Index
Javier Peña Capobianco
(Catholic University of Uruguay, Uruguay; and ORT University, Uruguay)
The New Era of Global Services: A Framework for Successful Enterprises in Business Services and IT
ISBN: 978-1-83753-627-6, eISBN: 978-1-83753-626-9
Publication date: 11 October 2023
This content is currently only available as a PDF
Citation
Capobianco, J.P. (2023), "Index", The New Era of Global Services: A Framework for Successful Enterprises in Business Services and IT, Emerald Publishing Limited, Leeds, pp. 227-236. https://doi.org/10.1108/978-1-83753-626-920231008
Publisher
:Emerald Publishing Limited
Copyright © 2023 Javier Peña Capobianco
INDEX
A B Corporation
, 143
ABSL
, 4, 183
Academia, perceived value according to
, 144–148
Academic programs
, 146
Accelerated digitization
, 151, 196
Accelerated Solutions Environment
, 117
Accenture
, 88, 109, 138
Acquisition, innovation through
, 86
Adobe
, 140
AGEXPORT
, 185
Agglomeration effect
, 182
Agile
, 103–105
IT
, 109–110
main elements for agile adaptation of services companies
, 113–114
and management
, 111
methodologies
, 37, 43, 47, 104, 110, 113, 119, 135–136
model
, 110–111
in public institutions
, 111–113
in startups
, 109
tools
, 114–115
transformation consulting services
, 117
Agile Manifesto
, 104–105
Agile Zoo
, 106
Agritech
, 69–71
Agrosoft
, 31–32
Agtech
, 69–71
ALES
, 4
Algramo (trade of bulk products)
, 98
Alibaba
, 63–64
Allied Global Company
, 103
Alorica
, 139
Amazon
, 57, 63–64, 86, 88, 98, 119
Amazon Prime Air drones
, 63
Amazon Primer Music
, 78
“Anthropo-conscious” companies
, 150
Anthropocentric model
, 131
clients and end users
, 136–138
communities
, 138
companies
, 4, 142
conscious sourcing
, 132–133
environment
, 140–141
human resources
, 134–136
myth of sisyphus
, 131–132
perceived value according to demand, academia, and governments
, 144–148
ways of attracting value
, 142–144
Anthropocentrism
, 137
Apex Way
, 43
Apli (Mexican HR recruitment startup)
, 85
Apple
, 86, 88, 98, 119, 140
Apple Music
, 78
Arab bazaar
, 197
Arbusta
, 147–148
Argentinian National Institute for Cinema and Visual Arts (INCAA)
, 78
Argentinian Real Trends
, 63
Artificial intelligence (AI)
, 47, 51, 53, 194
AI-powered diagnosis
, 88
global market
, 55
in translation tools
, 159
Attero Recycling (Indian e-Waste management company)
, 140
Augmented reality
, 57
Augmented Reality/Virtual Reality (AR/VR)
, 47
Authentic digital transformation process
, 3
Automation
, 50–53, 59, 63
double impact of automation in developing countries
, 125–126
Autonomous work (see Gig economy)
B Corporations (B Corps)
, 132, 143, 195
BAC Credomatic
, 134
Bank BBVA
, 55
Bank of America
, 138
BASF
, 23
BBVA bank (insurance company)
, 109, 114
Bestshoring
, 130
Big Data
, 30, 88
Big service companies
, 138
BigCommerce
, 63
Biopesticides
, 69
Bizagi (software company for digital transformation)
, 108
Blockchain
, 56, 194
global market value
, 57
Blockchain Technology (BT)
, 47
BMW (German automotive giants)
, 49
Born Global
, 24, 26, 29, 121–123, 167, 181
BOSCH
, 113
Bots
, 194
Brazil
, 32
Brazilian B2B Company
, 121
Brazilian National Confederation of Industry (CNI)
, 23
Breeding techniques
, 69
British train system
, 30
Bullseye (Uruguayan company)
, 81
Business associations
, 168
Business continuity and disaster recovery (BC/DR)
, 58
Business dynamics
, 109
Business intelligence (BI)
, 47, 56, 194
Business models
, 2, 98, 102, 133
strategies
, 116
Business process outsourcing (BPO)
