This report provides comprehensive, fact-based snapshots of 21 major MPHRO service providers. Each profile highlights a service provider’s delivery capability, market strategy, key organizational developments, delivery footprint, and client portfolio along various dimensions such as geography, industry, and buyer-size. In addition, each profile provides the positioning of the service provider on Everest Group PEAK Matrix with an insightful analysis of its capabilities

1. Topic: Multi-Process Human Resources Outsourcing
(MPHRO) – Service Provider Profile Compendium 2013
Human Resources Outsourcing (HRO)
Report: September 2013 – Preview Deck
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940

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Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
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3. Overview
The Multi-Process Human Resources Outsourcing (MPHRO) Service Provider This compendium tracks 21 MPHRO
Profile Compendium provides comprehensive, fact-based snapshots of 21
service providers
major MPHRO service providers. Each profile highlights a service provider’s
delivery capability, market strategy, key organizational developments, delivery
footprint, and client portfolio along various dimensions such as geography,
industry, and buyer-size. In addition, each profile provides the positioning of the
service provider on Everest Group PEAK MatrixTM with an insightful analysis of
its capabilities.
Each service provider profile provides the following HRO-specific details:




1
2
MPHRO service capability and strategy – Includes company overview,
HRO leadership, target market segment, MPHRO service suite, technology
strategy, partnerships, key MPHRO-related developments, and spread of
MPHRO FTEs globally
MPHRO client portfolio – Includes total number of clients, major MPHRO
clients, split of revenue by geography, and industry, and split of deals by
buyer size
MPHRO delivery locations – Includes city level detail of key delivery
locations across the world
Detailed assessment of MPHRO capabilities – Includes the position of the
service provider on Everest Group PEAK Matrix, market success and
delivery capability assessment, and overall remarks on the capabilities of the
service provider
All the analyses are based on MPHRO deals signed as of November 2012
Refer to the Multi-Process Human Resources Outsourcing (MPHRO) – Service Provider Landscape with PEAK Matrix Assessment Report (EGR-2013-3-R-0913a) for a
comprehensive capability assessment of all the MPHRO service providers
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
3

4. Table of contents
(page 1 of 2)
Topic
Page no.
Section I: MPHRO service provider landscape snapshot
 Definition of MPHRO
 MPHRO service provider landscape
7
8
10
Section II: Service provider profiles
 Accenture
 ADP
 Aon Hewitt
 Capgemini
 Capita
 Genpact
 HCL
 HP
 IBM
 Infosys
 Neeyamo
 NorthgateArinso
 PeopleStrong
 Serco
13
14
18
22
26
30
34
38
42
46
50
54
58
62
66
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
4

5. Table of contents
(page 2 of 2)
Topic
Page no.
Section II: Service provider profiles (continued)
 Talent2
 TCS
 Wipro
 WNS
 Xchanging
 Xerox
 Zalaris
Appendix
 Glossary of terms
 MPHRO research calendar
 References
70
74
78
82
86
90
94
98
102
104
105
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
5

6. ABC (page 1 of 4)
MPHRO service capability and strategy
Company profile: ABC provides talent, retirement, and health solutions
Headquarters: Xxx, United Kingdom
Key leaders (BPO/HRO business): Xxx, CEO, HR BPO
Website: www.xyz.com
Current MPHRO market segment focus
 Buyer segment: Targets primarily the large market 2 segment
 Geography: North America, Asia Pacific, and EMEA
Recent HRO-related developments/investments in 2011-2012
Tie-and-run
Support/
augmentation




Total HRO delivery FTEs = ~XXX
Offshore1
Nearshore1
~xxx
M&A/
partnership

HR technologyrelated


Xxx
Xxx

Xxx

Xxx

Xxx
Xxx
Onshore
~xxx
Developments/investments
Others
Customized
replacement/
Platform-based
implementation solution
Areas
Analytics and
mobile
Current MPHRO technology strategy
 Overview: ABC offers ERP-based solutions, augmented with proprietary and
best-of-breed point solutions
 Technology models supported:
~xxx
SERVICE SUITE
Offered as MPHRO solution
Employee
relations
1
2
Source:
Performance
management
Regulatory
and
compliance
Global
mobility
Learning
Recruitment
and selection
Compensation
Benefits
Offered on a stand-alone basis
Payroll
HRIS
Not offered
Contact
center
FTEs located in offshore (India, China, and Southeast Asia) or nearshore locations (Eastern Europe and Latin America) and delivering services for North America
or Western Europe
Mid-market includes 3,000 to 15,000 employees managed. Large market includes over 15,000 employees managed
Everest Group (2013)
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
6

7. ABC (page 2 of 4)
MPHRO client portfolio
MPHRO experience
Total number of current MPHRO clients – XX
Recent MPHRO wins
 Xxx
 Xxx
Major MPHRO clients
MPHRO revenue (ACV) geography mix
100% = US$XX million
Asia Pacific
EMEA
Latin
America (1%)
MPHRO revenue (ACV) industry mix
100% = US$XX million
Telecom
4%
Healthcare
4%
8%
5%
8%
Energy 12%
Services
87%
North
America
Source:
Hi-tech
36%
MPHRO buyer size mix
100% = XX deals
Mid-market
12%
Financial
services
16%
20%
Manufacturing
88%
Large market
Everest Group (2013)
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
7

