Source: Business Week

Billionaire Carlos Slim was out of context and off the mark in his criticism of a study finding a lack of competition in Mexico’s phone industry, the Organization for Economic Cooperation and Development said.

Slim told reporters yesterday that the group’s report, released earlier this week, seemed to use data “pulled out of thin air.” The 72-year-old, who controls Mexico’s largest wireless and landline-phone companies, denied the study’s claims that Mexican carriers overcharged consumers $13.4 billion a year for phone and Internet services from 2005 to 2009.

Mexico’s government, which commissioned the study, is using it to validate efforts to create more competition in telecommunications. The findings support the government’s plan to auction off fiber-optic lines owned by the state power company and contracts to push high-speed Internet into communities where it’s not available, Communications and Transportation Minister Dionisio Perez-Jacome said this week.

“The OECD stands by its report in full,” the group said today in an e-mailed statement.

In addition to $13.4 billion a year in overcharges, the study concluded that Mexican phone companies missed out on $12.4 billion in sales a year because their prices weren’t low enough. Adding up those figures, the OECD said Mexico’s phone market had an “opportunity cost” of $25.8 billion a year.

Purchasing Power Parity

Slim dismissed that $25.8 billion figure, saying that the OECD was implying that the industry, which generates sales of $30 billion a year, should give up most of its revenue.

Instead, the OECD said, its report showed that if companies had offered lower prices, the decrease in sales would have been almost completely offset by an increase in new subscriptions.

Slim also criticized the use of a method called “purchasing power parity” used by the OECD to compare prices in different countries. He gave reporters copies of a separate OECD document that said the method wasn’t appropriate “to undertake price level comparisons at low levels of aggregation.”

The statisticians that developed the method endorse the way the OECD used it in the Mexico study, the group said today. Using simple price comparisons based on foreign exchange, the method Slim endorsed to show that Mexico’s prices are lower than in most other OECD member countries, is too vulnerable to currency swings, the OECD said.

Lower Broadband Adoption

Slim also took issue with the OECD’s conclusion that Mexico’s rate of broadband adoption, at 10.5 high-speed Internet subscribers per 100 habitants in 2010, was near the bottom of the rankings of its 34 member countries. It would have been more fair to divide those rates by the per-capita gross domestic product of each country, a measure which would make Mexico compare much more favorably, Slim said.

The report took GDP into account in its calculations of how lower prices would affect subscriptions, the OECD said today.

The OECD met with Slim’s America Movil SAB and with other carriers last year, the group said. Representatives of all 34 member countries reviewed the study in an October 2011 meeting in which America Movil had a representative present, the OECD said. Afterward, America Movil submitted comments on the study that were “given serious consideration” as the report was being finished, the OECD said.

An official at America Movil’s Telefonos de Mexico SAB fixed-line unit didn’t have an immediate comment today.

By Patrick Haller

When making sourcing decisions, a lot of attention is paid to the pricing structure and qualifications of service providers, while their actual location is sometimes a secondary  consideration. However, when assessing a destination, it’s important to realize that what might be favorable today can morph into a nightmare scenario tomorrow. Don’t be caught unaware and unprepared for the ever-changing dynamics of  the Nearshore.

The best-shoring process goes beyond looking at the usual criteria like cost effectiveness, employee attrition and service capabilities, and examines issues such as the hidden aspects of hiring and firing, how non-performance claims are managed, a country’s political stability, propensity for natural disasters, nationalization of businesses, and concerns about infrastructure. It’s dangerous to give these critical factors short shrift when concentrating on which provider offers the best financial deal.

International management consulting firm A.T. Kearney advises that “the best-shoring evaluation process selects the most favorable location by applying a comprehensive set of criteria, which include not only current cost effectiveness and scenario analyses, but also an assessment of service and quality levels, as well as the question of warranty.”

“There are several items that are driving the trends towards best sourcing of solutions,” said Ed Fitzpatrick, director of Managed Services at Charles River Development, during a podcast about IT development, “The key thing is the competitive nature of the industry. Especially coming off the last couple of years in the worldwide financial situation, it’s about proving competitiveness, lowering costs, driving operational efficiencies, getting more value out of their investments in technology and systems, better aligning costs and values, and of course, reducing the strain on limited internal IT resources.”