, 19–20, 25, 45, 56, 71, 172
Business processes (BP)
, 22, 40, 138, 159
companies
, 30, 36–37, 43
segment
, 73
Business services
, 23
Business to People (B2P)
, 136–137
Business to-business relationships (B2B relationships)
, 20
Business-Processes-as-a-Service (BPaaS)
, 31, 94
Business-to-consumer relationships (B2C relationships)
, 20
growth of
, 29
Businesses and consumer (B2C)
, 59
Cabify (Spanish company)
, 100, 121
Cali (capital of the Cauca Valley department)
, 184
Capgemini
, 116–117
CAPTCHA
, 93
Centennials (see Generation Z)
Centers for Software Development (CSD)
, 142
Chameleon
, 108
Cheetah
, 108
Chilean Agrosoft
, 70
Chromatophores
, 108
CINE. AR Play (Latin American video streaming platform)
, 78–79
Civil Law Contracts (CLCs)
, 175
Clean Cloud
, 58
Cloud
, 194
Cloud Act
, 173
Cloud computing (CC)
, 32, 47, 56
Clusters
, 181
Co-innovation labs
, 117
Cognitive Transformation Center
, 25
Cold determinism
, 2
Colombian Platzi (company)
, 69
Comdata Group (company)
, 37
Committee, The
, 170
Communication platforms
, 43
Communities
, 138
Companies
, 168
faced challenge of remote and distributed work
, 41
intangibilization process
, 31
services
, 192
Company digitization
, 65
Competitive funds
, 179
Competitive Start Fund
, 70
ConnectAmericas
, 6
Conscious anthropocentrism
, 135
Conscious sourcing
, 132–133
Consumers and businesses (C2B)
, 59
Continuity
, 189
Continuous process
, 4
Córdoba Acelera provincial program
, 71
Corporate Social Responsibility (CSR movement)
, 131
Costa Rica
, 189
productive linkages in
, 183
Coursera
, 153
COVID-19 pandemic
, 7, 27, 49, 52, 63, 69, 72, 104, 118, 124, 127–128, 159
Creative industries (CI)
, 22, 75–79
Crowdfunding
, 65
Crowdsourcing
, 24, 37
Cryptocurrencies
, 65
Culture
, 82
Customer experience (CX)
, 45
Cyberdemocracy
, 80
Cybersecurity
, 58
Data analytics (DA)
, 47, 56
Data protection
, 58
DC services
, 123
Deloitte
, 138
Demand, perceived value according to
, 144–148
Dematerialization
of economy
, 192
tendency
, 30
Denda (e-commerce platform)
, 64
Design Thinking
, 85
Digital e-commerce platform
, 49
Digital economy
, 48
Digital Economy Partnership Agreement (DEPA)
, 173
Digital natives
, 150, 153
Digital phenomenon
, 80
Digital platforms
, 93
digital platform-based business models
, 101
Digital talent
, 131
Digital transformation
, 47, 50, 78, 92, 109, 149
and automation
, 77
Digital wallets
, 65
Digitex
, 137
Digitization
, 6, 47–50, 59, 63, 74, 186
process
, 49, 53, 79, 195
scheme
, 50
DiGiX index
, 49
Disruptive business models
, 3
Disruptive model
, 81
actors in innovation processes
, 83–84
continuous innovation
, 88–91
effects of innovation
, 88
innovation after pandemic
, 91–92
innovation mean in services
, 81–83
innovation through acquisition
, 86
innovation through clients
, 86
innovation through suppliers
, 86
innovation through technology
, 85
internal innovation
, 85
outsourced innovation
, 86
ways of innovating
, 84
Disruptive process
, 82
Distributed, intelligent, disruptive, platform-based agile global anthropocentric companies model (DIDPAGA companies model)
, 3, 33
Distributed companies
, 193
Distributed model
, 34–36
companies faced challenge of remote and distributed work
, 41–45
microsourcing
, 36–41
Distributed work, companies faced challenge of
, 41–45
Diversification
, 94
Doctari app
, 68
Doctor Online (Guatemalan platform)
, 67
Dominican Republic
, 179
CSRD “Pack your Talent” program in
, 180
Double taxation
, 170–171
Drones
, 69
