this need must be addressed at all education levels, from primary school through universities and continually through one’s career, the biggest and most pressing gap lies in the formative years, from elementary school through high school.

Just how big is this gap? U.S. 15-year olds now rank a dismal 21st in the world in science and 25th in math. It is similarly drawing up the bottom in high school completion, where the 2006 PISA study ranks it 21st out of 27 OECD countries. Meanwhile, at a time when virtually every knowledge-based career requires strong IT skills, most U.S. middle and high school computer classes focus on teaching rudimentary Windows, word processing and spreadsheet usage, rather than the value of IT in all disciplines and occupations. But our educational prowess relative to OECD countries is one thing. We are now even getting our STEM educational clocks cleaned by China, where:

  • Math, science (not to speak of foreign language) skills are the primary focus of the educational system, from elementary school, all the way through universities;
  • IT is integrated into math and other high school curricula, rather than taught as a standalone set of skills;
  • College STEM graduation rates far exceed those in the U.S.; and even where
  • Adult literacy rates (over 90%) are higher than in the U.S. (86%).

In reality, how could we hope for much more when most teachers graduate in the bottom quartile of their college classes, only 39% of 8th grade math teachers and 7% of science teachers even majored in the subjects they are teaching and children devote so little time to homework. Compare this again with China, where, all math and science teachers must have degrees in these subjects, school years are longer and students devote twice as many hours to homework as their U.S. counterparts.

Government Progress

Although this is all pretty grim, we are seeing progress. And it is coming from the most unlikely of places—the U.S. government. While every U.S. president since Dwight Eisenhower has tried to create a national education program, virtually every effort has failed in Congress. Sure, George W. Bush managed to get No Child Left Behind through Congress, the law allows every state to set their own standards. And, 15 states that fell short of the law’s performance requirements found a creative way of staying in compliance—they simply lowered the scores required to demonstrate proficiency.

Although a couple of multistate organizations, the National Governors Association and the Council of Chief State School Officials, are making some progress in creating a voluntary set of common standards for Math and English education, Barack Obama shares his predecessor’s view of the need for national action. However, he understands (all too well) the perils of relying on Congress. He, therefore, gave Arne Duncan, his Education Secretary, unprecedented power and an unprecedented pool of money ($4.35 billion) to incent states to pursue innovative strategies for recruiting, credentialing, rewarding, and retaining teachers. Although this Race to the Top initiative will cover all subjects, it is particularly skewed to STEM education.

Obama would like to do much more to address many of the fundamental deficiencies of the current educational system. Yet he recognizes the formidable political, fiscal and practical constraints to enacting true educational reform. Therefore, he is attempting to enlist the private sector to fund and drive additional programs.

Enlisting Private Sector Help

In November, OBama announced a new campaign to encourage businesses and not-for-profit organizations to help enhance science, technology, engineering and math education in middle and high schools. This Educate to Innovate program is focused on encouraging companies and non-profits to contribute $250 million worth of time, money and volunteers to create extracurricular education programs to expand children’s interest in and knowledge of STEM. As reported in the New York Times, some of the first of what are expected to grow into a larger number of commitments include:

  • Discovery Communications is sponsoring two hours of commercial-free, after-school Science Channel programming to be targeted at middle school students;
  • Science and engineering societies’ commitments to provide volunteers to work with children;
  • PBS will incorporate a science focus into two years of Sesame Street programming;
  • Time Warner Cable, which has committed to devoting 80% of all its philanthropic efforts to science and math education, will also create and promote a web site that will provide a searchable directory of local science activities;
  • Sony will donate 1,000 PlayStation 3 game consoles and LittleBigPlanet educational games to libraries and community organizations and fund a $300,000 contest to incent game designers to develop science- and math-based games that Sony will distribute free; and
  • The Jack D. Hidary and MacArthur Foundations are working with the National Science Teachers Association and American Chemical Society to launch a website (http://www.nationallabday.org/) to create a Web site that will match volunteer scientists with teachers looking for assistance in teaching specific areas.

Intel, which already has one of the largest and most active STEM education initiatives in the world (which I’ll discuss in some future blogs), is playing a particularly central role in this imitative. It is launching a ten-year, $200 million cash and in-kind campaign to help train more than 100,000 U.S. math and science teachers and is committing its own employees to volunteer 100,000 hours to improving STEM education. Its former chairman, Craig Barrett, will also work with prominent technology CEOs and former astronaut Sally Ride, to encourage other corporations and foundations to fund and participate in efforts to improve STEM education.

Promising First Steps

The bad news is that U.S. educational system (especially elementary, middle and high school) has dug itself into a huge hole. It is not vaguely prepared to teach the types of skills that tomorrow’s workers will need to compete in an increasingly global economy that is being redefined by information and communications technology.

The good news is that virtually everybody—private sector and public sector and Democrat and Republican—recognizes these deficiencies and the urgency of addressing them. George W. Bush—with solid bipartisan support—took an important first step (No Child Left Behind) in addressing these needs. Barack Obama, without waiting for Congress, has taken two more. Race to the Top provides schools with compelling incentives to reinvent policies and processes. Educate to Innovate enlists the private sector to help identify, enable and fund some of these changes. Both focus on those areas that are in greatest need of change—how middle and high school students are exposed to and taught math and science.

Ideally, politicians of both parties will again come together to acknowledge this critical need and address it in a comprehensive and enlightened manner. But even if not, Educate to Innovate, in particular, sets an important precedent as:

  • An effort to encourage and focus the efforts of the private sector (especially information companies and foundations) around a common goal.

This will hopefully be the first of many initiatives in which government attempts to mobilize the private sector to address critical societal issues.

Posted in 21st Century Careers, Business Trends, Corporate Social Responsibility, Creating the 21st Century Workforce, Economic and Political Forces, Education System and Institutions, Job and Career Opportunities, K-12, Political Forces, Skills Requirements, Societal Forces, STEM Careers, Technology's Impact on Job Skills, Workforce Trends | No Responses »
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