HUMAN RESOURCES REPORT KATOWICE 2010 - Hays · HUMAN RESOURCES REPORT KATOWICE 2010 Prepared for: ... Katowice, a modernisation of ... leader in electronics design

HUMAN RESOURCES REPORT KATOWICE 2010 Prepared for: Katowice City Council Prepared by: Jadwiga Naduk Tomasz Szreder

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Contents

1. INTRODUCTION ................................................................................................................................. 4

2. A BRIEF OVERVIEW OF THE SILESIAN VOIVODESHIP AND METROPOLIS SILESIA............... 6

Silesian Voivodeship ........................................................................................................................... 6

Metropolis Silesia ......................................................................................................................... ……7

3. DEMOGRAPHIC POTENTIAL OF KATOWICE AND METROPOLIS SILESIA ................................ 8

Population............................................................................................................................................ 8

Age structure ....................................................................................................................................... 9

Population density ............................................................................................................................. 10

Migration ............................................................................................................................................ 11

Advantages resulting from demographic analysis............................................................................. 12

4. CAREERS IN KATOWICE - EMPLOYEES................. ..................................................................... 13

Employment in the BPO/SSC sector ................................................................................................. 13

Employment structure........................................................................................................................ 13

Employers’ requirements................................................................................................................... 15

Job satisfaction .................................................................................................................................. 15

Staff fluctuation .................................................................................................................................. 16

Specialisations and employees’ availability....................................................................................... 16

Advantages resulting from the employees’ analysis ......................................................................... 18

5. BUSINESS DEVELOPMENT IN KATOWICE - EMPLOYERS .... .................................................... 18

The economic potential of Katowice and Metropolis Silesia ............................................................. 19

Dynamics of new company formation ............................................................................................... 20

The largest employers ....................................................................................................................... 20

Salaries in the BPO/SSC sector of Metropolis Silesia ...................................................................... 21

Comparison of average salaries........................................................................................................ 21

Popular fringe-benefits ...................................................................................................................... 22

Opinions of employers about the employees .................................................................................... 23

Advantages resulting from the employers’ analysis .......................................................................... 23

6. EDUCATIONAL DIVERSITY – STUDENTS, GRADUATES AND TERTIARY EDUCATION INSTITUTIONS...................................................................................................................................... 23

Tertiary education institutions in Metropolis Silesia........................................................................... 24

Tertiary schools’ rankings.................................................................................................................. 25

Faculties ............................................................................................................................................ 26

Language skills .................................................................................................................................. 29

International mobility of students ....................................................................................................... 30

Expectations held of employers......................................................................................................... 31

Advantages resulting from educational diversity ............................................................................... 32

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IN-SERVICE TRAINING........................................................................................................................ 32

Postgraduate studies......................................................................................................................... 32

Certificates......................................................................................................................................... 34

Training market.................................................................................................................................. 35

Advantages resulting from the analysis of in-service training offer ................................................... 36

8. SEEKING EMPLOYEES – EMPLOYMENT AGENCY SERVICES I N KATOWICE ........................ 36

Projects of the Poviat Employment Office in Katowice ..................................................................... 36

Projects of the Voivodeship Employment Office in Katowice............................................................ 37

Employment fairs in Katowice and Metropolis Silesia ....................................................................... 38

9. IMPROVING EMPLOYMENT OPPORTUNITIES: THE UNEMPLOY ED......................................... 40

Unemployment – a quantitative analysis........................................................................................... 40

Unemployment – a qualitative analysis ............................................................................................. 41

Active and passive measures of the labour market........................................................................... 43

Advantages resulting from the analysis of improving employment opportunities ............................. 45

10. IMPROVED QUALITY OF LIFE IN KATOWICE ........... ................................................................. 46

Quality of Life Rankings Published by Polish Weeklies .................................................................... 46

Leisure time offer............................................................................................................................... 47

Charts 26-32. Access to cultural institutions in Katowice, Metropolis Silesia and Poland (own sources based on GUS, figures per 1000 inhabitants) ..................................................................... 48

Strategic quality of life improvement projects in Katowice ................................................................ 50

Advantages resulting from the analysis of the improvement of life quality initiatives........................ 51

