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The Western European BPO Market, Forecast and Analysis, 2003-2008Product Type: Market Research ReportPublished by: IDC Published: May 2004 Product Code: R104-15599 Description
According to recently published research by IDC, spending in Western Europe on "core BPO" services (human resources, finance and accounting, customer care, procurement and industry-specific BPO) reached an estimated $16.3 billion in 2003. The BPO market has seen increased take-up across industries, countries, large and medium sized public and private sector organizations as well as global multinational organizations such as BP, General Motors, Proctor & Gamble, Swiss Re, Deutsche Bank and BAE SYSTEMS. Fueled by the needs of these organizations to drive down costs and become more adaptive and responsive to customer as well as regulatory demands in extremely competitive industries, these markets are anticipated to grow at an average cumulative growth rate (CAGR) of 18.7% over the forecast period 2003?2008. "This rapid growth in take up of BPO services doesn't spell the end of the traditional IT services market," said IDC Research Manager Mike Friend. "BPO contracts on average not only remain significantly smaller than IT outsourcing contracts, but accounted for just 18 of the top 100 outsourcing contracts tracked by IDC in 2003. In fact, BPO services in the main are targeted at large organizations where higher volume transactions and therefore economies of scale can generate attractive margins for the service provider. This leaves a substantial market that is not currently being served by BPO providers." BPO providers have however thrown up a challenge, successfully exploiting a weakness perceived in many large scale ICT infrastructure projects, that these have not delivered the full potential benefit to the client because the focus has been at the corporate rather than the business process level. BPO service providers' primary objective has therefore been to develop strong process management and change management consulting expertise, using technology where appropriate to automate a greater share of the business processes. This message has found increasing resonance with the customer ? as a result of which several ICT providers have either acquired BPO capabilities (IBM's acquisition of PwC Consulting and Daksh), invested in externalizing their in-house capabilities (T-Systems), or created strategic alliances with leading BPO providers (Capgemini with Vertex or SBS with PwC, for example). IDC's study Forecast and Analysis of the Western European BPO Market, 2003?2008 (IDC #BP53L) provides an analysis of key market drivers and inhibitors as well as recommendations and actions for BPO providers going forward. The study also includes analysis of the following: Critical success factors for service providers in the European BPO market Service delivery models and the impact of nearshore/offshore capabilities in the value proposition Impact of Sarbanes-Oxley, IAS 2005 and Basel II etc. on the finance function and the role of the CFO The role of technology and ERPs in the provision of business intelligence and financial dataWith the competitive landscape in BPO changing rapidly this study also provides an analysis of the leading BPO providers in the European market Table of Contents Table of Contents IDC Opinion In This Study Methodology Primary Research Methods Supply-Side Data Secondary Data Sources Market Sizing Methodology Impact of Exchanges Rates Table: Key Exchange Rates Information Definitions Business Process Outsourcing (BPO) Core BPO Executive Summary Situation Overview The European BPO Market Current Industry Dynamics The Convergence of ITO and BPO Future Outlook Forecast and Assumptions Table: Key Forecast Assumptions for the Western European BPO Market, 2003-2008 Figure: The Migration to a BPO Service Delivery Model Economic Trends Customer Trends European BPO Market Market Analysis and Forecast, 2003?2008 Table: Western European BPO Services Market, 2003-2008, by Process Figure: Western European BPO Services Market, 2008, by Process Market Analysis by Business Process Table: Selected BPO Contracts by Size, 2000-2004 Customer Relationship Management BPO Human Resources BPO Finance and Accounting BPO Industry-Specific BPO Procurement BPO Market Analysis by Industry Sector Figure: Western European BPO Services Market, 2003?2008, by Industry ($M) Table: Western European BPO Services Market, 2003-2008, by Industry ($M) Industry Commentary Financial Services Main Challenges Faced by Financial Services Markets Government Government Challenges Manufacturing Manufacturing Challenges Distribution (Retail and Wholesale) Distribution Challenges Utilities Utilities Challenges Market Analysis by Country Figure: Western European BPO Services Market, 2003?2008, by Country ($M) Figure: Western European BPO Services Market, 2003?2008, by Country ($M) Table: Western European BPO Services Market, 2003-2008, by Country ($M) The BPO Market in the U.K. The BPO Market in France The BPO Market in Germany The BPO Market in Italy The BPO Market in the Benelux The Competitive Landscape in Europe for BPO Services Impact of Offshore and Nearshore Markets in Eastern Europe Reasons for Building Nearshore Capabilities in Central and Eastern Europe EC Data Protection and Safe Harbor Shared Service Centers in Eastern Europe Czech Republic, Prague Accenture IBM GS Hungary, Budapest Accenture SYKES EDS Poland, Warsaw Atos Origin EDS Exult, Krakow Essential Guidance BPO Service Provider Success Factors Learn More Related Research Synopsis |
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