數據進入難民的夢想：社會責任與人道主義的業務流程外包之三方夥伴關係 - 政大學術集成

全文

(1)國立政治大學商學院國際經營管理英語碩士學位學程 International MBA Program College of Commerce National Chengchi University 碩士論文. 政治 Master’s Thesis 大. 立. ‧ 國. 學. 數據進入難民的夢想：社會責任與人道主義的業. ‧. 務流程外包之三方夥伴關係 Nat. er. io. sit. y. “Data Entry Refugees Dreams”: A Socially Responsible and. n. Humanitarian Businessa Process Outsourcing Partnership Business. iv l C n h e Plan ngchi U. Student: Emmanuel Escoto Gonzalez Advisor: Professor Ping-Der Huang. 中華民國一百年六月 June 2011.

(2) 數據進入難民的夢想：社會責任與人道主義的業務流程外包之三方夥伴關係 “Data Entry Refugees Dreams”: A Socially Responsible and Humanitarian Business Process Outsourcing Partnership Business Plan. 研究生：柯承恩. Student: Emmanuel Escoto Gonzalez. 指導教授：黃秉德. 立. 治 Professor Ping-Der Huang 政Advisor: 大. ‧ 國. 學 ‧. 國立政治大學. y. Nat. 商學院國際經營管理英語碩士學位學程. er. io. sit. 碩士論文. al. n. v C h A Thesis U n i i Program e n g c hMBA Submitted to International National Chengchi University in partial fulfillment of the Requirements for the degree of Master in Business Administration. 中華民國一百年六月 June 2011 i.

(3) ACKNOWLEDGEMENTS This dissertation would not have been possible without the guidance and the help of several individuals who in one way or another contributed and extended their valuable assistance in making this project come to fruition.. First and foremost, I would like to express my utmost gratitude to God. He made my dream of obtaining an International Master in Business Administration in a prestigious university come true. His guidance and support enormously contributed to overcome the obstacles in the most difficult times. Thank you my Lord for answering all my prayers and for giving me the strength to keep learning and developing myself.. 政治大 these studies possible is being far from 立 them. Thanks to their unconditional support and. Special thanks to my family. I have always said that one of the most expensive prices I paid to make. ‧ 國. 學. encouragement the completion of this goal was possible. Family I did and you all were my major motivation to fight day by day. I dedicate this Degree to you all.. ‧. Thanks to ICDF and to National Chengchi University for believing in me and for giving me the. sit. y. Nat. financial, academic and spiritual support to pursue this top ranked MBA. Thank you for giving me. io. n. al. er. the opportunity to come to Taiwan and discover this exotic country and culture.. i Un. v. Professor Ping-Der Huang, thank you very much for sharing my vision and for your motivation and. Ch. engchi. guidance to accomplish this project. By accepting this challenge you were opening a huge door for me, it was like a positive sign that this project could change the lives of others and that in this world exists people that want to make the difference and give back, especially to those of us that need the most. In a tireless way you challenged me and did your best to make me think differently and to be able to answer all the critical questions that donors could have.. Last but not the least, thank you very much my dear classmates and friends. You guys made my experience in Taiwan even more extraordinary. Thank you so much for helping and supporting me all the time.. ii.

(4) ABSTRACT Data Entry Refugees Dreams: a Socially Responsible and Humanitarian Business Process Outsourcing Partnership Business Plan By Emmanuel Escoto Gonzalez. 政治大 Divide Data (DDD) and the Thai-Burma Border Consortium (TBBC). Data Entry Refugees’ 立 Dreams will offer data entry services to customers outside the borders of the refugee camp with no Data Entry Refugees Dreams is to sign a long-term tripartite partnership agreement with Digital. ‧ 國. 學. need for them to go outside of the camp thanks to the internet and communication technology. As its name states, Refugees Dreams will represent an opportunity to make the dreams of refugees. ‧. come true. Its employees will be 100% refugees who are living in Mae La Refugee Camp in Mae. sit. y. Nat. Sot, Thailand.. er. io. To be recruited, the potential employees of Data Entry Refugees Dreams will have to possess basic. al. n. iv n C academic requisites for this kind of job. Also, have to convince the Management Team h ethey n gwill chi U. Computing and English skills and have already obtained a high school diploma, which are the basic. that they deserve to work for this company and that they are striving to make their dreams come. true. They will have to write and present their dreams to the recruiters. The selected candidates will be those that have a clear plan to achieve their dreams, and those whose dreams will benefit the refugee community in general.. The market size of data entry services is worldwide; there are not borders or limits for this kind of industry. Customers come from all over the world. According to a 2010 report prepared by the Asian-Oceanian Computing Industry Organization (ASOCIO) and the accounting firm Klynveld Peat Marwick Goerdeler (KPMG), only India's IT-BPO market, which accounts for 51% of the global market shares, could be valued at as much as US $285 billion in the year 2020. Global demand for outsourcing services has been in constant rise at an average of 4.9% per annum since. iii.

(5) 2008, and is expected to continue until 2020, if not more. There is gross potential for a productive skilled work force, especially those at very low cost. The partnership with Digital Divide Data (DDD), will not only give Refugees’ Dream access to technology, equipment, experience and training but will also give access to a huge range of customers that choose DDD among other outsourcing companies because they want to make a difference and have identified that job creation is a good contribution to the solution to poverty and lack of development in some countries. TBBC will have a supporting role, in the sense that they will manage the budget of Refugees Dreams, will give management and legal support, and will manage the grants that will be possible thanks to the revenues generated by Refugees Dreams.. Refugees Dreams will offer to its partners not only the access to a qualified, low cost, and in need. 政治大 and assisting disadvantaged people By doing this, DDD will expand its social impact to a 立 humanitarian impact since unlike its employees in Cambodia and Laos, refugees have no freedom. of humanitarian assistance workforce, but also the accomplishment of their common goal of helping. ‧ 國. 學. of movement or transit in Thailand, or legal documents to apply for jobs. They have to remain within the borders of the camp where the humanitarian conditions are harsh; there is not enough. ‧. food, medicine, education and opportunities. They are 100% dependent on humanitarian aid.. y. Nat. sit. The revenue that will be generated by Refugees Dreams will also benefit the other member of the. er. io. tripartite agreement, the TBBC, because it will also support the efforts of TBBC in developing the. al. n. iv n C revenues obtained by the partnership to behdistributed in the form of grants to the refugees who at engchi U. refugee community of Mae La, which is part of their main objectives. The TBBC will manage the. the same time will receive training about entrepreneurship and savings from TBBC, as already implemented by their Entrepreneurship and saving project.. Giving jobs to the refugees would have not only a social, but also a humanitarian impact which is recognized worldwide. With jobs, they not only gain economic independence, they gain dignity and the psychological effect of being productive and having a purpose in their life. They will also have a hope of change in their situation, since by receiving grants they will strive to see their dreams come true.. Refugees Dreams is seeking seed capital of 113,650 USD, mostly to guarantee enough cash to assume the investment of equipment and the training required to start operations. Running cost cash expenditures are not required because the company will generate enough cash from the first month iv.

