Introduction 33 Key findings 33 Outsourcing market segments: procurement to grow fastest 35 Line of business trends: retail banking to grow most over period 37 Retail Banking 38 Insurance 38 Financial markets 39
CHAPTER 5 APPENDIX 40.
Abbreviations 40 Forecasts and assumptions 40 What currencies are used? 40 Future readings 41 SPP writing team 41
LIST OF TABLES Table 1: Horizontal BPO segment growth in financial services, 2004 - 2008 35 Table 2: Horizontal BPO services spend per line of business, 2004 - 2008 37
LIST OF FIGURES Figure 1: Executive Summary – market context 3 Figure 2: Executive Summary – competitive dynamics 4 Figure 3: Executive Summary – The future decoded 5 Figure 4: Human resources outsourcing 13 Figure 5: Finance and accounting outsourcing 14 Figure 6: Procurement outsourcing 15 Figure 7: What will be the primary drivers of your IT strategy in 2005? 16 Figure 8: Which is the most important factor that would drive you to consider business process outsourcing? 17 Figure 9: Which area of outsourcing would be top priority? 18 Figure 10: Do you currently use offshore outsourcing or are you likely to consider it in the future? 21 Figure 11: Vendor heatmap 26 Figure 12: Competitive positioning 27 Figure 13: Horizontal BPO segment growth in financial services, 2004 - 2008 35 Figure 14: Line of business horizontal BPO growth in financial services, 2004 - 2008 37
