Transcript DELOCALISATION INTERNATIONALE DES ACTIVITES DE …

International service
tradability
understanding the service
offshoring
Pierre-Yves LEO
Jean PHILIPPE
Aix Marseille University France
CERGAM-MI, Faculté d’économie et de gestion
MC Monnoyer
Toulouse University
The context
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International outsourcing of service activities
fuels fears of globalization
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Low skilled jobs and skilled workers are both concerned
Concentration on software, tech-consulting business, marketing surveys,
call centers, pharmaceutical testing services
But
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a small % of the total service workforce can be performed in foreign
locations
Few truly multinational service companies
Outsourced Job loss are less than job loss by service productivity gains
in home countries
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A research question
Offshoring could take to a far greater magnitude in the
very near future
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Services are no longer “protected” from international
competition
Former planned economies have opened up free trade
The drop in the price of telecommunications has enabled
the emergence of crossborder service exchanges
Which kind of offshoring for service firms ?
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Agenda
To clarify the debate
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1.
Service firms organization models
1.
The mecanisms of service offshoring
1.
Determining factors of delocalization
2.
Conclusion
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1.Service firms organization models
Traditional service firms
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Face to face in firm premises
Dichotomy between back and front office
Professional service firms
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Face to face in client premises
Administrative back office
Internet service firms
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No face to face, firm location in cyber space
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L’entreprise de service traditionnelle
ARRIERE
DEVANT
Service A
Support
Physique
et M.O
S
SUPPORT
PHYSIQUE
Service B
O
I
Management
de l'unité
Jamais
visible
par le
client
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"back office"
partiellement et/ou
épisodiquement
visible par le client
PERSONNEL
EN CONTACT
"front office"
toujours visible
par le client
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Client
A
Client
B
Eiglier & Langeard
Le modèle Flexiform
Unité
opérationnelle
Environnement hors
client
consultant
client
Centre
Directeur économique
général
Unité
opérationnelle
Équipe de gestion
Chef d’équipe
consultant
Aire de travail
Espace de liaison
client
Centre administratif
Flux de pouvoir :
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Flux d’autorité :
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Le modèle Internet
Cyber espace
@client
Centres de
données de
2° niveau
interfaces
serveur
Exemples
bourse
bibliothèques
données
@client
@personnel
en contact
Centre
logistique
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Servuction
Traditionnelle
Hôtel, etc.
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2.The mecanisms of service offshoring
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ICT bring costs reduction and new service concepts
The internationalization of firms works like a
catalyser of the new concepts
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It constitutes a factor for standardized procedures
It brings plasticity
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2. Conditions of ICT use
 Service
immateriality
 Propensity to be
digitalized
 Simple service offer
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2. Conditions of ICT use
Accuracy of information
given by clients
 Length of customer contact
 Foreseeable service result
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2. Impact of ICT on service tradability
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Use of cross border relations instead of movements of
person either the client or the contact personnel
Wiring of the foreign agencies to multinational networks
Production of services through network (Intranet,
Extranet, Internet) on a fragmented mode by added value
collected in different locations similar to industrial mode
of production
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2.Impact of ICT on firms
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Spatial dissociation of back and front office
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Exportation of cross borders services
Service of domestic clients by outsourced front offices (call
centers)
Outsourcing of back offices working for various domestic
front offices
Network of foreign front offices to share elements of back
office (client data, firm data)
Grouping of back offices agencies of multinational firm in
central regional location
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2.Determinants of outsourcing - costs
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Low-wage work force, flexibility and skills
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Cultural and linguistic proximity
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International IT connections
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Fiscal and administrative attractiveness
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Metropolitan location in order to benefit of customers
concentration, quality of infrastructures, skilled work
force
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2.Determinants of outsourcing – demand
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Markets dynamics for customers services
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Level and growth of revenue per capita
Urban concentration
Markets dynamics for producers services
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Level of externalization in the economy
% of tertiary jobs in manufacturing firms
Rate of structural sector change
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3. Determining factors of delocalization
Type
of
Delocaliza
tion
Geography
Fiscal and
administrative
environment
Foreign
agency
serving
local
market
-Metropolitan
population
-Transport &
Telecom
infrastructures
- Climate
- Settlement
laws
- Profit
Transfer
regulation
- Profession
regulation
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Economy
Culture
- Market size & - Religious &
growth rate
social norms
- Importance of
- Cultural
the population
proximity
(consumer
services)
- Consumer
incomes (personal
services)
- Tertiarization of
the economy
(Business Serv.)
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3.Determining factors of delocalization
Type of
internatio
nalization
Foreign
agency
serving
home
market
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Geography
-Transport &
telecom
infrastructures
-Compatibility
of time zones
-Distance
Fiscal and
administrative
environment
Economy
Culture
- Settlement law
- Profit Transfer
regulation
-Job flexibility
-Fiscal
competitiveness
-Bureaucratic
style
-Skilled workers
with low wages
-Importance of
man power turn
over
- Common
language
- Cultural
proximity
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3.Determining factors of delocalization
Geography
Fiscal and
administrative
environment
Economy
Culture
Outsourced
back office -Telecom
infrastructures
-Compatibility
of time zones
-Distance
Administrative
system
-Job flexibility
-Fiscal
exemption
-Light
bureaucratic
style
-Skilled workers
with low wages
-Importance of man
power turn over
-Efficient laws and
judiciary system
against digital
piracy & counterfeit
- Common
language
- Religious
neutrality
Type
of
internation
alization
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3.Determining factors of delocalization
Type
of Geography
Fiscal and
internation
administrative
alization
environment
Regional
outsourced
back office
of
multinational
Firms
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-Central
regional
position
-International
metropolis
-Transport &
Telecom
infrastructures
Infrastructures
position (hub)
-Administrative
system
-Job flexibility
-Fiscal
exemption
- bureaucratic
style
Economy
Culture
-Skilled workers
with low wages
-Importance of man
power turn over
-Efficient laws and
judiciary system
against digital
piracy &
counterfeit
- Common
language
- Religious
neutrality
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Conclusion
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Several outsourcing
trends:
- East to Western
Europe
- North to South
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No more shelter for
service jobs
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But still most services can
only be consumed and
performed locally
06/2005 French Sénat
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Thank you,
Muchas gracias
Merci
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