(6) of operations to assume those payments. Refugees Dream projects a gross surplus of 425,211 USD in year one, representing a net surplus of USD 175,135 and an accumulated net income of USD 900, 035 after year five, with a NPV of USD 409,852.54 a payback within one year and an IRR of 175.51%.. By establishing Data Entry Refugees Dreams, not only the 100 employees that are planned to be hired will be benefited. Take into consideration the Entrepreneurship Development, Grant and Savings project implemented by the Thailand Burma Border Consortium (TBBC) which grants USD 80.00 to each selected and trained refugee to start their own business. With the surplus of USD 175,135 Refugees Dreams would benefit 2,189 refugee families in the first year and as consequence motivate the development of their community.. 政治大 be benefited. By the end of year 5, the accumulated number of direct beneficiaries would amount to 立 a total of 11, 350 families and a total of 22,700 indirect beneficiaries, summing 34,050 potential With the 179,063 USD of net income projected for year two, another 2238 refugee’ families would. ‧ 國. 學. beneficiaries which represent more than 60% of the total refugee population of Mae La. Realizing the dreams of the refugees living in Mae La Camp is the main purpose of Refugees Dreams and that. ‧. is how the success and impact will be measured. The number of dreams started will be the. y. Nat. indicators, but the ones that will be achieved will represent the accomplishments and the fulfilment. n. al. er. io. sit. of Refugees Dreams’ Mission.. Ch. engchi. v. i Un. v.

(7) TABLE OF CONTENTS ABSTRACT .......................................................................................................................................iii 1.. Introduction ................................................................................................................................ 1. 1.1.. The why of this project? ........................................................................................................ 1. 1.2.. Why do we need to create jobs for Burmese refugees? ...................................................... 2. 1.3.. Why Mae La Camp? .............................................................................................................. 3. 1.4.. Why DDD would decide to start operations in Refugee Camps instead of continuing to. increase expansion in developing countries such as Cambodia, Laos and Kenya? ..................... 4 2.. Partnership Overview ................................................................................................................ 6. 2.1.. The Partnership...................................................................................................................... 6. 2.2.. Objectives ................................................................................................................................ 8. 2.3.. Mission and Vision ................................................................................................................. 8. 3.. Startup Summary and Table .............................................................................................. 10. 學. 2.5.. ‧ 國. 2.4.. 政治大 Keys to Success ....................................................................................................................... 9 立 Services Overview .................................................................................................................... 14 Data Entry Services ............................................................................................................. 15. 3.2.. Alternatives and Usage Patterns ......................................................................................... 16. ‧. 3.1.. sit. y. Nat. 3.2.1. Quality Assurance System ................................................................................................. 16 3.2.2. Data Security ...................................................................................................................... 17. io. n. al. er. 3.2.3. Deadline Commitment ....................................................................................................... 17 3.3. 4.. i Un. v. Future Expansion of Services.............................................................................................. 17. Ch. engchi. Market Overview ..................................................................................................................... 19. 4.1.. The industry and Market forecast ...................................................................................... 19. 4.2.. Service Providers Analysis .................................................................................................. 21. 4.3.. SWOT Analysis .................................................................................................................... 22. 4.3.1. Strengths............................................................................................................................. 22 4.3.2. Weaknesses ........................................................................................................................ 23 4.3.3. Opportunities ...................................................................................................................... 23 4.3.3.1. Other opportunities .................................................................................................... 24 4.3.4 Threats ................................................................................................................................... 25 4.4.. Porter’s Five Forces Analysis.............................................................................................. 26. 4.4.1. Bargaining Power of Suppliers .......................................................................................... 26 4.4.2. Barrier to Entry .................................................................................................................. 26 4.4.3. Bargaining Power of Buyers .............................................................................................. 27 vi.

(8) 4.4.4. Rivalry between Competitors............................................................................................. 27 4.4.5. Substitutes .......................................................................................................................... 27 4.5.. Market Segmentation .......................................................................................................... 28. 4.6.. Marketing Strategy .............................................................................................................. 29. 5.. Business Organization and Human Resource Management ................................................ 31. 5.1.. Management Team and Staff .............................................................................................. 31. 5.2.. Personnel Plan ...................................................................................................................... 32. 5.2.1. Business Development Team (BDT) ................................................................................. 32 5.2.2. Local Manager ................................................................................................................... 32 5.2.3. Human Resources and Training Team ............................................................................... 32 5.2.4. Quality, Security and Time Control ................................................................................... 33 5.2.5. Administrative Assistant .................................................................................................... 33. 政治大 5.3. Defining Processes for new job data entry service ............................................................ 34 立 6. Price Strategy ........................................................................................................................... 36 5.2.6. Operations .......................................................................................................................... 33. ‧ 國. 學. 7.. Financials .................................................................................................................................. 39 Startup Funding ................................................................................................................... 39. 7.2.. Funding Forecast.................................................................................................................. 40. 7.3.. Surplus and Deficit............................................................................................................... 43. 7.4.. Break Even Analysis ............................................................................................................ 44. 7.5.. Cash Flow.............................................................................................................................. 44. 7.6.. Net Present Value and Interest Rate of Return ................................................................ 45. y. sit. er. al. iv n C Balance Sheet ........................................................................................................................ 46 hengchi U n. 8.. io. 7.8.. Nat. 7.7.. ‧. 7.1.. Ratio Analysis ....................................................................................................................... 47 Conclusion................................................................................................................................. 48. REFERENCES ................................................................................................................................. 49 APPENDIX ....................................................................................................................................... 50. vii.

(9) LIST OF FIGURES AND TABLES Figure 1: Explanation of how the tripartite partnership will work by expressing what each member will give and receive:........................................................................................................... 7 Table 1: Startup Table..................................................................................................................... 11 Figure 2: Startup Highlights ........................................................................................................... 12 Figure 3 Startup Assumptions ........................................................................................................ 12 Table 2: USA Employment in Data Entry Industry ..................................................................... 20 Table 3: Percentile wage of USA Employment in Data Entry Industry ..................................... 21 Table 4: Industry profile for Data Entry Occupation .................................................................. 21 Table 5: Porter’s Five Forces Analysis Results ............................................................................. 27 Figure 4: Customers of Digital Divide Data .................................................................................. 29. 政治大 Figure 5: Market Analysis Pie Chart 立 ............................................................................................. 29 Table 6: Market analysis ................................................................................................................. 29. ‧ 國. 學. Table 7: Milestone Table ................................................................................................................. 30 Figure 6: Organization Structure ................................................................................................... 34 Table 8: Personnel Table ................................................................................................................ 34. ‧. Figure 7: Break-up of Costs for BPO ............................................................................................ 36. sit. y. Nat. Table 9: Prices and Accuracy Table ............................................................................................... 37. io. er. Table 10: Start-up Funding Table .................................................................................................. 40 Table 11: Funding Forecast Table .................................................................................................. 42. n. al. i Un. v. Figure 8: Funding Monthly ............................................................................................................. 43. Ch. engchi. Figure 9: Funding Yearly ................................................................................................................ 43 Table 12: Surplus and Deficit Table.............................................................................................. 44 Table 13: Break Even Table ............................................................................................................ 44 Table 14: Cash Flow Table .............................................................................................................. 45 Table 15: Net Present Value and Interest Rate of Return Table................................................. 45 Table 16: Balance Sheet Table ........................................................................................................ 46 Table 17: Ratio Table ...................................................................................................................... 47. viii.