Looking deeper than immediate cost savings, buyers should take into consideration driving factors, such as:

• Available Talent – How big is the current qualified labor pool? Will the operation be able to scale-up over the next five to ten years? Who are the competitors for the same talent? What are the strengths and weaknesses? Are wages expected to increase from year-to-year? Do the labor laws favor workers or employers?  For example, even though Brazil has the largest population in South America, can the country offer better software developers than Colombia? Can Colombia compete on the wage scale with Chile? Will Chile produce enough qualified candidates for contact center work over the long-term than Argentina? Will wage inflation and restrictive labor laws in Argentina have an adverse effect on the ability to continue operations there? Which nation is known for a strong work ethic as compared to the others?  When it comes to hiring and firing, every aspect of the country’s employment law should be examined carefully.

• Soundness of Infrastructure – Just because a country was known for having solid infrastructure in the past does not mean it will be true in the future. For instance, Chile was thought of us being relatively sound in this regard, but recently President Piñera warned executives that Chile would face an energy crisis during his administration due to an estimated annual demand increase of up to 7%. Other nations too might face energy crises, or an inability to keep up with the need for improved telecommunications technology and internet access. Safe roads and highways, efficient and adequate transportation systems, accessibility to international airports are also major considerations. El Dorado, the main international airport in Colombia’s capital city, Bogota, is being completely rebuilt in order to accommodate the heavily increased passenger traffic. However, observers have noted that by time the new facility is completely operational it will already be inadequate. Therefore, plans are under consideration to build a second airport.

• Natural Disasters – No country on earth is safeguarded from nature’s wrath. However, some are more prone to disasters than others. As charted by PreventionWeb, Chile is more prone to earthquakes than flooding, Colombia can suffer from flooding and earthquakes, Argentina is also susceptible to flooding whereas drought is the biggest threat to Brazil. Whatever the hazard, be sure redundant systems are in place and assess how quickly business can resume.

• Claims for Non-performance – Even though the contract might contain very specific clauses relating to non-performance issues, what jurisdiction will the contract be enforced in? If in the provider’s home country is there a enough of a history of similar cases in order to establish a precedence, and if so, who have they favored? If not, how would such a case be handled?

• Political Risk – Are foreign business entities welcome to operate freely within the selected country? Does the country have a history of nationalizing private enterprises, or are there indications to suggest this will start happening? Can the government close down an operation that is deemed contrary to their philosophy? Will a foreign entity, or a company hired by a foreign entity, be abruptly shut down? These are very real concerns, especially in Latin America where the political dynamics change rapidly in some nations. Closely examine the policies of countries such as Venezuela and Argentina who have been shown to be volatile environments, whereas Chile and Colombia stand as recent examples of political stability.

• Immigration Policies – Providers might need to hire employees from other countries, even on a temporary basis, in order to ensure they have the right individual in the right position. Also, companies that have shared services or captives most likely will want at least some high-level personnel from established business centers to oversee their operations. What countries are more welcoming to foreign workers? Where are the least restrictive immigration policies? Can foreign employees be arrested or deported without cause? Be sure to research these policies in-depth and gain an understanding of a particular country’s record, and pay attention to the “writing on the wall.”

Do not underestimate the importance of digging into these fundamental aspects of sourcing. Remember that the relationship is not only with your provider, but also with their country.

By Bill Huber, Partner, ISG, and Kristen Elvinger, Research Associate

Concerns exist over the capacity of Latin American service providers to absorb rapid growth. Several global providers currently have a presence in Latin America, and tax and other trade incentives will help attract more outsourcers to the region. And, many Latin American countries are positioned to further develop emerging areas of specialization. Indeed, lessons learned from India, China, and some Eastern European countries suggest that specialization and quality-focused differentiation will be the keys to success, especially for countries with small populations.

Following is a review of major outsourcing destinations in Latin America, including assessments of strengths and business environments.

Mexico’s Head Start

Mexico benefits from a ten-year or so head start in the outsourcing business (primarily in call centers), proximity to the United States, membership in NAFTA, and a large pool of English speakers. Additional pluses: high-quality telecom infrastructure, good quality road and railway networks, and many airports. Mexico’s growing IT and BPO offerings are expected to increase 10% year-on-year, according to a study by HfS. Several cities offer a variety of trade incentives, including cash grants of up to 50% of total investments, and tax credits up to 30% of R&D expenses. Indeed, competition between states and cities to attract clients is helping to drive Mexico’s outsourcing maturity. While some have expressed concern about Mexico’s ability to develop higher value offerings, a number of initiatives – such as the Programa para el Desarrollo de la Industria del Software (PROSOFT) – are in place to develop skills for the workplace. On the downside, myriad security risks, both real and perceived, have hurt Mexico’s reputation.

Brazil Is Bigger

With the largest IT market in Latin America and the world’s second largest pool of COBOL programmers, Brazil boasts formidable outsourcing resources, characterized by a the presence of several global providers, well-established call center business, many R&D development centers, and a strong global services industry. While English fluency rates are low at 5%, that figure still represents approximately 10 million people, meaning Brazil has the ability to scale. Brazil also has very good telecommunications infrastructure, wide use of broadband, and the second highest number of airports in the world.