Dropbox
, 108, 152
E-creativity
, 77
e-Health
, 66–68
e-Learning
, 68–69
E-waste
, 197
eBay
, 140
Economic incentives
, 169
Economic recession
, 13
Economy dematerialization (see Intangibilization)
Ecosystem for global services
, 168
continuity
, 189
elements of global services ecosystem
, 167–168
financing
, 186
incentives
, 178
infrastructure
, 181
innovation
, 187–189
local providers
, 165–166
promotion
, 179–180
regulations
, 171
stability
, 169–170
statistics
, 184–186
synergies
, 180
talent
, 175–178
vision
, 170–171
ways to attract FDI
, 163–165
Ecuador
, 31–32
Education
, 36
Educational services
, 52
EdX
, 153
Electronic commerce (e-commerce)
, 36, 59–64
Electronic government (e-government)
, 79–81
Emotional intelligence
, 74
Employment
, 8–12
Emtelco (Colombian BPO company)
, 139
End to end (E2E)
organizations
, 26
services
, 20
solutions
, 25–26, 192
Enterprise Ireland
, 70
Environment
, 140–141
Environmental services
, 197
Epic Games Store (platforms)
, 78
Estonian i-Voting system
, 80
European Union (EU)
, 173
Everything-as-a-Service (EaaS)
, 30
Exponential organizations (ExO)
, 96–97
Facebook
, 86, 88, 96, 98, 119
Fair Programming
, 132, 142, 195
FEMSA (Mexican economic group)
, 53
Fifth Industrial Revolution, The
, 47
Finance
, 36
Financial incentives
, 179
Financing
, 186
Finishing Schools
, 175, 177
Fintech
, 64–66
companies
, 65
Fintech Law
, 65
Fiverr.com
, 19
Foreign direct investment (FDI)
, 12–13, 25, 162
ways to attract
, 163–165
Fourth Industrial Revolution
, 10, 154
4.0 industries
, 22–23
Free trade zone (FTZ)
, 170, 178
Freelance (see Gig economy)
Freemium
, 101–102, 194
GDP
, 8
Gen Zers
, 153
General Agreement on Trade in Services (GATS)
, 20
General Data Protection Regulation (GDPR)
, 173
General Electrics (company)
, 29
Generation T in workforce
, 154–156
Generation Y, consolidation of
, 151–152
Generation Z
generation T in Workforce
, 154–156
growth of single-person households
, 156–158
rise of
, 153
Geolocalization systems
, 69
Gig economy
, 24, 37
Global business models
, 121
Global business services
, 23
Global companies
, 195
Global Delivery Model
, 7, 38, 130
Global e-commerce market
, 61
Global economic recession
, 124
Global fintech market
, 64
Global labor arbitrage
, 2
Global lockdown
, 3
Global microtransactions market
, 101
Global reach
, 27, 66, 96, 118–123, 193, 196
Global Services (GS)
, 2–3, 15, 17, 20–25, 28, 41, 128, 136, 162, 179, 192
businesses
, 33
companies
, 36, 133, 150, 186
driving factors for
, 27
elements of global services ecosystem
, 167–168
employment
, 8–12
FDI
, 12–13
fragmentation
, 27–28
GDP
, 8
global value chains
, 29
globalization
, 27
growth of B2C, P2P, and P2B relationships
, 29
intangibilization
, 29–32
international trade
, 13–17
locations
, 28–29
main landmarks in
, 6
multilatina companies
, 134
program
, 170
risks
, 28
talent
, 28
technology
, 27
Global Technology and Business Services Council
, 4, 183
Global value chains
, 29
Globalization
, 27
Globant
, 122
Google
, 57, 86, 88, 96, 98, 109, 119, 135, 140
acceleration
, 166
Governmental organizations
, 195
Governments
, 146
perceived value according to
, 144–148
Great Recession (2008–2009)
, 91
Green economy
, 140
Greenfield projects
, 12
Guatemala, service exports statistics led by private sector in
, 185
Hackathons
, 117
Health
, 36
Health Information System
, 67
Hewlett-Packard
, 140
Hexagon (IT global company)
, 137
Home offices (HO)
, 36
Homely (cleaning services platform)
, 98