(10) LIST OF ACRONYMS . UNHCR: United Nations High Commissioner for Refugees. . UN: United Nations. . BPO: Business Process Outsourcing. . DDD: Digital Divide Data. . TBBC: Thailand Burma Border Consortium. . NGO: Non-Governmental Organizations. . IT: Information Technology. . ASOCIO: Asian-Oceanian Computing Industry Organization. . KPMG: Klynveld Peat Marwick Goerdeler. . ICT: Information and Communication Technologies. 學 ‧. ‧ 國 io. sit. y. Nat. n. al. er. . 治政大 LDCs: Least Developed Countries 立. Ch. engchi. ix. i Un. v.

(11) 1. Introduction. 1.1.. The why of this project?. To answer this question, let’s first review the definition of Refugee and the figures of The United Nation High Commissioner for Refugees (UNHCR).. What is a Refugee?. According to the 1951 United Nations Convention Relating to the Status of Refugees from Geneva on July 28, and signed by 127 nations, a refugee is someone who has left his or her country because. 政治大. of a "well-founded fear" of persecution for reasons of race, religion, nationality, social group or 1. political opinion .. 立. ‧ 國. 學. The UNHCR was set up in 1951 to assist the estimated 1 million people that were still displaced after World War II to return home. Since that time, this UN agency has helped find lasting solutions. ‧. for tens of millions of refugees worldwide. By the beginning of 2011, the UNCHR reported a total. y. Nat. of 10.4 million refugees in need of assistance, without including the non-registered refugees and the. er. io. sit. ones that are the concern of other agencies and international organizations.. al. iv n C living conditions of that total of refugees varies well-established camps and collective centers h e nfrom gchi U n. More than half of the UNHCR’s refugees of concern are in Asia and some 20 percent in Africa. The. to makeshift shelters or living in the open, depending on the years of existence of the camps, the. support received by governments that give shelter to those refugees, and the empowerment of the refugee community as well as the conflict situation. In the exhibit number 1, it is possible to appreciate a map which gives us a picture of the locations and the amount of refugees per region which are the concern of the UNHCR for those refugees that live in urban areas, which are more than half of all refugees of concern to UNHCR, there are three possible solutions to their situation: repatriation; local integration or resettlement.. 1. Official web portal of the United Nations High Commissioner for Refugees. 1951 United Nation Convention of. Geneva relating to the status of Refugees. Retrieved by March, 2011, from National Chengchi University: http://www.unhcr.org/3b66c2aa10.html 1.

(12) 1.2.. Why do we need to create jobs for Burmese refugees?. Because local integration is the most viable solution to their suffering since repatriation is not possible for Burmese refugees due to the fact that Burma is still in the midst of an internal armed conflict between the Burmese government and the various ethnic groups in the country which has been going on since April 1948 . Also because the third solution, resettlement, is only possible for a small number of registered refugees. Most of the efforts of NGOs to support them have been oriented on local integration, and that is exactly what is intended with this business plan.. The idea of creating this social and humanitarian impact partnership came after Emmanuel Escoto, the writer and consultant of the present business plan who served as volunteer in Mae La in the Summer of 2010, proposed to Digital Divide Data (DDD), the expansion of the social impact that. 政治大 expressed that he could imagine a life living on 5 kg of rice, 300 grams of fermented fish, charcoal, 立 DDD has created in part of Asia to a humanitarian level by benefiting Burmese Refugees. He. registered refugee in a camp receives as their monthly ration.. 學. ‧ 國. and one liter of oil for a month, and then repeats this month after month. That is what each. ‧. The refugees living in Mae La camp are mostly Karen people, an ethnic group who have fled their. y. Nat. homes in Burma, persecuted by their government, brutalized by soldiers, and now living in that. io. sit. refugee camp. There are an estimated 141,076 refugees living in nine camps along the Thailand-. er. Burma border, including about 57,915 refugees that are unregistered and are people that have. al. n. iv n C students, the Internally Displaced People, h andethe i U10,000 refugees that could not get n gmore c hthan entered the camps since the last official registration in 2004/5. This number does not include. permanent asylum since November 2010 when new hostilities where persecuted a as result of the General Elections in Burma which has done nothing to weaken the military over the country2.. Exhibit 2 presents some newspapers clippings showing the suffering faces of the people that needed protections during those hostilities of November 2010. Most of them were once farmers who planted rice, vegetables, or raised pigs, chicken and fish. Having had their homes burnt to the ground or family members killed, raped, or taken away as child soldiers and slaves, they have fled their homeland and now live in these camps. They may be safe from the sudden attacks of the Burmese army, but the conditions in the camps are harsh. 2. Official web portal of Thailand Burma Border Consortium. 2010 TBBC Program Six Month Report from July to. December. Retrieved by March, 2011, from National Chengchi University: http://www.tbbc.org/resources/resources.htm#reports 2.

(13) Camps are overcrowded, and the numbers of people are increasing daily. Frustration runs high with so many people together who are not allowed to go out of the camp or work legally. Most of them feel they have no future and dream, which is the major frustration since they have almost lost their hope to make their dreams come true.. According to the Women Refugee Commission, which is an NGO that advocates for laws, policies and programs to improve the lives and protect the rights of refugees: “With few opportunities to continue their studies or to put into practice what they have learned, refugee youths are becoming increasingly frustrated and despondent about their futures”. One community leader said, “When people can’t see their futures, you see an increase in social. 政治大 alcohol abuse among youth is high. Many young people have spent their entire lives within the 立 confines of a camp and are completely dependent on external assistance. Others work illegally. problems, like domestic violence and abuse.” The Women's Commission also heard reports that. ‧ 國. 學. outside of the camps, exposing themselves to abuses and deportation. Others have waited patiently for a number of years to be resettled to a third country, but face tremendous uncertainty and anxiety. ‧. about what awaits them and whether or not they will be allowed to leave3.. y. Nat. sit. Exhibit 3 presents the result of a survey made by the Disease Control and Prevention, National. n. al. er. io. Center for Environmental Health, Emergency and Environmental health services from Atlanta,. i Un. v. Georgia, USA. Those results are a list of the number of frustrations that the Karenni population listed as mentioned as their sufferings. C h. 1.3.. engchi. Why Mae La Camp?. Simply because the conditions for a successful business are given: . Once they were civilians whose rights of freedom, peace and progress were adversely affected by a conflict which has generated huge concern from the United States government and companies, which is beneficial because most of the DDD’s customers are located in US.. 3. Official web portal, Women Refugees Commission, Living in Limbo: Burma’s youth in Thailand see few. opportunities to use education and vocational skills. Fields Mission to Thailand May 2008 Report. Retrieved by March, 2011, from National Chengchi University: http://www.womensrefugeecommission.org/docs/th_youth.pdf 3.