With a history as a quick adopter of new technology and methods, Brazil anticipates significant growth in high-value BPO and ITO in the next two years. Labor and export regulations, however, are a negative. And while incentives such as reduction in social security contributions and tax deductions for technology transfers are attractive to IT companies, exports of services are taxed heavily. Moreover, unfavorable labor laws and associated employment costs can be a concern. This paired with their large potential talent base gives them the opportunity to become a large nearshore destination if the government can create better trade incentives and bureaucracy.

Argentina’s Infrastructure and Bilingualism

Argentina boasts the best telecommunications infrastructure, the second-largest IT market, and the largest pool of bilingual employees in Latin America. Following the devaluation of the peso in 2001, Argentina took an economic hit that drove down wages and office real estate, which in turn attracted outsourcers. Responding to the opportunity, the government implemented a plan to develop the IT industry, focusing on software development and technical call centers. The initiative was characterized by a range of incentives for IT companies, including a 60% income tax exemption for software companies, 70% reduction on social contributions, and no restrictions on wiring foreign currencies for imports.

Argentina’s more progressive standards and data protection laws, moreover, are attractive. While Argentina is well-positioned to attract further outsourcing activity, bureaucratic hurdles are an obstacle, as with many other Latin American countries. Also, Argentina is implementing new trade restrictions . To address the challenges, many foreign companies are initially partnering with local providers when entering Argentina’s market.

Chile Seeks Higher Value

Chile’s stable government and currency, well-developed telecommunications infrastructure, and easy immigration policies make for an attractive destination for outsourcers. Recognizing that its small size requires a quality-rather-than-quantity-focused approach, Chile has created longer, more extensive IT education programs geared to high-value KPO, ITO, and shared services. The Chilean Economic Development Agency (CORFO) created InvestChile to provide investment incentives in more high-tech fields. Free trade agreements with the US, Canada, Australia, and China, as well as agreements to avoid double taxation on exports, are also attractive. Although approximately a ten-hour flight from the US, Chile shares time zones with the US. ChileiT is also actively working to promote its members to the international market.

Other Nations on the Rise

Other Latin American countries growing their outsourcing offerings include Costa Rica, Panama, Uruguay, El Salvador, Colombia, and Nicaragua. Most offer a few tax incentives and relatively good language skills. Key requirements will be to improve telecommunications infrastructure, grow English speaking populations, and develop IT skills. At present, most activity is in call centers, with a focus on specialization as a differentiating factor. Costa Rica, for example, touts its expertise in financial services.

Latin American countries are working hard to gain market share and raise their profiles as outsourcing destinations. Years of developing workforces, improving trade incentives, and building political stability are paying off. Concerns over scale are being addressed through pooling across multiple locations. Providers who are pursuing this strategy include Accenture, Capgemini, IBM, TCS, HCL, Cognizant, and Wipro.

Specialization can help Latin countries gain further advantage aside from being a nearshore destination. Although this strategy includes some risk, as outsourcing trends can change, many large destinations got their start using this approach. So far, Latin America has taken great steps in developing better skilled workforces and better business environments to support their Nearshore advantages of shared time zones, cultural affinity with the US, and more accent-neutral English skills. With proper identification of processes to outsource and the appropriate matchup of location and company, US companies can benefit greatly from Nearshoring to Latin America.

Bill Huber is Partner with ISG, a leading technology insights, market intelligence, and advisory services company. Kristen Elvinger is a research associate.

São Paulo: Making Manhattan look cheap.

By Filipe Pacheco

High costs are one of the prices international companies must pay for doing business in Brazil– especially when it comes to the services industry. Now one of the most plugged-in financial institutions in the world, the International Monetary Fund, has released numbers that demonstrate what many suspected anyway: The cost of living in Brazil in 2011 rose to slightly higher than that of the United States.

Considering a list of 150 emerging economies, Brazil is basically the only one that had an expected GDP forecast for last year based on purchasing-power-parity (PPP) lower than the real GDP – which means the prices converted to American dollars are higher than in the United States.

The IMF estimates that the Brazilian GDP was US$2.51 trillion, which makes the country the 6th biggest economy in the world. Emerging economies typically have a higher PPP GDP than their real GDP, which means that, even though they might produce less than the United States, the same amount of money can buy more within their boundaries.