Horizontal integration
, 34
Hub economy
, 98
Huli (healthcare platform)
, 98
Human resources
, 40, 85, 134–136
Hybrid work(ing) model
, 34, 37, 73
i-Voting
, 48
IAOP
, 4
IBM
, 25, 57, 140
Ideation Incentive Program
, 188
Incentives
, 178
Incluyeme. com
, 135
India
, 10, 44
Information and communication technologies (ICTs)
, 7, 22
Information technology (IT)
, 31, 35, 43, 49
enabled services
, 23
firms
, 109
Information Technology Outsourcing (ITO)
, 192
Infrastructure
, 82
Infrastructure-as-a-Service (IaaS)
, 30
ING
, 109
ING Group
, 110
Inherent heterogeneity
, 77
Initiatives
, 177
Innovation
, 90, 94, 187–189
through acquisition
, 86
life cycles
, 89
market
, 90
mean in services
, 81–83
process
, 83
through technology
, 85
Intangibilization
, 29–32
of economy
, 192
Integrated System of Foreign Trade, Intangible Assets, and Other Operations that Produce Changes in Equity (SISCOSERV)
, 185
Integration
, 98
INTEL
, 23
Intel, R&D+I Offshoring and outsourcing at
, 92
Intellectual property (IP)
, 186–187
IP-backed loans
, 187
Intelligent model
, 46
Agritech or Agtech
, 69–71
application per segment
, 59
automation
, 50–53
business processes
, 71–73
creative industries
, 75–79
digitization
, 47–50
e-Commerce
, 59–64
e-Government
, 79–81
e-Health
, 66–68
e-Learning
, 68–69
Fintech
, 64–66
salient technologies
, 53–59
virtual assistants
, 73–75
Inter-American Development Bank (IDB)
, 5, 164
Internal innovation
, 85
Internal tax regimes
, 171
International companies
, 139
International Relations
, 20
International trade
, 15
in services
, 10, 15, 164, 184–185
Internationalization model
, 122
Internet
, 7, 154
Internet of Things (IoT)
, 30, 32, 47, 51, 69, 194
links
, 55
Interpersonal relationships, growing interest in
, 158
Intervention strategies
, 162
Intraregional movement
, 159
Investment attraction
, 180
InVision (tech company)
, 107, 119, 152
iPhones
, 23
Israel
, 188
Israel Tech Transfer Organization
, 84
Kaizen
, 114
Kanban
, 114
Khan Academy
, 153
Kilimo (Argentinian platform for irrigation monitoring)
, 71
Kingdom Rush
, 102–103
Knowledge Process Outsourcing (KPO)
, 192
Knowledge-based services
, 22
Knowledge-intensive business services
, 23
Knowledge–intensive services (KIS)
, 22
KORE
, 137
Korea Development Bank
, 186–187
Korean Intellectual Property Office (KIPO)
, 187
Labor market
, 125
regulations
, 172
Labrador (Agile animal)
, 107
Latin America Global Services
, 4
Latin American Association of Service Exporters (ALES)
, 6
Latin American companies
, 63
Latin American delivery platforms
, 119
Latin American e-commerce
, 63
Latin American Integration Association
, 5
Latin American video games, microtransactions in
, 102–103
Leadership
, 134
Leading markets
, 61
Lean Startup
, 85, 114
Legal security
, 169
Lyft
, 100
Machine learning (ML)
, 47, 55, 194
Massive transformative purpose (MTP)
, 97
Mendoza Health Care
, 181
MercadoLibre
, 122
planes
, 63
Mesas Abiertas
, 158
MetaProgramadores 3.0
, 162
Micro-outsourcing
, 24
Microsoft
, 45, 49, 57, 138
Microsoft Costa Rica
, 130
Microsoft Store (platforms)
, 78
Microsourcing
, 7, 36–41, 44
Microtransactions
, 101, 194
in Latin American video games
, 102–103
Microwork
, 24
Middle East’s Silicon Valley
, 188
Millennials (see Generation Y)
Minimum viable product (MVP)
, 109
Ministry of Energy
, 113
Ministry of Finance, The
, 171
Ministry of Health
, 113
Ministry of Internal Affairs and Public Security
, 113
Mobile applications
, 32
Mobility across countries and regions, rise in