(14) . Burmese camps have been visited by: George and Laura Bush, John McCain and Angelina Jolie, which has contributed to a rise in international awareness about the situation.. . Mae La Camp is located near an urban area in Thailand with access to all public services including: highways, electricity, and internet connectivity.. . Karen refugees already possess computing and English skills as well as high school diploma granted by the Karen Education Department.. . Thailand shares borders with Laos and Cambodia, which will make easy for DDD managers to visit Refugees’ Dreams operation offices.. . After 35 years of existence, Mae La camp is well organized and developing compared with other camps in Thailand and worldwide. 1.4.. Why DDD would decide to start operations in Refugee Camps instead of. 政治大. continuing to increase expansion in developing countries such as. 立. Cambodia, Laos and Kenya?. ‧ 國. 學. Because:. People living in developing country such. the refugees living in Mae La Camp. as Cambodia, Laos and Kenya. ‧. People living in refugee camps such as. y. Nat. because of a well-founded fear of political,. and under social and economic. er. al. sit. They live in their home countries in peace. io. Were forced to leave their home countries. v. development. Their ideologies, religion and. n. religious or ethnic persecution.. Ch. i Un. ethnicity are respected.. engchi. Their own government is usually the one. Their governments protect them and see. displacing them and seeing them more or. them as their friends and people to work. less as part of the enemy.. for.. Have no freedom, human rights protection. Have freedom, human rights protection and. or variety of opportunities.. variety of opportunities.. No access to jobs, decent income and no. They have access to different kind of jobs,. opportunities for economic growth.. incomes, and opportunities to grow economically.. They are dependent. Humanitarian. They are independent. They are their own. organizations provide them with rations of. providers and are supported by their. food, shelter, health and education in small. governments, developing agencies, and. quantities and variety, usually the same. companies to access to food, shelter, health 4.

(15) food month after month, year after year.. and education in the quantity or variety they can afford.. They have almost no hope and think that. They have more hope and think that their. their situation will not change.. situation can change.. Frustration of living only in a closed area. Living in open and vast territories with. within 4km2 of territory with no freedom of. freedom of movement to other areas or. movement to other areas or countries.. countries.. Because they cannot see their futures, there. They can see their future and if there are. is an increase in social problems, like. social problems they are due to other. domestic violence and abuse. Alcohol abuse reasons, not because of the frustrations of among youth is high.. being isolated.. Constant fear of the military of their. No fear founded on military harassment at. 政 all.治大. governments or the military of the asylum. 立. giver government.. ‧ 國. 學. Or simply because the impact they will cause is greater in the camp than in those developing countries, and the higher the impact, the more donors and customers would choose Digital Divide. ‧. Data. This higher impact is added to by lower start-up costs. To start operations in Kenya for. y. Nat. example, DDD needed more than 500,000 USD to benefit 300 employees with their current model. io. sit. of offering employment and training. To start operations in the camp, they will need to invest a little. n. al. er. more than 100,000 USD and will directly impact the life of 2186 refugees.. Ch. engchi. 5. i Un. v.

(16) 2. Partnership Overview 2.1.. The Partnership. Data Entry Refugees Dreams Business Process Outsourcing Tripartite Partnership, will be the first refugees’ company that focuses on the Data Entry Services founded with the idea that the world's poorest refugees can produce their own solutions to poverty and aid dependence in the new global economy by accessing the knowledge, skills, and opportunities that power economic growth and lasting change around the world, and which is Information Technology.. Data Entry Refugees Dreams will sign a long-term tripartite partnership agreement with Digital Divide Data (DDD) and the Thai-Burma Border Consortium (TBBC). DDD is a multiple award. 政治大. winning leader in social enterprise that provides disadvantaged youth in Cambodia, Laos and in. 立. Kenya with the education and training they need to deliver world-class, competitively priced IT. ‧ 國. 學. services to global clients and break the cycle of poverty. This not-for-profit provides data entry, digitization and other IT outsourcing services to clients worldwide, including Reader's Digest,. ‧. Harvard Business School, New York Daily News, Kaplan Test Prep and others.. Nat. sit. y. TBBC is a consortium of 12 international non-governmental organizations (NGOs) from ten. io. er. countries, providing food, shelter and non- food items to refugees and displaced people from Burma. They will provide the partnership with not only the local administrative and management support,. n. al. Ch. i Un. v. but also the legal rights to operate from the camp, because TBBC is the only NGO that can establish. engchi. operations in the camp since it has the right from the authorities of Thailand to create jobs and improve the life of the refugees.. Refugees Dreams will be a social and humanitarian organization that functions with a durable business model and approach to the development of the Refugee Community. It will focus on viable business growth that will directly benefit more than 11,350 refugee families in the first five years of operations and up to 22,700 refugees indirectly. When the market necessity for projects that do not need to be executed internally in companies is conjugated with the Internet as a link to these remote locations, we have a new business model.. Refugees Dreams will make profits to build dreams since all the funding and revenues obtained by the services offered will go directly to the budget of dreams realizations. This will be a special fund 6.

(17) for micro-grants for refugee entrepreneurs that will be coordinated thought Thailand Burma Borders Consortium and its Entrepreneurship Development, grants and saving project which will be in charge of the management of those funds.. 立. 政治大. ‧ 國. 學. Figure 1: Explanation of how the tripartite partnership will work by expressing what each member will give and receive:. ‧. Despite their poor conditions, lack of freedom, and the frustrations listed previously, many youth. sit. y. Nat. are eager, do not give up, and have dreams for their futures. Refugees Dreams wants to help them to. io. er. have a little more peace and hope. Refugees Dreams will create jobs and allocate them to the people that are examples for other refugees - those who were the best students, and those that are leaders or. n. al. i Un. v. potentials ones, including mothers, and the handicapped for which the refugee’s conditions are even more painful.. Ch. engchi. Among the Karen population living in the refugee camp exist potential leaders that possess computing and English skills. The different Karen’s organizations such as Karen Youth Organization and Karen Woman Organization already offer computing training; however all of the refugees that have developed their computing skills find no opportunities to use them in a productive way.. What is intended through Refugees Dreams is to give a more active usage of those resources already available in the camp by providing refugees with the education and training they need to work in an internationally competitive socially responsible business process outsourcing company dedicated to data entry. 7.

(18) Realizing those dreams is the main purpose of Refugees Dreams and that is how the success and impact of Refugees Dreams will be measured. The numbers of dreams started will be the indicators, but the ones that will be achieved will represent the accomplishments and the fulfillment of Refugees Dreams mission.. This initiative is based on the realization that there is need not only to equip young people with IT skills but also to provide them with jobs and experience. DDD tracks records of sustained social and economic development in Southeast Asia. DDD felt that this initiative was sound, and after 10 years of social impact they expressed they want to help those that are suffering the most. They wish to extend their success to humanitarian and not only to development levels. They wish to support refugees because even though they have supported people living in slum areas of Cambodia and Laos, they recognize that refugees’ living conditions are even worse than the disadvantageous people from those developing countries.. 立. ‧ 國. Objectives. 學. 2.2.. 政治大. To provide high quality data entry services to clients around the world.. . To recruit top talent among the refugee population, giving priority to the most vulnerable. ‧. . Nat. sit. y. refugees, which include: youth, women and disabled, based in a gender representativeness. . er. al. n. other refugees?. io. approach and prioritizing those who have a proposal for change in their life and the lives of. Ch. i Un. v. To provide access to a decent income and opportunities to refugees through our unique. engchi. humanitarian enterprise model, and motivate them to save for their future. . To greatly support their dreams, and to promote the development of the Karen Community that live under refugee conditions.. 2.3.. Mission and Vision. Refugees Dreams’ mission is to deliver added value for all of its stakeholders, serving as their partners in achieving their vision, and by doing this achieving Refugees Dreams’ own vision, which is contributing so that one day refugees stop depending on humanitarian assistance and are able to protect and develop themselves as individuals and as a community in general.. 8.