Brazil is essentially the only exception. Here, you can buy less than in the United States with the same amount of money. The other BRIC countries – Russia, China, and India – are all cheaper in the same comparison. Just four other emerging economies had results similar to those of Brazil, according to the IMF, but the comparison is not quite fair. They are St. Vincent & The Grenadines, a small archipelago in the Caribbean; Zimbabwe, with a hyperinflation economy that has destroyed the national currency; and the oil-rich regions of Kuwait and the United Arab Emirates.

What brings the prices higher in Brazil is the cost of services, since they cannot be imported. If national industry comes up with high prices for goods or machinery, for example, there is the possibility that competing goods or machinery can be imported, even though there are taxes that fall upon them. Those prices have become considerably lower recently, due to a depressed economic situation in the rich countries and China producing lots and lots of everything.

The Real Problem

Added to that is the value of the Brazilian real – today traded at about R$1.80 to every US$1. That price is affected by the exportation of commodities – Brazil is among the biggest exporters of iron ore in the world, for example – and the large inflow of foreign money that enters the country to take advantage of the high interest rates that still prevail here and the good prospects for the local economy. Another reason pointed to as an explanation for the high cost of living is a problem that is also considered a barrier for the IT industry as well: the high rate of taxes.

“This inversion shows that things here do not fit the normal pattern, because the currency rate is completely out of synch with historical activity, with a huge valuation in the past few years,” Armando Castelar, economist at Fundação Getúlio Vargas, one of the most recognized economic institutes in the country, told the newspaper O Estado de S.Paulo.

“Either Brazil gets cheaper and improves its productivity or we will become a services economy at an early stage,” argues Júlio Sérgio Gomes de Almeida, director of the Institute of Studies for Industrial Development (or Instituto de Estudos para o Desenvolvimento Industrial). He warns there is a risk of Brazil becoming an expensive country based only on a services industry, and without a strong industrial base.

Office Space Deluxe

Research done this month by the consulting company Cushman & Wakefield South America has shown that renting a business office in Itaim Bibi, in São Paulo, or in the charming neighborhood of Leblon, in Rio, is often more expansive than in fancy commercial areas of Manhattan or Washington DC.

In Leblon, the price for a square meter of commercial rental space is US$69.4 a month, while in Midtown Manhattan, a square meter may cost around US$63. In São Paulo, in the business regions of Avenida Faria Lima, Jardins, Avenida Paulista, or Chácara Santo Antônio, the average price for a square meter is about US$60.

In the past year, Brazilian office-space prices have risen 22.6% in comparison to the same period of 2010, according to Cushman & Wakefield. Even though the prices are high, the vacancy level is quite low – in Itaim, only 0.9% of the offices are vacant.

When it comes to services, a few other examples can give you a good sense of how expensive some things can be in the big Brazilian cities. Going to work out at a Rebook Center gym in São Paulo costs R$690 (US$385) per month with an annual membership, while in New York, the average price for the same chain is around R$382 ($US210).

Going to the movies costs, per person, R$28 (US$16), while in a good movie theater in New York, that would be R$24 (US$12). A cheeseburger with soda at the local unit of PJ Clark’s is around R$37 (US$21), while in the States that would be about R$32 (US$18). On your way back home, a ride from Avenida Paulista, in the heart of the city, to the International Airport at Guarulhos may cost R$108 (US$60), one dollar more than going from Manhattan to JFK – R$107 ($59). The numbers are drawn from research done by O Estado de S.Paulo.

“São Paulo scares me more and more each time I am here,” Raphael Quintella, who has lived in New York for five years, told the newspaper. “Going to a good restaurant in the city costs me more than going to one of the same level in New York. That is applicable to a good Japanese restaurant or to a churrascaria [typical Brazilian barbecue house].”

Jamaica’s growing reputation as a top Caribbean destination for investment in Information and Communication Technology (ICT) and other key growth sectors is set to take centre stage on March 1-2, 2012, as the island lays out the red carpet for investors seeking opportunities in the region’s largest English-speaking economy.

The Jamaica Investment Forum 2012, which will be staged at the new Montego Bay Convention Centre, will focus on the business opportunities that exist in ICT, as well as other priority areas such as Tourism, Manufacturing and major privatization and development projects.

The Prime Minister of Jamaica, the Most Hon. Portia Simpson Miller, will head a high profile slate of local and international speakers at the Forum, which is being organized by JAMPRO, the country’s investment promotion agency, in partnership with the Inter-American Development Bank (IDB) and the Compete Caribbean Programme. The opening of the event will feature presentations from Anthony Hylton, the Minister of Industry, Investment and Commerce, and a high-level representative from the IDB.