, 159–160
Modern services
, 22
Modes of supplying services
, 21
Monopolies
, 99
MSIVD Program
, 84
Multisourcing
, 2, 28, 164, 193
Music
, 78
NASSCOM
, 4
National Administrative Department of Statistics (DANE)
, 185
National governments
, 52
National Institute for Employment and Professional Training (INEFOP)
, 178
National Telecommunications Corporation (CNT)
, 173
Natural Language Processing (NLP)
, 47, 55, 194
Nearshore interactions
, 123
Nearshore markets
, 129
Nearshoring, growth of
, 128–130
Nequi (platforms)
, 65–66
Netflix
, 29
Netzun (Peruvian e-learning platform)
, 69
New Era of Global Services, The
, 2
Nisum International
, 88
Nisum’s innovation concept
, 82
Non-governmental organizations
, 195
Nubank (platforms)
, 65, 90
Numeric simulations
, 47, 57, 194
OECD
, 51
OECD Base Erosion and Profit Shifting (OECD BEPS)
, 178
Offshoring
, 23
OLX
, 122
OndaMedia
, 78
1DOC3 (remote healthcare platform)
, 67, 98
One-stop shopping strategy
, 193
Onshore
, 195
Onshoring, growth of
, 128–130
Open banking
, 65
Orange economy
, 75
Organizations digitization
, 48
Outsource2LAC
, 6
Outsourcing
, 23
Payment system solutions
, 63
PCI
, 43
PCI DSS
, 73
Pedidos Ya (Latin American delivery platforms)
, 119
Peer-to-business (P2B)
, 20
growth of
, 29
relationships
, 24
People’s Republic of China (PRC)
, 123
Perceived value according to demand, academia, and governments
, 144–148
Peruvian Space AG
, 70
Philippines
, 44
Physical infrastructure
, 184
Platform-based firms
, 96
Platform-based model
, 93–94
agile
, 105–106
agile and management
, 111
agile beyond IT
, 109–110
agile in public institutions
, 111–113
agile tools
, 114–115
beginning in IT Firms
, 109
challenges
, 113
clients
, 107
double impact of automation in developing countries
, 125–126
external culture
, 116
flexibility
, 108
flexible solutions
, 116–117
functionality
, 108
growth of nearshoring businesses
, 123
growth of onshoring, reshoring, and nearshoring
, 128–130
internal culture
, 114
main elements for agile adaptation of services companies
, 113–114
policies to promote local consumption and bring back investments
, 124–125
rebalancing operations
, 127–128
rise of agile in Startups
, 109
talent
, 106–107
talent gap
, 126–127
trade wars
, 123
Platforms
, 100, 194
Platforms-as-a-Service (PaaS)
, 30
Platzi
, 152
PlayStation Store (platforms)
, 78
Polish government
, 174
Polish Labor Code, The
, 174
Political stability
, 169
Portal Telemedicina
, 121
PrivacyTools (Brazilian startup)
, 59
Private sector in Guatemala, service exports statistics led by
, 185
Proactive policies
, 12
ProChile (Chile’s export promotion agency)
, 171, 179
PROCOMER
, 183
Production fragmentation strategies
, 23
Production process
, 7, 24
Productive linkages
, 181
in Costa Rica
, 183
Programadores 4. 0
, 52
Programming
, 39
Project-based approach
, 85
Promoting Applied Research in Academia
, 189
Promotion
, 179–180
Prosumerization
, 101, 193
Protectionist markets
, 32
Psychological care
, 52
Public institutions, agile in
, 111
Public policies
, 162
Public–Private technical committee for services exports
, 170–171
Quantum computers
, 47, 53, 57, 194
Rappi (Colombian unicorn companies)
, 119–120, 166
Red Argentina de RSE
, 131
Reforms to labor code
, 174–
Regional companies
, 25
Remote work, companies faced challenge of
, 41–45
Research, Development, and Innovation (R&D+I)
, 29, 187
externalization
, 92
Offshoring and Outsourcing at Intel
, 92
Research process