(19) 2.4.. Keys to Success. Refugees Dreams’ major key to success is mostly represented by its strategic partnership. The tripartite partnership is not only between partners that share values and principles, they are partners that share their vision and that are already contributing to assist the victims of war and poverty.. Digital Divide Data and the Thailand Burma Border Consortium represent solid teams dedicated to serve with quality, responsibility, and efficiency to customers and to beneficiaries respectively. They are organizations with more than 10 years of experience and they have already gained worldwide prestige and recognition for their social and humanitarian mission.. The partnership with Digital Divide Data (DDD), will not only give Refugees Dreams access to. 政治大 choose DDD among other outsourcing companies because they want to make the difference, and 立. technology, equipment, experience and training, but also access to a huge range of customers that. have identified job creation as a good contribution to the solution of poverty and lack of. ‧ 國. 學. development. TBBC will have a supporting role; they will manage the budget of Refugees Dreams, will give administrative and legal support, and will manage the grants that will be possible thanks to. ‧. the revenues generated by Refugees Dreams.. y. Nat. io. sit. The three partners together will revolutionize the way in which refugees have been receiving aid.. n. al. er. They will contribute with them and give them hope. They will help refugees to change their. i Un. v. situation, passing from humanitarian assistance recipients, to IT employees and then to selfemployed.. Ch. engchi. Another key to success is Refugees Dreams’ talented and highly motivated employees. The Karen have already suffered from a civil war for more than 60 years. They have demonstrated that surrender and giving up are not characteristic of Karen people. They are fighters, and they are ready to fight poverty and their lack of income and opportunities. They have a huge desire to put their knowledge and skills into professional services. For years they have received donations or support that also include training in Computing and in English, however they found no opportunities to implement those skills. Refugees Dreams represents their life opportunity, and they have demonstrated that they are willing to put their best into this job. 9.

(20) Executing data entry for people in India or other places in the world represents a common job to be done while preparing themselves for something better in the short term, therefore attrition is one of the major weaknesses of the companies operating there. For Karen refugees, this will be their long term career and almost the only income generation opportunity that they have in the Camp. Refugees Dreams as its name states, is one of the most meaningful opportunities that they have to see their dreams or personal and professional goals come true, and that guarantees a long term commitment with Refugees Dreams.. There are some other social enterprises promoting these kinds of jobs in developing countries, as is the case of DDD, however they have being specialized in areas where people have more freedom and plenty of opportunities. Those companies are in cities or towns where people live in peace. What make this partnership stand out from others is that it will take the risk of creating the jobs. 政治大 will utilize only resources accessible for refugees, and in their own environment, since it will 立 operate directly from the Camp.. inside of the refugee camp. This is the first social and humanitarian impact BPO partnership that. ‧ 國. 學. Refugees Dreams will serve as an inspiration for refugees, and as consequence we believe that a lot. ‧. of businesses, governments, and organizations will have more than enough motivation to support. y. Nat. and contribute with us. Potential customers have already been motivated to support DDD in their. sit. efforts to give dignity to Cambodians for example. DDD is sure that their partnership with Refugees’. n. al. i Un. because refugees are one of the most in need sectors worldwide.. Ch. engchi. er. io. Dreams and TBBC will attract even more customers and donors because of the greater impact, and. v. Refugees Dreams represents a major opportunity to give dignity and respect to the life of refugees. If many governments and NGOS have been giving aid to these refugees since 1984 why not believe that they will give jobs which will come to reduce their own operating costs, and will guarantee the quality and security of their data, mostly because those services will have the management and expertise of partners that have demonstrated their commitment to customers during more than 10 years. Exhibit 4 shows an estimate of the Thailand Burma Consortium and other NGOs assistance to the refugees from 1984 until 2011, which shows the donations that have been received by many organizations and governments with refugees concerns and which will be our prime target market.. 2.5.. Startup Summary and Table. 10.

(21) Refugees Dreams start-up costs come to $113,650, which is primarily represented by the investment required in equipment and furniture, and training orientation to increase the data entry skills of the recruited refugees as well as technical details about data entry services. The contributions that Refugees Dreams will give for the micro-grants are not included since the capital needed for them will come from the revenues after the first year of operation and will be managed by the Thailand Burma Borders Consortium.. Table 1: Startup Table. 立. 政治大. ‧. ‧ 國. 學. n. er. io. sit. y. Nat. al. Ch. engchi. 11. i Un. v.

(22) Figure 2: Startup Highlights. 政治大. Figure 3 Startup Assumptions. 立. ‧. ‧ 國. 學. n. er. io. sit. y. Nat. al. Ch. engchi. i Un. v. The following equipment and services will be needed to allow Refugee Dreams’ Data Services to begin operations: . 10 Computers with windows, Pentium IV class configuration systems with minimum 256 MB RAM. Windows 2000/2003 Local Area Network with Windows 2000, Windows 2003, Windows XP workstations. . High Speed Scanners, Laser and desktop printers and a copier. . Various software including Adobe Acrobat, Photoshop and PageMaker, Microsoft Office.. . DVD/CD ROMs, Writers, Zip Drives for adequate Data Transfer & Backup. . Power supply with backup UPS and generators. 12.

(23) . Structured cabling, modem, routers and all necessary network facilities as well as video conference facilities. . Alternate backup Internet Connection. . Word Perfect, and QuickBooks Pro for accounting purposes. . Attorney services to develop a standard contract template for clients and to assure that Thai procedures are fulfilled. . Web designer to make sure that our company is well described and to serve for advertisement purposes. Given by DDD.. . Broadband Internet connection. . Marketing support. Given by DDD headquarters. . IT specialized in data entry services. From DDD operational offices in Cambodia.. 政治大 soft skills, as well as in the operational data entry skills required for this job, with an aim to improve 立 their quality and maximize the amount of data entered per hour. Training will include: exposure to Employees selected by Refugees Dreams will undergo training in Computing, written English and. ‧ 國. 學. the professional work environment, work ethics, quality standards, quality assurance processes, fundamentals of data entry and document entry business.. ‧. n. er. io. sit. y. Nat. al. Ch. engchi. 13. i Un. v.

(24) 3. Services Overview As it has been expressed, Refugees Dreams is a business process outsourcing partnership with social and humanitarian impact. Business Process Outsourcing is the delegation of one or more ITintensive business processes to an external provider that in turn owns administers and manages the selected process based on defined and measurable performance criteria. It is one of the fastest growing segments of the Information Technology Enabled Services (ITES) industry4.. The Benefits of outsourcing are: . Reduction of Control Operating Costs.. . Higher level of services for lower costs. . Focus on core business since the operational details are managed by an external expert.. . Increased efficiency. . Reduced labor costs. . Predictability of cost. . Freeing up financial capital and human resources for other projects. . Utilization of common applications. 立. 政治大. ‧. ‧ 國. 學 sit. y. Nat. al. n. maintaining higher levels of quality without compromising time.. Ch. engchi. er. io. Exhibit 5 shows the advantages of BPO in the reduction of significant amounts of cost and. i Un. v. The customers will not need to be responsible for payment of the employee’s taxes, insurance costs, as well as no fringe benefit expenses with employees for these tasks; they will be able to use their employees to develop other activities that the company needs but were not possible before due to the burden of thousands of data entry requirements. Other benefit include the fact that they will be able to report the jobs given to DDD and to Refugees’ Dreams as consequence, as part of their charity donations for tax reduction purposes since DDD is registered as an NGO in the United States. It is also a marketing tactic that companies could use to. 4. Official web portal. BPO India, BPO Industry in India – A Report. Retrieved by March. 2011, from National Chengchi University: http://www.bpoindia.org/research/bpo-in-india.shtml 14.