The sectoral session on ICT will focus on opportunities in Business Process Outsourcing (BPO) and IT Export Services (ITES) and will feature a mix of information and testimonials from expert panellists and existing investors. Among the confirmed speakers for this session are Connie Harvey, EVP, COO, Commercial Solutions, ACS, A Xerox Company; Dr. Harsh Muthal, CEO Tholons Inc.; Ambassador Patrick Casserly, Special Envoy for ICT; and Helena Lawson Brooks, SVP- Specialty Operations, Convergys Corporation. Phillip Vandervoort, Head of Business and Marketing Operations, Microsoft, is scheduled to deliver a presentation during the investment climate plenary.

Participants will have the opportunity to see first-hand some of the select investment projects on specially arranged JAMPRO site visits and private meetings. Prime Minister Simpson Miller will also host a welcome reception at which participants will be able to meet members of the Jamaican Government and senior leaders in the private and public sectors. A special “Jamaica Night” reception will cap off a comprehensive social programme that will offer participants, diverse opportunities for leisure, tours and sightseeing.

Jamaica is home to four of the world’s top 10 outsourcing companies, and currently has over 11,000 full-time agents in the offshore business process outsourcing (BPO) sector. With nearshore access to the United States, a neutral English accent, low attrition rates and high labour force availability among secondary and university graduates, Jamaica continues to offer a very strong value proposition for BPO investors.

Most recently, Jamaica landed a major investment from Convergys Corporation, one of the largest agent-assisted customer service companies in the world. The company is projected to employ nearly 1,000 persons when its first call centre slated for Montego Bay becomes fully staffed in 2012.

The Jamaica Investment Forum will provide potential investors with insightful information pertaining to the Government of Jamaica’s investment policies and incentive regimes; and networking opportunities among existing investors and leaders in the local business community. The Forum has received strong backing from the local business community. Among the many local sponsors are: FLOW/Columbus Communications, LIME, Digicel, Jamaica Public Service Company, and the Bank of Nova Scotia.

Source: MercoPress

President Cristina Fernandez has more power than Juan Domingo Peron “ever had” and Peronism in Argentina is guarantee of governance, according to Carlos Corach a former Interior minister from the former President Carlos Menem administration and a respected solicitor and political analyst.

“Cristina Fernandez is probably the president which has enjoyed more power in the history of Argentina. I’d say even more, she has more power than what Peron had. Peron had to deal and negotiate with very strong corporations, and economic and political sectors”, said the former minister.

Corach added that Peron (the Army Colonel who was president from 1946/1952, re-elected in 1952 but ousted by a military coup in 1955, to return triumphantly in 1973) had to learn to live with the Armed Forces, a very powerful Catholic Church and an opposition that also had strong and charismatic leaders”.

“Currently the majority of those players don’t hold such positions. So the conclusion then is that CFK is the most powerful (elected) president in Argentine history”. However “a democratic and political system need of counter balances for a political equilibrium and that today is non existent”.

Corach admitted that the evolution of policy in recent years has led to this situation and recalled a famous Peronism party congress back in 2001, which he identified as “the beginning of the very strong institutional deterioration process” suffered by Argentina.

Asked specifically about Kirchnerism and its quest for power concentration, Corach said that political science shows “that power leads to the concentration of power” and admitted that Peronism “has in its DNA a strong tendency to concentrate power”.

“All of us Peronists have committed mistakes, in the government of Peron, in Menem’s and under the current administration. We all committed mistakes but nevertheless the Argentine electorate continues to vote for Peronism and this is because it has internally engraved that Peronism is the guarantee for governance” in Argentina.

Likewise Corach said that there are “great similarities” between Menemism and Kirchnerism, and Carlos Menem and Nestor Kirchner “had much in common”.

“They both implemented socio-economic plans that were prevalent in the economic thinking at the global stage of their time. Likewise and I said so on leaving office in 1999, ‘Menemism’ does not exist because they are political currents which nurture on the charismatic personality of a leader or the political boss at the time. What remains is the essence of Peronism and it’s very close link with the trade unions’ movement”, added Corach.

Finally he recalled that when former president Nestor Kirchner was governor of the province of Santa Cruz “we had regular and standing contacts, he would come regularly to my office, many times with (Federal Planning Minister Julio) De Vido, and I have travelled many times to the province and Rio Gallegos. We shared lunch quite often at the Governor’s residence, with his wife and my wife”.

By Katy Demong

Companies that want to grow their bottom line while saving money by speeding software cycles are turning increasingly to Agile development. But how can companies combine the cost savings of Agile with the economies of Nearshore while protecting themselves from miscommunication and the mismanagement of time and resources?