11. UNIQUE NATURE OF POLISH JOB MARKET ............. ................................................................ 52

The establishment of an employment relationship and the types of agreement applied under Polish labour law. ......................................................................................................................................... 52

Rights and duties of employees and employers................................................................................ 53

Regulations of the Labour Code regarding the number of days which are officially free from work. 55

Flexible forms of work........................................................................................................................ 55

KATOWICE CITY COUNCIL – CONTACT FOR INVESTORS...... ...................................................... 57

ATTACHMENTS ........................................ ........................................................................................... 58

Attachment 1. List of BPO/SSC businesses operating within Metropolis Silesia.............................. 58

Attachment 2. List of Academic Career Centres operating in Metropolis Silesia.............................. 59

Attachment 3. Selected revitalization projects implemented in Metropolis Silesia cities. ................. 60

Attachment 4. Questionnaire used for e-survey of students ............................................................. 62

Attachment 5. Questionnaire used for e-survey of BPO/SSC centres’ employees........................... 64

LIST OF REFERENCES ....................................................................................................................... 66

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1. INTRODUCTION

This report has been commissioned from HAYS Poland by the Council of the City of Katowice. It is addressed to investors from the BPO/SSC sector, and aims to present and analyse information which could have an impact on their decisions to set up businesses in Katowice and the Silesian metropolitan area (called Metropolis Silesia). The report focuses on an extensive analysis of human resources potential, as well as actions and projects which increase their value. It provides answers to the questions which are most frequently asked by investors, and defines the key areas which affect decisions on where to locate investment. The report is based on data made available by the Central Statistical Office, the County Employment Office in Katowice and the Voivodeship Employment Office in Katowice, as well as public and private colleges and universities located in Metropolis Silesia. In addition, a survey was held among a sample of students and current employees of BPO/SSC centres, followed by in-depth interviews with the managers of these centres. The following advantages of Metropolis Silesia have been established on the basis of the data collected:

• Almost 2 million inhabitants, the largest urbanised area in Poland; • Low demographic burden per 100 people of working age, which assures stability of

the demographic structure; • A high quality of life, which is reflected not only in the opinions of inhabitants, but also

in the prepared rankings based on the accessibility of services such as healthcare, public transportation, etc., thanks to which the Metropolitan Area is also becoming increasingly attractive to foreigners;

• A large number of people with experience in the BPO/SCC sector (currently 35 centres which employ more than 6,000 staff) – mostly young, well-educated persons who are willing to continue to improve their qualifications;

• The Silesian Voivodeship is one of the best developed economically in Poland (ranking 1st in terms of goods sold, 2nd in terms of investments, and 2nd in terms of GDP);

• Employment fluctuation is below average because of the unique work attitude, tradition and local family conditions of the inhabitants of Metropolis Silesia;

• 41 colleges and universities which are highly assessed both in the rankings prepared by the press and those prepared by the Ministry of Science and Higher Education;

• 135,000 students and 30,000 graduates per year, of whom 8,000 are graduates in economic faculties, 1,200 in IT, and over 500 people graduating from linguistic faculties;

• Almost 100% of students in Metropolis Silesia declare a knowledge of English; • In (or near) the Metropolitan Area, it is possible to get LCCI certificates, accreditation

by the Project Management Polska Association, and the ACCA accreditation; • There is an extensive and differentiated range of postgraduate courses on offer, even

with regard to price, including courses equivalent to MBA courses;

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• Employment Offices located in the Metropolitan Area conduct innovative projects leading to occupational activation, using EU funding to a large extent; as a result, the pool of available employees is growing;

• Many employment agencies operate in the market, and almost every college or university has a careers office; as a result, reaching appropriate candidates is quite easy;

• Quite often there are university graduates among the unemployed, so they can easily adapt to work in the BPO/SCC sector. Moreover, the unemployed sector is dominated by those who are unemployed for a short time only, thereby remaining employable;

• Katowice City Council has been investing large amounts of money to improve the quality of life in the Metropolitan Area, including through revitalisation of the centre of Katowice, a modernisation of tram lines and a reconstruction of the railway station in Katowice;

• All the managers of already existing BPS/SCC centres who were approached were satisfied with the employees whom they managed to recruit within the Metropolitan Area.