(25) shows their customers that they are a socially responsible and in this case humanitarian responsible, business.. Data Entry Refugees Dreams will provide the data entry services and digital preservation of data from a remote location. Refugees Dreams will serve a wide range of clients ranging from International Organizations, and governments and NGOs working in the humanitarian and development field, to private companies such as publishers, libraries, content hosts, and academic researchers world-wide.. Refugees Dreams services represent and extend the value of data, publications and records, making them accessible online or in any information system, since most of the software needed is facilitated by Digital Divide Data as well as by the customer according to their internal processes. Refugees. 政治大 generates opportunities for the world's poorest refugees to earn reasonable salaries and achieve their 立 dreams. Dreams will offer these services on the basis of a socially responsible and humanitarian model that. ‧ 國. 學. Refugees’ Dreams plans to train and employ at least 100 talented high school graduated refugees. ‧. from the camp. The staff will receive support from TBBC for training, which will empower them to. sit. y. Nat. move on to create their own business or offer their services among the refugee population.. er. io. Refugees Dreams will strive to graduate them from this entry-level job to self-employment that. al. n. iv n C Burma borders. Refugees’ Dreams will also h strive i U for its commitment to customers, e n gtocbehrenowned could represent for them more than the average aid refugees receive in the camps on the Thai-. its quality and assurance of the services offered, as well as contributors to the fulfillment of the dreams of its employees and its impact in the refugee community.. 3.1.. Data Entry Services. Whatever assignment the client may wish from Refugees Dreams, will be assumed as long as we have the skills or resources to complete a task, or if the customers are able to provide us with the training or software needed.. The following is a list (not exhaustive) of the different services offered by Refugee Dreams: . Academic Data Entry 15.

(26) . Survey Digitization. . Records Management. . Archives Digitization. . Newspaper Digitization. . Word processing. . Mailing services and Maintain electronic mailing lists. . Maintain vendor files. . Data entry from Papers, Books or any printed material with the highest accuracy and fast turnaround time. . Business Transaction Data entry like sales, purchases or payroll.. . Business Card Data Entry into any Format. . Receipts and Bills Data Entry. . Catalog Data Entry. . Manuscripts typing into word. . Tapes transcription into word.. 立. ‧ 國. 學. 3.2.. 政治大. Alternatives and Usage Patterns. ‧ y. Nat. Companies outsourcing their businesses processes look for several qualities and guarantees in BPO. n. er. io. al 3.2.1. Quality Assurance System. Ch. sit. Companies which are in accord with DDD procedures:. engchi. i Un. v. To fulfill this requirement, Refugees Dreams will: . Never compromise on quality while providing cost effective services. . Refugees Dreams will never use equipment or material that will not guarantee high quality of our service. . A project manager will be assigned for every project to follow a procedure of preparing worksheets, table lookups, field confirmation, manual corroboration, cross checks and random checks. The superiority of Refugees Dreams services will depend on the variety of training that its employees will receive and consequently on how they will implement their knowledge while working. Training is a fundamental part of BPO companies, and thus of Refugees Dreams. 16.

(27) 3.2.2. Data Security Refugee Dreams will provide the following security of their data: . Encryption of the files, email and folders. . Only authorized personnel will have access to the data. . The use of CDs, floppies, and USB drives will be prohibited in its lab. . Refugees Dreams’ Network will be protected by passwords. . Each employee will be requested to sign an agreement of Confidentiality and NonDisclosure. 3.2.3. Deadline Commitment. 立. 政治大. ‧ 國. 學. Refugees Dreams’ procedures will guarantee accurate services provided to our customers ahead of their schedules. Refugees Dreams will contribute to the accomplishment of its customers missions by overcoming their 12hrs, 48hrs weekly and monthly turnaround expectations.. ‧ sit. y. Nat. Refugee Dreams is in a unique position to provide its clients with all of the above qualities plus the. io. achieve their dreams.. n. al. er. benefit of knowing that they are helping refugees to not only to have a dignified life, but also to. 3.3.. Ch. Future Expansion of Services e n g c h i. i Un. v. Other services that are not in the portfolio of Refugees Dreams will be works that the customers do not have time or personnel to execute. Other jobs can be transactions that the client does not wish to do since they prefer to focus and put most of their energy into their core activities. Refugee Dreams will offer from a remote location an impeccable support to clients with their requirements. This is of considerable value to the customers.. Refugee Dreams will operate at the Karen Bible School since it is one of the areas with the best access to internet. It is not exactly in the area protected by the Camp commander, and any customer that wishes to visit Refugees Dreams operative office will be able to do it without. 17.

(28) requiring a camp pass. A room has been dedicated to the business in the school and rent will be paid for the use of the room.. An expansion of the services of Refugees Dreams is projected to be realized after year five, when the employees have already improved their skills and have already graduated from college in the areas of Marketing, Accounting, Finances and other technical skills needed to increase from low skills services to high skills ones, which are known as knowledge based services. Exhibit 6 shows the hierarchy of services offered by the BPO industry.. Data Entry jobs are in the lowest level of the pyramid, and require low skills and risks. Low-end BPO jobs include - data entry, scanning, simple translations, data conversion tasks (such as moving data from a document or database to a general ledger), and billing services based on pre-defined. 政治大 offsite, and that is exactly what Refugees Dreams will offer to its customers. 立. rules. These tasks require basic clerical and language skills and can usually be fully accomplished. ‧ 國. 學. BPO’s clients are looking for strategic partners that can move beyond transaction processing and solutions to various cross functional business activities, and that is what Refugees Dreams will look. ‧. to in their future expansion. That expansion requires improvements in the skills and knowledge or. y. Nat. its employees and that will be Refugees Dreams line to follow when deciding which kinds of. sit. training to offer to them. This improvement will mean higher employee cost for providing these. n. al. er. io. services as well as improved profit margins. However, at startup, Data Entry Refugees Dreams will. i Un. v. focus its business plan in the starting stage of the BPO, which is data entry only.. Ch. engchi. 18.

