Skills Development: The Philippine IT-BPM...
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Skills Development: The Philippine IT-BPM Story Presented by: Penny S. Bongato Executive Director, IT & Business Process Association of the Philippines
Transcript of Skills Development: The Philippine IT-BPM...
Skills Development: The Philippine IT-BPM Story
Presented by:Penny S. BongatoExecutive Director, IT & Business Process Association of the Philippines
Where are the 7,107 Islands?
The Philippines
what we do
Voice – Based Services Suppliers Homegrown Suppliers
Banking, Financial Services and Insurance IT and Software Services
NASSCOM’S Top BPOs Shared Service Centers / Captives
Who Are With Us
Maintenance, Repair, Overhaul ServicesClinical Research Outsourcing
HR Outsourcing Legal Process Outsourcing
Engineering Services OutsourcingCreative Services Outsourcing
Medical Services Outsourcing
Who Are With Us
industry
outlook
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Philippine IT-BPM industry size
2006–2014; US$ billionx% YoY Growth
1Philippines IT-BPM market as percentage of global offshore services market, in revenue termsSources: BPAP, ACPI, CCAP, GDAP, HIMOAP, PSIA
# FTEs
(~‘000) 236 371 424 527
3.44.5
6.17.1
8.9
11.0
13.2
16.1
18.9
2006 2007 2008 2009 2010 2011 2012 2013 2014
34%17%
25%
24%
Copyright ©2014: BPAP. All rights reserved.
19%
298 640 777
The Philippine IT-BPM 2014 Performance
31%45%
22%
917
8
1071
19%
Impact on the Philippine Economy
Note: GDP at current prices
Source: Philippine Statistical Authority (PSA); BSP; DOLE-BLES; team analysis
Total Exports
USD billions
Employment contribution
Million jobs
97.6%
2.4%
98.8
2005
94%
6%
272.0
2013
100% =
95%
5%
47.5
2005
79%
21%
76.0
2013
100% =
GDP
USD billions
IT-BPM industry contributed
6% to total Philippine GDP
by 2013
Industry’s 27% CAGR for 8 years
exceeded 6% CAGR of total
exports for the same period
The IT-BPM industry contributed
16% to annual increases in total no.
of employed individuals for the past
four years
88%
12%
1.1
2005-06
84%
16%
3.1
2010-2013
100% =
Others
IT-BPM
by the numbers
number
voiceOutsourcing Destination
by the numbers
ranked ndGlobal Outsourcing
Destination
US$
billion2014 IT-BPM Revenue
12
Million
2015 Direct Employment Forecast
13
US$
billion2015 IT-BPM Revenue Forecast
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Scalable Educated Talent Pool
Cost Competiveness
Excellent Infrastructure
Government Support & Public-Private
Partnership
Proven Track Record
Why The Philippines
77% 9%
9%
5%
IBPAP, Tholons Analysis
Revenue Contribution by Regions (%, 100% = USD 18.4 BN)
Key Global Markets
Advantage Vision
Indexed Operating Costs per FTE per Annum (BPM Market Range)
Tholons Analysis
Advantage Cost
21,300
Current FTEs
219,000
792,000
Absorptive capacity
Calabarzon Hub
• Santa Rosa
• Bacoor/Imus/Dasma
• Lipa
• Cainta
• Lucena
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Current FTEs
42,000
Absorptive capacity
Central/ Northern
Luzon Hub
• Metro Clark
• Metro Subic
• Baguio
• Tarlac
• Malolos
2
38,882
Current FTEs
133,000
461,529
Absorptive capacity
Western Visayas Hub
• Bacolod
• Iloilo City
3
24,900
Current FTEs
39,000
108,000
Absorptive capacity
Central Visayas Hub
• Cebu City
• Lapu-Lapu City
• Mandaue City
• Dumaguete
• Tagbilaran
47,700
Current FTEs
44,000
162,000
Absorptive capacity
Absorptive capacity at current yield rates
Additional capacity at targeted yield rates
NCR
10,000
117,000
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Current FTEs Theoretical capacity
1.4M
485,600787,000
Davao-GenSan Hub5
National Capital Region
70% of IT-BPM jobs are in NCR, with only 25% of PH graduates; IT-BPO is biggest private-sector job creator and employer in many tier 2‒3 cities
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Economic Growth Impact Nationwide
by the numbers
growth
milliondirect employment
by 2016
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by the numbers
US$
billion2016 IT-BPM Revenue
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industry
challenges
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Paper Screening
Initial Interview
Testing
Final Interview
Job Offer
Hire
100 Applicants
7-10 Hires
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The Recruitment Funnel
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• Assessment of Competency – Global Competitiveness Assessment Tool
• Development of interventions:• Short term• Medium term• Long Term
Our Skills Development Journey
• Conducted across 3,000 agents and 20,000 students26
• Learning Ability (Verbal and Numerical)
• English Proficiency
• Perceptual Speed and Accuracy
• Computer Literacy
• Communication
• Learning Orientation
• Courtesy
• Empathy
• Reliability
• Responsiveness
Basic Skills Behavioral (Service Orientation)
Global Competitiveness Assessment Test (GCAT)
Average Scores Per School for Communication Vis-a-Vis Industry Scores
* Communication: explaining service, keeping the customers informed in language
they can understand and listen to.
