Skills Development: The Philippine IT-BPM...
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
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
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
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
21,300
Current FTEs
219,000
792,000
Absorptive capacity
Calabarzon Hub
• Santa Rosa
• Bacoor/Imus/Dasma
• Lipa
• Cainta
• Lucena
1
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
4
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
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
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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• 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
Thank you!
Penny S. Bongato, FPM
Executive Director, IBPAP
Part time Faculty, De La Salle College of St. Benilde
www.linkedin.com/in/pennybongato