(29) 4. Market Overview. 4.1.. The industry and Market forecast. In today’s rapidly developing business world, data entry has become one of the fastest growing trends in the Business Processes Industry. Data Entry is the direct input of data in the appropriate data fields of a database, through the use of a human data-input device such as a keyboard, mouse, stylus, or touch screen, or through speech recognition software5.. Outsourcing data entry services has become a common practice among worldwide organizations. Most of the companies have to manage enormous amounts of data in their day to day activities.. 政治大. Since they do not have enough time to effectively process and manage that information, they prefer to outsource data entry work.. 立. ‧ 國. 學. Most of the businesses and organizations in the United States are outsourcing their data entry works to countries like India. This is principally because of the improvement of IT enabled services in. ‧. India. At present, India is the supplier of approximately 51% of global sourcing. India's comparative. y. Nat. advantages have been the ability to provide low-cost services and the supply of a large English-. er. io. industry of BPO services.. sit. speaking labor force, and that is why India is taken as a reference when studying the market and. al. n. iv n C According to a 2010 report prepared by the Computing Industry Organization hAsian-Oceanian engchi U. (ASOCIO) and KPMG, India's IT-BPO market could be valued at as much as US $285 billion in the year 2020. Global demand for outsourcing services is expected to rise at an average of 4.9% per annum between 2008 and 2020, if not more. There is gross potential for a productive skilled work force, especially those at very low cost. These populations have exposure to the technologies pertinent to BPO services. LDCs (least developed countries) have become more sophisticated users of information and communication technologies (ICT)6.. 5. Official web portal, Business Dictionary, Data Entry Definition, Retrieved by March 2011, from National Chengchi. University: http://www.businessdictionary.com/definition/data-entry.html 6. Official web portal. Beyond Profits. BPO Opportunities as Part of the Poverty Alleviation Toolkit Post. Retrieved by. April, 2011, from National Chengchi University: http://beyondprofit.com/bpo-opportunities-as-part-of-the-povertyalleviation-toolkit-2/ 19.

(30) IT can be used for the betterment of rural communities and why not a refugee camp. The point is that Refugee populations cannot move or displace into urban setting areas of their country Myanmar, or in Thailand in the case of Burmese refugees, and therefore, Refugees Dreams can capitalize on their low-cost rural locale, their skills in English and Computing, their ability to learn, and their need for income to reduce their dependence on humanitarian assistance. It would be fair to assume that running a BPO company in the Camp would still cost less than one located in an urban area, despite the educational and technological investment involved.. For the Thailand market, Suchitra Narayan, Research Manager for IDC's Asia/Pacific IT Services Research, sees that it is still at an early stage both in terms of consumption and supply of BPO services. IDC estimated the size of the Thai market to be $349 million in 2008 and expects it to. 政治大 worldwide level, IDC expects that the BPO market will grow at a five-year CAGR of 5.8%, 立 reaching $201.5 billion in 2014.. increase to $503 million by 2013, at a Compound Average Growth Rate of 7.6 percent. At a 7. ‧ 國. 學. Since Refugees’ Dreams through Digital Divide Data expects to target private companies located in. ‧. the US, we will study some data about the Data Entry demand in that market and we will use it as. y. Nat. reference for our sales forecast. The U.S. market is expected to grow at a five-year CAGR of 4.7%,. er. io. sit. reaching $94.7 billion in 20148.. al. n. iv n C occupational employment, wages and industry h e profile h idataUentry jobs by May 2010 were as n g cfor According to the Bureau of Labor Statistics of the United States Department of Labor, the. follows:. Table 2: USA Employment in Data Entry Industry. 7. Official web portal. Bangkok Post, Recession Spurs BPO Market, Published on October 7, 2009. Retrieved by April,. 2011, from National Cheng Chi University: http://www.bangkokpost.com/tech/computer/25190/recession-spurs-bpomarket 8. Official web portal. Marketresearch.com, Worldwide and U.S. Business Process Outsourcing Services 2010-2014. Forecast. Retrieved by April, 2011, from National Cheng Chi University: http://www.marketresearch.com/product/display.asp?productid=2691086 20.

(31) Table 3: Percentile wage of USA Employment in Data Entry Industry. Table 4: Industry profile for Data Entry Occupation Industries with the highest published employment and wages for this occupation are:. 政治大. 立. ‧ 國. 學. In Exhibit 7 it is possible to appreciate a snapshot of the weekly sales reported by a Data Entry. sit. y. Nat. Service Providers Analysis. io. n. al. er. 4.2.. ‧. independent employee.. Ch. i Un. v. Business Processes Outsourcing is a fairly new and highly competitive industry and is made up of a. engchi. large number of worldwide independent participants that have arisen from the convenience of the internet. These participants serve local and international businesses, governments, and NGOs, though some find unique niches such as a local government, universities, or private companies.. Data entry service prices are essentially quite low, with most of a service's expenditures accredited to labor and to the electricity expenses. Demand for data entry services depends on business sizes as well as their marketing strategy, especially in providing quality, customer support, and becoming partners in order that together they can achieve common goals.. The other issue that powered the growth of BPOs was the downsizing of the business world. This produced a lot of chances for outsourcing services because companies were looking for ways of reducing costs and for small projects; therefore they would just outsource to qualified companies 21.

(32) offering lower costs than if the projects were developed within the company. When the market necessity for projects that do not need to be executed internally in the companies is conjugated with the internet as the link to these remote locations, we have a new business model.. As technology has improved and become better and better, more tasks have been able to be accomplished distantly by sending completed products by electronic means, and even having face to face video conferences allowing two parties that could be half way around the world to have a virtual face to face meeting.. Data Entry Companies’ competition does not have important physical borders. There is no disadvantage in choosing a service from one country in comparison to another. Data Entry competition relies on availability, cost, quality, and skills. These considerations are primary for the. 政治大 likely that the client will maintain a working relationship with them if quality has been assured, 立 unless a new provider has some new features that attract the attention of the clients.. initial selection of a Data Entry service. Once a service has been provided a couple of times, it is. ‧ 國. 學. SWOT Analysis. ‧ y. Nat. 4.3.1. Strengths. io. sit. 4.3.. n. al. er. 1. One of the major strengths of this company is its tripartite partnership because its members. i Un. v. not only share values and principles, but are partners that share their vision and that are. Ch. engchi. already contributing to assist the victims of war and poverty.. 2. Global recognition of DDD as a leader in the Data Entry service, as well as their vast experience and technology.. 3. Knowledgeable, friendly, and in need staff. Refugees Dreams will go to great lengths to find people with a passion for sharing their internet, computing and English experience to have a professional job. Refugees Dreams’ staff are knowledgeable and leaders of the refugee community in Mae La Camp. They have dreams and they will work with us to accomplish their dreams.. 22.

(33) 4. Strong vision of the market needs. Refugees Dreams recognizes what it takes to provide an upmarket data entry service. We know how to build the service that will bring the customers and the technology together.. 4.3.2. Weaknesses 1. A dependency on rapidly improving technology. The Internet changes very quickly and new applications or features are being offered day by day. Refugees Dreams needs to keep up with the technology because a lot of the Refugees Dreams’ experience and services require new technologies and software.. 2. Being a startup company in a Refugee Camp. It will be the first experience for Digital. 政治大 treatment to Refugees’ Dreams, different from its other partners. 立. Divide Data operating in a humanitarian refugee camp. They will have to give special. ‧ 國. 學. 3. Customers could doubt about the quality of service offered by refugees. DDD will have to make extra effort to convince organizations to give jobs, particularly for our first target. ‧. since it is not common in the camp to provide services in general, and less those services. sit. n. al. er. io. 4.3.3. Opportunities. y. Nat. that require technology, computing and English skills.. Ch. engchi. i Un. v. One of the major opportunities found is the fact that the creation of jobs or self-reliance has been included in the planning of the 2010 Committee for Coordination of Services to Displaced Persons in Thailand (CCSDPT) and United Nations High Commissioner for Refugees (UNHCR), reworked the plan as “Framework for Durable solutions” to formalize it as a common framework for all humanitarian actors.. It is now a requirement for all CCSDPT members to work within this framework and all programs proposals submitted to the Ministry of Interior of Thailand for 2011 were within this context according to the 2010 (Jul-Dec) report of the Thailand-Burma Border Consortium.. Most of the efforts done by the governments and NGOs working in the Thai-Burma border follow objective number two of the Strategic Plan Objectives 2009-2013 of the TBBC which is: “Increase of self-reliance of displaced people through the utilization and development of their own resources. 23.