• The Silesia Metropolitan Area has an amazing amount to offer in terms of cultural institutions such as cinemas, theatres and museums, leisure areas and sports facilities.

We would like to extend our special thanks to everyone who, in any way, contributed to the preparation of this report – especially to those who agreed to complete the questionnaires, which were required for the preparation of the sub-sections on employees and students.

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2. A BRIEF OVERVIEW OF THE SILESIAN VOIVODESHIP AND METROPOLIS SILESIA

Silesian Voivodeship

The Silesian Voivodeship ranks second in Poland terms of population. It has 4.6 million inhabitants. It also has the largest population density – 377 inhabitants per square kilometre, and the highest level of urbanisation: 78.4%.

Until recently, almost everyone in Europe associated the Silesian Voivodeship mainly with heavy industry. Nowadays, the situation is changing significantly. Traditional heavy industries are being ousted by technologically advanced industries, in particular automotive industry. FIAT, General Motors and Isuzu have all got manufacturing plants here.

An increasingly important role is also being played by the advanced technologies sector, represented among others by Rockwell Automation (a world leading supplier of industrial automation solutions, drive systems and IT systems integration). In 2006 a software development centre was set up by the company within the Katowice Special Economic Zone. Meteor Graphics Corporation is another stakeholder within advanced technologies – a world leader in electronics design. The second biggest research and development centre belonging to the company (the largest one is based in the USA) is located in Katowice.

All the above-mentioned businesses are located in the Special Economic Zone (Katowice Special Economic Zone – KSEZ) which was established in 1996. The Zone was established initially for 20 years (until 2016), but in 2008 its duration was extended to the end of 2020. Apart from the above-mentioned big businesses, the Zone also hosts a number of smaller businesses operating in industry as well as services. According to the records available at the end of 2010, 210 businesses were registered within the Zone.

Construction is also a successfully developing branch of industry within the region. The added value of the sector in the Silesian Voivodeship rose by 70% between 2002 and 2008, with the voivodeship average amounting to 52%. Hosted industry also recorded an increase of 72%, followed by financial agency services (66%), real estate management and business management (57%). The BPO/SSC sector has also been developing dynamically; in 2010 almost 6,000 people were employed in 35 companies located within Metropolis Silesia.

Changes in economic structure are reflected by the fact that the biggest share of gross added value is that of the services sector while that of the industrial sector s decreasing.

The Silesian Voivodeship is among the best regions of Poland in terms of their economic development. It accounted for 13.0% of GNP in 2008, ranking second in Poland, and the GDP per inhabitant exceeded the national average by 7%.

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Metropolis Silesia

The centre of the voivodeship is constituted by the recently established Metropolis Silesia. This is an inter-municipality association of 14 towns within counties located in Upper Silesia and Zagłębie Dąbrowskie: Katowice, Sosnowiec, Gliwice, Zabrze, Bytom, Ruda Śląska, Tychy, Dąbrowa Górnicza, Chorzów, Jaworzno, Mysłowice, Siemianowice Śląskie, Piekary Śląskie, as well as Świętochłowice. The total number of inhabitants of these 14 towns was 1,961,225 people in 2009, of whom 308,548 lived in Katowice.

The first initiatives to merge the towns from this region appeared as early as in the inter-war years and later in the

1990s. The main driving force was the willingness to effectively manage and strengthen the weaker areas of the agglomeration. The idea gained a more practical dimension at the beginning of 2006, when the mayors of the 14 towns signed a declaration on the establishment of the Metropolitan Association of Upper Silesia, which was registered by the Ministry of the Interior and Administration on 8 June 2007, while activities started on 20 September 2007 when the Association’s first authorities were selected. In 2010, its chairperson was still Piotr Uszok, the mayor of Katowice.

The main objective of the Metropolitan Association of Upper Silesia is to create a rapidly developing large city centre, which is capable of competing effectively with other metropolitan centres in Poland and Europe. This objective is being implemented through numerous initiatives which have the objective of increasing cooperation between the towns in the region. This will lead to even better utilisation of the social and economic potential of the towns in Metropolis Silesia.