Traditional development contracts include terms such as cost-per-hour and date-of-deliverable and include an addendum with a long list of requirements, says Russ Fletcher, who has managed IT efforts at Global Systems and XanGo and currently works as an Agile coach and trainer at Davisbase. “The challenge with that is, what happens when the world changes?”

Since Agile development involves many iterations of work on sub-units of software, rather than a smaller number of hands-off of larger chunks of work, “the ideal contract would say, I will make you happy for X amount of money,’” says Fletcher. “But of course, you can’t say that. The best you can do is try to define what ‘making you happy’ looks like and then assign a value.”

True Cost

With Agile development, value is not produced when an idea is developed, but when the code to implement it is delivered. Thus, charging by the hour encourages developers to work less efficiently, says Fletcher. Instead, he suggests results-oriented labor costs, through a contract that allows the client to charge by the number of story points (specific functions within the software) the team delivers. “This changes the labor cost paradigm to create value by producing visible results,” he says.

Peter Stevens, a self-described “Corporate Thawing Agent,” and author of the blog Scrum Breakfast, warns that in Nearshoring, “long communication lines can create inefficiencies which cancel out the price advantages.” While the best co-located scrum teams have been documented to be 10 times more productive than the average team, he warns that if you have only an “average capability” offshore team you must carefully consider whether offshoring will provide a financial benefit.

Timeline Estimation

Contacts can go awry when development teams fail to meet deadlines or inaccurately estimate the amount of time and staff required to complete a project. A major benefit of Agile is the ability to measure the “velocity” of a development team’s output, says Fletcher, by evaluating the working product as it evolves and providing constant feedback to the team about the users’ (perhaps) changing expectations. “This creates a healthy dialogue that a traditional contract doesn’t allow for,” he said.

To maximize this benefit, Stevens says, “it makes sense to contract experienced teams rather than individuals, and as a supplier, it makes sense to keep teams together over longer periods of time.”

 Unambiguous Reporting

Checking progress has always been an integral piece of ensuring a project is on track. With Agile, say both Fletcher and Stevens, unambiguous reporting can be simple when compared to traditional development methods.

Development teams demonstrate the working functionality of the software following every Sprint (or two-four week development interval). Meanwhile, progress for the entire project is measured on a burn-down chart. Stevens explain, “If a feature is finished, the team may deduct the estimate for the feature from the total time estimate of remaining work to be done. So a Scrum project is considered 50% done when 50% of the features are complete. If 50% or less of the time has passed, then everything is in good shape.”

A significant paradigm shift with an Agile project, where you no longer have the flag at the top of the hill, is that progress reporting boils down to whether you are on track or not on track, adds Fletcher. “It’s not everything or nothing, but just asking ‘Are we still on the path?’”

Better Processes, Better Contracts

While both Fletcher and Stevens are proponents of Agile methodologies, they agree that contract processes must change to make the most of it. “For me the most important sentence of the Agile Manifesto is the first one: ‘We are uncovering better ways of developing software…’” says Stevens. “It’s a voyage and you can always learn and improve. ‘We are uncovering better ways of writing contracts…’ would be just as true.”

“When we write traditional contracts and use Agile methods to achieve them, what we have is a constant project schizophrenia,” says Fletcher. For Agile to truly work, customers need to create contracts that reflect Agile processes, he says, but there are very few attorneys that understand this. “It’s the next biggest hurdle to overcome,” he says.

Source: CNN

The rise of Brazil as an economic force has brought with it a policy challenge familiar here in the United States: immigration.

Recently crowned the world’s sixth-largest economy, Brazil has become an immigration magnet, both to low-skilled workers –some of whom enter illegally — and high-skilled workers looking for opportunities in the country’s thriving sectors.

Brazil historically has been welcoming to immigrants, but the challenge now is more pronounced as the government seeks to accept foreigners while protecting its hard-won prosperity.

The country faces two simultaneous challenges: how to deal with recent illegal immigration, mostly from Haiti, and how to make it easier for highly educated immigrants to get work permits. A number of Brazilian ministries have either proposed or are deliberating policies as the country ushers in a new era of immigration.

“You cannot become the sixth economy in the world with impunity,” Defense Minister Celso Amorim, a former foreign minister, said recently.

Before, people left Brazil to chase a better life, he said. Now, the tide has turned.

“Naturally, we have to study how to act during this new situation. It’s not just Haitians, but Brazilians who are returning. We have to try to exercise the same humanitarian spirit that’s present in Haiti (where Brazil leads a U.N. mission), and in a manner that compatible with our means,” Amorim said.

In 2011 through September, Brazil processed 52,353 work permits to immigrants, a 32.8% increase over 2010.