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Average Scored per School –Communication*
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• Near Hire Program ( 3 weeks to 6 months training)• Contact Center Services • Programming (C++, Java, RPG, Cobol)• Animation (2D, 3D)• Medical Transcription• Medical Coding• Game Development
Designed by industryConducted by certified training institutions and certified trainersSubsidy from the government
Industry Response to the Assessment(Short Term Solution – Needed NOW)
Service Management Specialization Track(in Undergraduate Education and K-12)
Approved by the Commission on Higher Education (CHED) and Department of Education (DepEd)
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Industry Response to the Assessment(Medium and Long Term Solution)
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• Integrated Content• Standard methods design
for scale deployment• Certification and QA of
Master Trainers
• Standards and scale deployment
• Assessment and QA of Faculty
Enabling Partners(Training institutions, Solutions providers)
Industry AssociationsIBPAP with ACPI, GDAP,
CCAP, HIMOAP, PSIA, GICC
Academe, Training companies
Industry Partner Company
• Standards: Development, Assessment/Industry Certification, QA & Continuing Development
• Over-All Governance• Industry/Career Marketing• Academe Leaders
• Co develop standards• Supply Graduates to
Industry Partner• Promote Industry &
Industry Standards
• Academe/ training companies I Strategic Partner
• Industry Branding• On the job training
Enabler
Training &
Certification
Our Framework
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Technical
Behavioral
Domain
IT
Business
Business Communication
Internship
Process
Fundamentals of IT-BPO 101
Fundamentals of IT-BPO 102
Service Culture
Systems Thinking
How does Service Management address the competencies identified in GCAT?
Committee members include :• Core industry representatives from IBM, Accenture, HP, Stream
Global, Philippine Software Industry Association (PSIA), Health Information Management Outsourcing Association of the Philippines (HIMOAP)
• Academe representatives from Asia Pacific College, Jose Rizal University, Our Lady of Fatima and member schools of Phil. Assoc. of Collegiate Schools of Business
• Other industry and academe representatives
Service Management Specialization Track under CMO No. 6 and 34, Series of 2012
IBPAP Specialization Track• Business Communications for the Global Workspace• Service Culture• Principles of Systems Thinking• Fundamentals of IT-Business Processes of Outsourcing 101 • Fundamentals of IT-Business Processes of Outsourcing 102• OJT/ Internship Program 600 hours
• 21 units (including OJT)• Approved for Business and IT courses
Service Management Specialization Track under CMO No. 6 and 34, Series of 2012
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Success Story(Pilot Run of Service Management
Program)
Targets by end of Project:685 Teachers trained in SMP
2,800 Teachers trained in Language Tracks20,000 Students enrolled in SMP
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* Funded by the Commission on Higher Education
Nationwide Roll Out of Service Management*
IT-BPM Industry
Knowledge HubProject – Online
Service Management
Asian Development Bank
Department of Finance
University of the PhilippinesOpen University (UPOU)
Asian Institute of Management (AIM)
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eSMPUnder University of the Philippines Open University funded by the
Asian Development Bank
Scholarship for 3,000 students and 900 teachers
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eSMP – Online and Blended
What’s
NEXT?
• Middle management – availability and experience
• Niche skills, i.e. investment banking• Emergence of other countries• Rise of new technologies• Impact of ASEAN integration• Perception of the IT-BPM career
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Facing the Challenges
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Customer Service Advisor
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Financial Analyst
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Thank you!
Penny S. Bongato, FPM
Executive Director, IBPAP
Part time Faculty, De La Salle College of St. Benilde
www.linkedin.com/in/pennybongato