Metropolis Silesia is the largest urban area in Poland, and it is becoming increasingly integrated. The towns of Metropolia, just as with the whole of the voivodeship, are also changing their appearance – from industrial towns to towns providing modern services, and aiming to succeed (and achieving success) in attracting investments from the BPO/SCC, as well as R&D sectors. In order to do this, the towns are not only investing in infrastructure, but are also undertaking extensive promotional campaigns, e.g. they regularly participate in business meetings organised by Polish diplomatic offices and commercial attachés abroad, they take part in the largest exhibitions for investors, and they support regular events organised in the towns, which are addressed to investors and business, including the European Economic Congress, with the participation of approx. 3,000 visitors, as well as holding promotional campaigns in international media, including television through CNN. Additionally, these towns ensure that investors obtain the most detailed information on the investment potential of Metropolis Silesia, an example of which is this report.

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3. DEMOGRAPHIC POTENTIAL OF KATOWICE AND METROPOLIS SILESIA

The demographic potential for BPO/SSC investment location is the relevant number of people available in the market who could meet the company’s requirements for the future. The measurement of this potential is usually made on the basis of statistical data such as: population in specific group categories, density, natural increase and migration balance. In this section, we shall present the data for Katowice, Metropolis Silesia, the Silesia Conurbation and the Silesian Voivodeship as compared with other large Polish cities.

Population At present, Metropolis Silesia is inhabited by 1,961,225 people, of which 308,548 live in Katowice (GUS – Central Statistical Office 2009). Currently, this is the largest urbanized area in Poland (the precise information on population size by city of the Metropolitan Area is presented in Table 1).

Poland, similarly to other EU member states, is facing the issue of the ageing society. The demographic dependency ratio, i.e. the population of post-working age people as against 100 people of working age, calculated by GUS (Central Statistical Office, CSO) serves as a good illustration of this problem. In Poland, the ratio increased from 24.2 in 2002 to 25.6 in 2009, and is much higher in the big cities (e.g. in 2009 the ratio for Warsaw was 32.3, and for Łódź as much as 32.8). However, this is not entirely the case for the cities of Metropolis Silesia, as those cities take high positions in the “young cities” rankings (e.g. Mysłowice, Dąbrowa Górnicza and Ruda Śląska record lower demographic dependency ratios than the average ratio for Poland). The ratio for the entire Metropolis is only 25.86, which is the lowest result among the largest agglomerations in Poland (see Chart 1, source: own analysis based on GUS data, 2009).

Table 1. Population in Metropolis Silesia cities in 2009 (source: GUS – Central Statistical Office) City: Populatio n: Katowice 308 548

Sosnowiec 219 300

Gliwice 196 167

Zabrze 187 674

Bytom 182 749

Ruda Śląska 143 394

Tychy 129 449

Dąbrowa Górnicza 127 686

Chorzów 113 007

Jaworzno 95 036

Mysłowice 74 893

Siemianowice Śląskie 70 712

Piekary Śląskie 58 519

Świętochłowice 54 091

Suma: 1 961 225

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The total fertility rate is another characteristic to be considered as far as the population and population issues are concerned. The rate indicates the average number of children born to women living in a particular area. Metropolis Silesia is, in that respect, a positive example as compared with other Polish cities. According to the statistics from GUS (CSO), in 2009 the Silesian rate was 1.31 which was just slightly below the national average of 1.39. The lowest rate was recorded in Tri-City (Trójmiasto). It needs to be noted, however, that the fertility rate calculated for Poland as a whole is based on data that includes rural communities where the rate is significantly higher than in the cities.

Age structure The age structure in Katowice and the Silesian Metropolitan Area is generally similar to the structure in other Polish cities (see Chart 2). The population of pre-working age people (under 15 years of age) is 13% of the inhabitants, whereas the population that is of working age (15-60 years of age for women, and 15-64 years of age for men) and post-working age is 69% and 18% of all the inhabitants respectively. From the time profile perspective, the ageing of the population is evident. At present, however, the entire Metropolis as well as individual cities has sufficient human resources to meet employers’ needs. This is demonstrated by the large number of people at the age of highest occupational mobility (i.e. 20-44 years of age). Such persons constitute 53% of the working age population in Katowice, the Metropolis and the Conurbation. A similar situation is observed in other large Polish cities, e.g. Łódź - 53%, Szczecin and Tri-City - 55%.