, 2, 198
Reshoring, growth of
, 128–130
Retina Latina
, 78
RIMAC (Peruvian insurance company)
, 55
Robotic Process Automation (RPA)
, 47, 51, 53, 194
Robotic process automation
, 194
Rockefeller Foundation
, 45
Rolls Royce (company)
, 29
Salesforce (CRM company)
, 140
Science, Technology, Engineering, and Maths (STEM)
, 9, 28
talent gap
, 126
Science, Technology, Engineering, and Maths + Creativity (STEM+C skills)
, 167
Scrum
, 43, 114
Seguros ING (insurance company)
, 114
Sensitization
, 176
Services
, 8, 187
exports statistics led by private sector in Guatemala
, 185
main elements for agile adaptation of services companies
, 113–114
Services Coalition of the Dominican Republic (CSRD)
, 180
Shop Pay
, 63
Shopify
, 63
Shopify.com
, 90
Silicon Valley
, 181
Single–person households, growth of
, 156–158
Slack
, 43
Small and medium-sized enterprises (SMEs)
, 186
SmartCultiva (Argentinian company)
, 55
Soft sciences
, 138
Soft skills
, 39
Software companies
, 194
Software-as-a-Service (SaaS)
, 30
Solaer Ingeniería (Argentinian company)
, 57
Sourcing concept
, 23
Speedtest Global Index
, 127
Spotify
, 29, 77, 102, 106
Spotify Agile
, 106
Sprint
, 109, 114
Squarespace
, 63
Startup Nation Central
, 189
State policy
, 170
Statistics
, 184–186
Steam (platforms)
, 78
Stefanini Group
, 25
Strategic alliance
, 180
Subnational governments
, 52
Sustainable Development Goals
, 142
Talent
, 175–178
development program in global services
, 178
gap
, 126–127
Tata Consultancy Services
, 138
Tax systems
, 28
TCS
, 23
Teaching methodologies
, 176
Tech for Good
, 132, 195
Tech Giants
, 86
Technology
, 2
Telemedicine
, 67
from Uruguay to Latin America
, 68
Teleperformance (company)
, 23, 37, 45, 138
Tencent (Chinese company)
, 124
Theory of specialization (Smith)
, 164
3D bioprinting of tissues and organs
, 88
Tik Tok
, 27, 124
Too Good to Go (App)
, 142
Tourism
, 13
TP Cloud Campus
, 45
Trade wars
, 123
Transformation process
, 50
Translatina companies
, 52
TransparentBusiness (Software-as-a-Service company)
, 39, 100
Transport
, 13
Triple-Win model
, 193
Twitter
, 135, 152
Uber
, 100, 120
UN Sustainable Development Goals
, 88
Universal Tower
, 130
Uppsala Model
, 121
Uruguay
, 170, 189
Uruguay Smart Services brand
, 178
Uruguayan Bullseye (software)
, 81
Uruguayan Genexus in 2022
, 123
Uruguayan Partido Digital
, 80
Uruguayan studio Ironhide Games
, 102
US National Defense Industrial Association
, 113
US population
, 158
Value–added propositions
, 6
VAT
, 171
Vegan Leaders in Corporate Management (VLCM)
, 145
Vertical integration
, 34
Video games
, 78
Video gaming
, 36
Virtual assistants
, 73–75
Virtual private networks (VPN)
, 43
Virtual reality (VR)
, 47, 57
Vozy (Colombian startup)
, 74–75
Walmart
, 63
“Waterfall” model
, 105
Watson
, 137
WeTransfer
, 108
Wipro
, 23
Wix
, 63
Wix Payments
, 63
Wix.com
, 90
Work-from-home offices (HO)
, 36
Workana (Argentinian platform)
, 95
Workers associations
, 168
Workforce, generation T in
, 154–156
World Trade Organization (WTO)
, 20, 27
WuXi PharmaTech
, 87
XaaS
, 30–31
Xiaomi
, 124
Xpert Global Services
, 53
Y2K effect
, 7
Yahoo (Internet search engine)
, 81
- Prelims
- Introduction
- Chapter 1: Importance
- Chapter 2: A New Framework for a New Model
- Chapter 3: The Keys to Successful Ventures in the Future
- Chapter 4: Social Changes That Will Consolidate the Model
- Chapter 5: How is an Ecosystem for Global Services Generated?
- Chapter 6: Conclusion
- Appendix
- References
- Index