Brazil’s needs and wants have created the situation where there are ideas to limit the entry of some immigrants and entice the entry of others.

In recent decades in Brazil, the education levels of the population have increased significantly, said Ernesto Amaral, a demographer and professor at the Federal University of Minas Gerais, Brazil.

In that period, an increase in the number of educated workers meant more competition for jobs and a negative impact on wages, he said.

“But this negative impact is decreasing because we have the demand for skilled labor in Brazil,” he said.

In other words, Brazil’s boom has created an environment where the demand for high-skilled jobs is now outpacing the growth of Brazil’s educated workforce.

To meet this challenge, Brazil will have to ramp up its education efforts even more.

“Immigration is important in the short run. We need these workers in Brazil right now,” he said.

At the same time, an opposite effect is happening for low-skilled work, Amaral said.

The percentage of low-educated Brazilians is decreasing, but the demand for low-skilled labor is decreasing faster, he said.

Amaral summed up the way that Brazilians, usually welcoming to immigrants, see this development: “We want to help these low-skilled people, but there is a limit.”

Facing with illegal immigration from Haiti, Brazil’s National Council on Immigration agreed this month to provide 1,200 work visas per year to Haitians affected by the 2010 earthquake who emigrate to Brazil.

The work permits will be good for five years, a period during which the immigrants will find jobs and apply for extensions, or will return home. Unlike other work visas in Brazil, applicants need not have a job contract in hand when they arrive.

Under the plan, those immigrants already in the country who entered illegally will be “regularized.”

Unlike the United States, where illegal entry by low-skilled workers is often viewed as a threat, Brazilians are extolling the positives such newly-legalized immigrants can bring.

“For example, the Haitians speak French and could be useful in the cities where the World Cup games will be held,” Labor Minister Paulo Roberto dos Santos Pinto said.

The country’s justice secretary, Paulo Abrao, is another immigration cheerleader.

“Brazil can be an example to the world of an immigration policy that is open and democratic that reflects our historical welcoming tradition,” he said on Twitter this week.

He continued: “Immigrants add cultural value to Brazil and collaborate in the development of the nation.”

In addition to providing visas for the Haitians, the health department offered 1.3 million reais (U.S. $745,000) for healthcare for them.

But pleasantries aside, Brazil has an economy to protect, and the work visas might signify a closing of a door rather than an opening.

“The attempt to grant visas is an attempt to limit and control the number that come, rather than being generous and open,” said Albert Fishlow, professor emeritus at Columbia University and the author of “Starting Over: Brazil Since 1985.”

The approach toward immigration by Brazil and the United States isn’t that different after all, he said.

“Both countries want to benefit from advances in technology and both countries want to attract people who are relatively skilled and have an opportunity to contribute to that,” Fishlow said.

As for low-skilled immigration, there are other forces raising opposition to their entry.

The Haitian immigrants are arriving mostly to the western states of Amazonas and Acre, in the heart of the Amazon rain forest. A debate of great importance in Brazil currently is how to protect the Amazon. This is the larger issue behind the immigration debate, Fishlow said: will the Amazon be less protected with an influx of newcomers?

Meanwhile, the country’s Secretary of Strategic Affairs has created a team that will propose a new national immigration policy wit emphasis on high-skilled workers.

One reported proposal would create two “lines” for foreigners applying for work visas in Brazil. One for highly-educated applicants, and one for everyone else.

The coordinator for the project, Ricardo Paes de Barros, declined to speak to CNN about the commission’s deliberations.

By Dan Berthiaume

Labor arbitrage, or the moving of jobs from more expensive to less expensive locations, has long been seen as one of the chief potential benefits of BPO. And while reducing the cost of labor by shifting it overseas certainly remains an appealing option for many BPO customers, with the assistance of technology the BPO model is starting to evolve to a point where, in many cases, labor can be removed from the equation entirely.

“BPO is migrating to a continuous-improvement model where technology solutions take the labor out of the cost of BPO,” says Marc Tanowitz, principal of Pace Harmon, a consulting firm specializing in outsourcing advisory services. “Taking labor out is a better solution than labor arbitrage.”

Tanowitz says the removal of labor costs from BPO via automated technology solutions makes the whole cost of BPO go down. “There is market saturation [of labor-based solutions],” he says. “The next wave of BPO solutions will leverage technology to drive costs of BPO down.”

Delivering BPO via Platform

Using technology to minimize or remove the labor factor from the BPO model also allows BPO vendors to create a new, platform-based model of delivering services that resembles the traditional model of delivering IT services.