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Chart 2. Population by age groups (own sources base d on GUS 2009 records)

0

500 000

1 000 000

1 500 000

Pre-working age 37 176 253 325

Working age 208 762 1 356 961

Post-working age 62 610 350 939

Mobility 111 582 728 442

Katowice "Silesia" Metropolis

Population density At present, the Silesian Voivodeship has the highest population density in Poland with as many as 377 individuals per square kilometre (GUS, 2007), which is three times higher than the Polish average of 122 individuals per square kilometre (see Chart 4).

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Chart 4. Average population density, person / sq km (source: GUS, 2009)

Metropolis Silesia is also one of the most densely populated regions of Poland.

The average population density in the cities of the Metropolis is 1,610 persons per square kilometre (GUS, 2009), which is far more than the average recorded for the Silesian Voivodeship or Poland as a whole. The agglomeration also includes Świętochłowice which is the city with the highest population density in Poland (an average of 4,064 persons per square kilometre).Nonetheless, the Metropolis is not homogeneous – in Jaworzno, for instance, the population density is merely 632 persons per square kilometre (Chart 2), as compared to 3,315 and 2,310 persons per square kilometre in Warsaw and Cracow, respectively.

Migration

Migration is (next to natural increase), the cause of the greatest variations in numbers of people living in a particular region. Two kinds of migration can be distinguished: internal, i.e. within a country, and international. In the case of the Silesian Voivodeship, international migration is of particular importance. The number of arrivals seeking permanent residence has been increasing constantly since 2004. In 2009 alone, 2,715 persons from abroad came

Table 2. Population density - one person/ sq km in the cities of Metropolis Silesia (source: GUS, 2009)

Bytom 2632 Piekary Śląskie 1464

Chorzów 3400 Ruda Śląska 1845

Dąbrowa Górnicza

677 Siemianowice Śląskie

2773

Gliwice 1465 Sosnowiec 2408

Jaworzno 623 Świętochłowice 4064

Katowice 1874 Tychy 1582

Mysłowice 1141 Zabrze 2334

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to settle in the Silesian Voivodeship (GUS, 2009). The vast majority of the expatriates (89%) came from other parts of Europe, but there were also 129 individuals who arrived from North

America. The rate of international

migration has also increased. When the foreign labour market opened for Poles in 2006, the number of

departures exceeded the number of arrivals by 8,251; but in 2009 the difference

significantly decreased to only

1,693 persons. This trend is even greater for Metropolis Silesia taken on its own, the difference in 2009 being 1,048. The Silesian Voivodeship is also characterised by an exceptionally high internal migration rate. The data issued by GUS indicates that 34,552 people changed their place of residence within the voivodeship in 2009. On the one hand, this illustrates a highly mobile population, and, on the other hand, people’s attachment to the region. Due to the significant density of cities in the region of Silesia, internal migration can be considered only on an inter-voivodeship level. From this perspective, the balance in the Silesian Voivodeship is negative, yet it has evidently improved as compared with 2004, when 12,500 departures from the Voivodeship were recorded. In 2009, the departures amounted to slightly over 11,000 – a decrease of 12%.

Advantages resulting from demographic analysis Metropolis Silesia, including Katowice, is a region of great demographic potential. This is confirmed most of all by its low demographic dependency ratio and high fertility rate. The figures illustrating these two factors indicate that the region is coping better with the issues of an ageing population than other big cities in Poland. Moreover, the Silesia Metropolitan Area is the largest urbanized area in Poland. The fourteen cities which constitute the Area are inhabited by a population of nearly 2 million, with the population density reaching 1,610 individuals per square kilometre. This figure demonstrates a very high degree of urbanization. In addition, the large number of people arriving from abroad further extends the current pool of human resources to include people who know at least one foreign language, and are often highly-qualified specialists, which is so important for the BPO/SSC sector.

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4. CAREERS IN KATOWICE - EMPLOYEES Availability of suitable employees is critical for location of BPO/SSC sector investments. Many prospective employees may be solicited from among higher school graduates, whose availability will be described in section 6. That section focuses on the availability of employees who are experienced in their jobs, in particular with practice gained from working for other enterprises in the BPO/SSC sector. We will further consider the profile of BPO/SSC employees and the employment structure prevailing in this sector, as well as the economy of the Silesian Voivodeship taken as a whole.