8. ABC (page 3 of 4)
Key MPHRO delivery locations
Glasgow
Toronto
Hemel Hempstead
Epsom
Krakow
Charlotte
Orlando
San Juan
Noida
Mumbai
Bangalore
Sao Paulo
Source:
Everest Group (2013)
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
8

9. ABC (page 4 of 4)
Everest Group assessment
Delivery capability assessment
ABC is a Major Contender on PEAK Matrix for MPHRO
25th percentile
ABC
Low
Assessment
dimension
Rating
Low
High
25th percentile
MPHRO delivery capability
(Scale, scope, technology, delivery footprint, and buyer satisfaction)
Xxx
Xxx
Buyer
satisfaction
Xxx
Overall remarks
ABC is one of the Major Contenders on PEAK Matrix with a strong presence in
North America
 Reference clients cite its strong operational skills, expertise in payroll and benefits,
and excellent talent as its key strengths
 Xxx
 Xxx
 Xxx
Overall market success
Global MPHRO market share
Percentage
Xxx
Delivery
footprint
Emerging
Players
Xxx
Scope
Low
Remarks
Scale
75th percentile
Major Contenders
Market success
75th percentile
Leaders
Technology
capability
High
High

XX%
XX%
Number of contracts
ACV
Global MPHRO market share over time
Percentage share by ACV
XX%
XX%
2010
Source:
XX%
2011
2012
Everest Group (2013)
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
9

10. HRO research calendar
Published
Topic
Current
Release date
Benefits Administration Outsourcing (BAO) – Service Provider Landscape and Capability Assessment
Benefits Administration Outsourcing (BAO) – Service Provider Profile Compendium 2013
MPHRO – Annual Report 2013: The Sun is Rising in the East
February-2013
March-2013
April-2013
MPHRO – Service Provider Landscape with PEAK Matrix Assessment 2013
August-2013
Creating Value through Analytics in HR - Role of Third-Party Services
August-2013
MPHRO – Service Provider Profile Compendium 2013
September-2013
The Rise of Procurement and HR Collaboration – Effectively Managing HR-spend
Q4-2013
Talent Management Outsourcing – Will we Attain Nirvana?
Q4-2013
Learning Services Outsourcing (LSO) – Annual Report 2013
Q4-2013
Growth of Horizontal BPO in LATAM
Q4-2013
LSO – Service Provider Landscape with PEAK Matrix Assessment 2013
Q4-2013
LSO – Service Provider Profile Compendium 2013
Q4-2013
Benefits Administration Outsourcing (BAO) – Annual Report 2013
Q4-2013
Evaluation of BPaaS Solutions for FAO/PO/HRO
Q4-2013
Copyright © 2013, Everest Global, Inc.
EGR-2013-3-PD-0940
10

11. Additional HRO research recommendations
The following documents are recommended for additional insight into the topic covered in this report. The recommended documents provide either
additional details on the topic or complementary content that may be of interest:
1.
Multi-Process Human Resources Outsourcing (MPHRO) – Service Provider Landscape with PEAK Matrix Assessment (EGR-2013-3-R-0913a); 2013.
The MPHRO service provider landscape continues to witness major flux with newer entrants, provider exits, and high M&A activity. This report gives an
overview of the provider landscape and analyzes how the service providers differentiate themselves. Based on the comprehensive Everest Group PEAK
Matrix, each of the 21 MPHRO service providers are segmented into Leaders, Major Contenders, and Emerging Players. Additionally, this report identifies the
2013 MPHRO Star Performers and provides key insights on individual PEAK dimensions
2.
Multi-Process Human Resources Outsourcing (MPHRO) – The Sun is Rising in the East (EGR-2013-3-R-0866); 2013. This report provides a
comprehensive coverage of the 2012 MPHRO market and analyzes it across various dimensions such as market overview and key regional trends, buyer
adoption and solution trends, and service provider landscape. Additionally, it includes predictions for the 2013 MPHRO market
3.
Multi-Country Payroll Outsourcing (MCPO) – No Longer a Pipe Dream (EGR-2012-3-R-0755a); 2012. This report provides a comprehensive coverage of
the MCPO market and analyzes it across various dimensions such as market overview, key business drivers, buyer adoption trends, solution characteristics,
and service provider landscape
4.
Is BPaaS the Model for You? (ERI-2012-10-R-0667); 2012. This research aims to compare Total Cost of Ownership (TCO) of Business-Process-as-a-Service
(BPaaS) solutions with the traditional BPO using a comprehensive financial model and creates a comprehensive framework to evaluate BPaaS sourcing
5.
IBM's Acquisition of Kenexa – Advent of Holistic Talent Management "Solution"? (EGR-2012-3-V-0745); 2012. This breaking viewpoint document
analyses the recent acquisition announcement of Kenexa by IBM
For more information on this and other researches published by Everest Group, please
contact us:
Rajesh Ranjan, Vice President:
rajesh.ranjan@everestgrp.com
Arkadev Basak, Senior Analyst:
arkadev.basak@everestgrp.com
Shruti Agrawal, Senior Analyst:
shruti.agrawal@everestgrp.com
HRO Team:
hroresearch@everestgrp.com
Everest Group
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EGR-2013-3-PD-0940
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