(34) As result a new entrepreneur pilot program have being implemented in the camps which has already resulted in almost 300 refugees receiving small start-up grants (baht 2,400 or USD 80, EUR 60) which have been used to start or expand small businesses such as groceries and small stores; making snacks, bakeries or noodles; weaving; running tea shops, barbers or restaurants; and pig raising and vegetable farming9.. Another opportunity is the fact that the United States is one of the countries with major concern for Burmese Refugees and US companies, organizations and population are aware of the situation of Burmese and its huge humanitarian needs. 64,513 refugees have left the camps for resettlement in third countries since 2005, with the majority of the departures; 76% going to the United States. Refugee departures by camp for 2010, and totals by country from 2006 are given in exhibit 8.. 政治大 major economic power and huge companies that are demanding data entry services. We intend to 立 create a network of Karen abroad and give them the incentives necessary to market our services in. Refugees Dreams plans to use the benefits of having Karen people in some of these countries with. ‧ 國. 學. their communities, which represents another opportunity for this partnership.. ‧. Karen that have resettled have already shown strong interest in supporting their people. They are. y. Nat. increasing the awareness about the situation in Burma, and they are the overseas voice of the. sit. refugees. Refugees Dreams will offer them commission for sales, and they can work as our sales. er. io. representatives sending jobs to Refugees Dreams from companies, NGOs, and local and national. al. n. iv n C Refugees Dreams has gained international h competitiveness. e n g c h i UExhibit 9 is a picture taken from the governments of the countries where they are living. All of this can help in the long run once. Camp Noticeboard which shows the distribution of Refugees that were resettled in the different States of the United States.. 4.3.3.1. Other opportunities 1. Low investment costs since prices in the camp are much cheaper than in other areas of Thailand and the rest of the world.. 9. Official web portal. Thailand Burma Border Consortium, 2010 TBBC Program Six Month Report from July to. December. Retrieved by March, 2011, from National Chengchi University: http://www.tbbc.org/resources/resources.htm#reports 24.

(35) 2. A sense of business ownership from the future employees since this company will be created for them, and will be the foremost or only company that brings professional jobs into the camp.. 3. Absence of attrition. This is one of the major weaknesses of other data entry companies worldwide. Their employees are not stable doing data entry jobs because they have more opportunities to apply for other jobs in different companies or industries. Their situation is different from refugees since they have no access to companies inside the camp.. Among the refugee population we find people that have Bachelor degrees, professionals, or even Master degree holders that were obliged to leave Burma to protect their life. In the camp it is possible to find several high school and even higher education colleges; however they do not have. 政治大 government of Thailand. Creating jobs represents a huge opportunity for refugees, and Refugees 立 Dreams will be the only way for them to make their educational or professional dreams come true. any legal recognition. Those schools are not recognized by the government of Burma or by the. ‧ 國. 學. The internet and globalization have turned the world into a global village, facilitating the seamless. ‧. delivery of IT and Business Processes across time zones. Due to its skilled manpower, cost. y. Nat. advantage, and appropriate infrastructure, Refugees Dreams will be in a good position to attract. sit. organizations that need to outsource their data entry jobs and would like to contribute and support. er. io. the dreams of refugees living in Mae La.. al. n. iv n C Mae La Camp is located just one hour from area of Mae Sot, which is one of the most h the e nurban gchi U. dynamic cities of Thailand. Refugees Dreams typifies the best of the core evaluation criteria that companies look to optimize when requesting data entry services: cost control, quality, risk and fulfillment of their social responsibility by impacting the lives of poor and disadvantaged refugees.. Creating data entry jobs at the Camp level will also drive business opportunities for computer training centers of communal organizations and schools of the camp. It will also enhance livelihood opportunities for refugees, which is one of the goals of humanitarian organizations working in the camp. Business Process Outsourcing (BPO) has been a very prominent model of new chances, and a business model for rural areas of developing countries, thus why not make it happen in the camp.. 4.3.4 Threats 25.

(36) The resettlement program that has been running since 2005 and which has been the only durable solution available for Burmese refugees. However, most of the educated and skilled refugees have chose, or were chosen to leave. According to the same report of TBBC, in early impact assessments it soon became apparent that at least 75% of the most skilled refugees would leave, and NGOs were forced to reorient and strengthen training programs to find replacements. The fact that services have not collapsed is due in combination to the resilience of the strong community structures and the willingness of NGOs to respond to the new challenges.. The employment of unregistered and categorized as new arrival refugees will be crucial to survival, and to prevent suffering in terms of the quality of Refugees Dreams services. Refugees Dreams will carefully plan its personnel, as expressed before, focusing on the most vulnerable among the vulnerable and those that are the unregistered refugees will be prioritized. Refugees’ Dreams will. 政治大 official information about the registration situation of potential employees. They have to be the ones 立 with fewer opportunities in the camp and they are the unregistered, the ones that do not have a look for the support of the United Nations High Commissioner for Refugees to have access to. ‧ 國. 學. Refugee Card and that most of the time have no ration of food, shelter and clothing aid.. ‧. Refugee Dreams will enjoy a first-mover advantage in the humanitarian impact BPO market of. y. Nat. Thailand. However additional competitors may enter into the market. Therefore, many of our. n. al Porter’s Five Forces Analysis. er. io. 4.4.. Ch. sit. programs will have to be designed to build customer loyalty.. engchi. i Un. v. 4.4.1. Bargaining Power of Suppliers There are many suppliers in the industry, especially the private companies in India but with higher prices. India is the supplier of approximately 51% of global sourcing which could be valued at as much as US $285 billion in the year 2020. There is also a small group and not well recognized social impact suppliers.. 4.4.2. Barrier to Entry. 26.

(37) Information and Communication Technologies are been used for the betterment of rural communities and there are no barriers to use it at the camp. No entry barriers implemented by the governments, and no licenses and requirements and the fixed cost doesn’t represent a barrier. 4.4.3. Bargaining Power of Buyers Data entry has become one of the fastest growing trends in the Business Processes Industry. Outsourcing data entry services has converted a common practice among the worldwide organizations. The U.S. market is expected to grow at a five-year CAGR of 4.7%, reaching $94.7 billion in 2014. Customers usually buy in big quantities of hours of services. 4.4.4. Rivalry between Competitors. 政治大 There is no disadvantage in choosing 立a service from one country comparative to another. Data Entry. ‧ 國. 學. competition relies on availability, costs and quality. Once a service have been provided a couple of times, it is likely that the client will maintain a working relationship with them if quality have been. ‧. io. sit. y. Nat. 4.4.5. Substitutes. er. assured. The data entry industry has only two substitutes:. n. al. . Individuals working from their home. . Not to outsource. Ch. engchi. i Un. v. However, both of them are more expensive than outsourcing to the developing world Table 5: Porter’s Five Forces Analysis Results. Porter Forces. Result. Level of Profitability. New Entrants. Low. High. Bargaining power of. Low. High. Suppliers. 27.