Employment in the BPO/SSC sector In 2010 there were nearly 6,000 people employed in the BPO/SSC sector in Metropolis Silesia, with 4,500 in Katowice and other employees in such other cities of the Metropolis as Dąbrowa Górnicza, Gliwice and Chorzów (data obtained from Katowice City Hall and centres’ websites). The full list of businesses operating in the sector is provided in Attachment 1. The Association of Business Service Leaders (ABSL) estimates that, at the end of 2010, the sector employed about 40,000 people. According to its forecast, within a few years this number may increase to 70,000. The ABSL’s specialists agree that there are two trends that will dominate the Polish BPO/SSC sector in the immediate future: the need of more advanced processes such as market research or business analysis, and the provision of services to state institutions. The same trends have been prevailing for several years in the USA and European Union member states, and the value of services rendered to such clients rose threefold in 2008. Another trend noted by the Polish Information and Foreign Investment Agency is an increased focus by foreign investors on cities that were not considered as potential locations for service centres between 2000 and 2002, i.e. at the time when such investment came to Poland for the first time. This translates into less investment in mature markets such as Krakow or Warsaw which, due to the number of businesses operating within the sector, are no longer competitive. The trend will create opportunities for economically well developed cities, the markets of which are not yet saturated with BPO/SSC investment, e.g. the cities constituting Metropolis Silesia.

Employment structure

The employment structure in Metropolis Silesia differs from the employment structures of the majority of big Polish cities. The difference is demonstrated by a quite significant 39% share of those employed in the industry (GUS, 2009). In the remaining big cities, such as Warsaw, Poznań, Krakow or Wrocław, this share usually remains below 25%. The structure is derived from the industrial background of Silesia and the large number of factories in that region. In fact, the proportion of employment in services may be slightly higher, as the Central Statistical Office does not take into account those units that employ fewer than 10 people – and these are mainly service-providing entities. While analysing the share of those employed in particular sectors of the Silesia Metropolitan Area within a certain period of time, one can

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see that the most recent 5 years have not brought any significant changes. The only noticeable change refers to a 2% increase in those employed in services, and a 2% decrease in those employed in industry at the same time (see Chart 6).

A large number of people employed in services deal with trade and vehicle repair as well as education services. The data from the Voivodeship Employment Council confirms that demand for sales assistants remains stable, with 2,579 sales assistants’ jobs being offered in the first half-year of 2010, i.e. more than 1,000 more than in the corresponding period in 2009. A significant percentage of population also works in transport and logistics related services. This confirms the role of the Silesian Voivodeship and Metropolis Silesia as an important hub. Also, a well developed processing industry has contributed to a situation such that the final products must be stored somewhere and dispatched to recipients (for more data see Chart 7).

Apart from a few exceptions, the employment structure in the Silesian services sector does not differ significantly from that of Lesser Poland (Malopolskie Voivodeship), Greater Poland (Wielkopolskie Voivodeship), Lower Silesia, or Mazovia. In Greater Poland, the share of those employed in trade is 3% higher, in Lesser Poland the share of those employed in administration is 2% higher, and in Mazovia the share of those employed in information and communication businesses and professional businesses is 3% higher).

2005 2009

Chart 6. Employment share by specific economic sect ors in Metropolis Silesia (source: GUS)

Chart 7. Employment in services in the Silesia Voivodeship by Polish Classification of Activity 20 07 (source: GUS, 2009)

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Employers’ requirements In November 2010, HAYS Poland employees conducted interviews with Human Resources managers and officers responsible for personnel recruitment in companies operating in the BPO/SSC sector of Metropolis Silesia. The collected information shows that the following key requirements are expected from potential employees:

• ability to apply knowledge acquired in practice and relevant experience to the tasks to be performed at a given location;

• knowledge of at least two foreign languages (including English), with emphasis on such less usual languages as: Scandinavian languages, Dutch or Japanese;

• basic knowledge of project management methodology; • computer literacy in MS Excel, MS Access or SAP; • knowledge of the latest trends and technologies in the sector; • willingness to work in a multicultural environment (including overseas training); • internationally acknowledged certificates confirming acquired skills.