“Platform-based BPO solutions create a competency- and utility-based BPO model with variable, transaction-based pricing,” says Pace Harmon senior associate Dave Borowski. “Back-office processes are still very labor-intensive, but there is a new interest in creating an incentive for the BPO vendor based on outcome.”

Borowski cautions that delivering BPO via a platform model is not a simple task. “It takes a lot of work to move BPO toward becoming a truly managed service,” he says. “There is a lot of talk about it, but it’s a less proven model.”

End-to-End Process

Tanowitz says that removing the labor cost from the BPO model and creating a platform-based means of delivery can also help evolve BPO into a truly transactional “end-to-end process,” as opposed to the traditional less flexible, labor-based model.

“The typical BPO approach looks at how many people are performing a process today, assumes there will be that many throughout the process, and provides a cost based on that amount of labor. We are moving away from this model towards a transaction-based model.”

Borowski estimates that by integrating technology into BPO solutions, approximately 50% of its savings compared to in-house process management is driven by increased efficiency and automation, and 50% of its savings through leveraging low-cost labor location(s). He also notes that Pace Harmon does not necessarily advise a client having business process issues to pursue a full-blown BPO solution.

“We go into an assessment without a predisposed conclusion that outsourcing is the best answer,” he says. “That could mean we advise re-engineering processes or migrating to a captive shared-services delivery model, rather than outsourcing.”

By William Gourg 

The Greeks, 2,500 years ago, were onto something. Creating a concept such as synergy might have been one of their greatest inventions. Although the word has sometimes been overused and abused, synergy surrounds us nowadays. Synergies underlie mergers and takeovers, coalition governments, and civil society movements. More and more often we are starting to see public-private partnerships that promise the benefits of mutual cooperation.

Which is why I was was not surprised but was encouraged when I read about the Global Public Policy Summit (GPPS) organized by the World Information Technology and Services Alliance (WITSA) that took place in Guadalajara, Mexico, late last year. The event was focused on the necessary actions that have to start taking place all over emerging economies in order to create an inclusive society. WITSA recognizes that competitive IT businesses cannot thrive in societies that are uneducated or uninterested in technology issues and trends. Therefore, the summit called for government officials and agencies, as well as IT businesses and civil organizations, to recognize the necessity for synergy.

Government Must Commit

Amongst the presentations of world-class speakers with ample experience in the IT field, Mexico’s Under Minister of Communications, Hector Olavarria, talked about the challenges the country has found in its way to reaping the benefits of ICT investment. Olavarria expanded on the ICT challenges the country constantly encounters and the policies it promotes to balance them out. Within the policy actions that must be highlighted are the continued government commitment to stimulate investment (in the form of tax incentives, industrial facilities, etc) in IT areas; improve and increase infrastructure; and endorse pro-competitive regulations.

The latter is particularly interesting as it reflects the efforts of much needed synergy. The past year, the CANIETI (National Chamber for Electronic and Technology Industries), Mexico’s largest IT cluster (that represents over 1,200 members including Acer, Canon Mexico, Nextel, and Panasonic), made huge progress in the public policy front as it presented the Digital National Agenda (ADN) before the legislative chambers and the executive power.

A country’s domestic agenda shows a lot more than a country’s priorities, it shows their willingness to work and promote certain areas over others. That is why it was such great news to see the government and private sector working this past year in promoting the newly adopted ADN.

Why did the cluster see the need for a digital agenda? ICT businesses were alarmed by the breach that Mexico showed in international competitive indexes when compared to other emerging economies. A correlation popped: the better competitiveness a country shows, the better ICT capacity, and vice versa.

It was clear that the members of the cluster had to work alongside the government to mediate policy in a way that businesses would be attracted to continue investment in the country. Negotiations started with the presentation of the ADN in April, and continued throughout the year. Political will is required to strengthen the ICT capacity of individuals, companies, and governments, including health, education, and security organizations.

Combined Factors

Between 2005 and 2010 the Mexican federal government has had several ICT initiatives. The Ministry of Economy has PROSOFT; e-Mexico is the Ministry of Communications and Transportation’s bet; clinical histories have been digitized and a new project of “digital government” has been launched – but these projects have never been integrated or shared results.

This past year, Mexico started working to reduce the IT breach and enhance its comparative advantages. Mexico recognizes that now more than ever, IT coverage, services, and investment come hand in hand.

The combination of two or more things that creates an effect that is greater than the sum of both separately, that is synergy. A country that acknowledges that a consensus must be reached to homogenize policies and objectives of all actors of society is a country that is working toward a better competitive position and sustainable growth.

William Gourg is the Business Development Manager at InfoTrade Mexico Services, a group of export and foreign investment specialists assisting companies, economic development organizations and universities to increase their global sales & expansions.