Job satisfaction A survey conducted among more than 300 employees of BPO/SSC companies located in Metropolis Silesia shows that overall job satisfaction is high (59% of respondents submitted a positive response to a question about their overall satisfaction). Staff members are particularly satisfied with their working conditions and supervisors (60% and 72% positive responses). The least satisfactory factor was the salary – only 33% of the respondents were satisfied with their remuneration, and as many as 45% were dissatisfied. Therefore, these survey results give managers of BPO/SSC companies clear guidance as to what should be changed in order to improve employee satisfaction. The distribution of answers to each

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question is presented in Chart 8.

Staff fluctuation In the opinion of the managers of companies from the BPO/SCC sector located in Metropolis Silesia, staff fluctuation in the centres is somewhat lower than the average for this type of business in other Polish towns and cities. The main reason for this state of affairs is that young people from Metropolis Silesia set up families early and, as a result, seek stability and are less inclined to want changes or relocation. Their attitude to work, which partially stems from Germany, has a positive impact here, as the inhabitants of the Metropolitan Area feel more attached to their employers, they care for the success of their business, and decide to change their jobs less frequently. The managers of the centres also agreed that at the time of the interview (i.e. at the turn of November and December 2010) there were no problems with finding appropriately qualified workers, especially for centres requiring technical knowledge. This is certainly a result of the industrial past of the Silesian Voivodeship, which required technical skills and education from people in order for them to get a job in industry.

Specialisations and employees’ availability

In 2010, there were more than 35 companies that provided services in the BPO/SSC and R&D sectors in Metropolis Silesia. As far the type of services is concerned, those companies may be classified into five categories:

• Research and development • Finance and accounting • IT Support • Call Centres • Other services (including HR and logistics)

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The above chart shows employment volumes by type of centre. About one third of the people employed in the sector perform services related to IT support. The companies operating in this sector include, among others, Capgemini Poland that employs more than 900 people in its IT support-related processes division. In addition, the division that supports other business processes, including customer services and accounting, will also be transferred to Katowice. The said division employs more than 200 people. In total, the centre provides employment for more than 1,110 people, and is one of the biggest centres in Poland.

Another significant project in this sector within Metropolis Silesia is the Shared Services Centre (SSC) that supports Vattenfall. The centre took over the information technology processes, including Service Desks for all IT systems’ users, and maintenance and administration of the data centre and network within Poland. In addition, a financial and accounting centre employing 150 people was set up in Gliwice. PriceWaterhouseCoopers has also located its accounting centre in Katowice. In 2010, the centre employed about 60 people who performed their tasks mainly in Eastern and Central European languages. It is planned that expansion of the centre’s operations will increase employment to approximately 250 people.

Another company that has decided to locate one of its divisions in Metropolis Silesia is ArcelorMittal. The centre had been launched in Dąbrowa Górnicza, and then it took over the accounting departments in all European countries. There are more than 210 accountants who communicate in between ten and twenty languages. At present, the trend is to transfer more advanced processes to the centre, such as audit or control.

There is also a book-keeping outsourcing centre for Wipro Poland, located in Dąbrowa Górnicza. The centre has about 140 employees with experience in book-keeping, human resources and payroll who use such foreign languages as English, French, German, Dutch and Spanish (selected PBO/SSC sector companies in Metropolis Silesia are presented in Table 3).

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Advantages resulting from the employees’ analysis

The Silesia Metropolitan Area is the location of more than 35 companies from the BPO/SSC sector which employ more than 6,000 people. With such a level of employment in the sector, new investors have an opportunity to employ experienced professionals here, which eliminates the need to relocate specialists from other markets and enables them to avoid additional costs. Moreover, the potential of the sector attracts young people who can plan their studies or additional training in order to get a job at a service centre.

5. BUSINESS DEVELOPMENT IN KATOWICE - EMPLOYERS One of the important criteria taken into account when choosing the place of conducting business is the level of economic development of the given region, measured by such factors as the number of companies which are already operating in the given area, equally in the BPO/SCC sector, as well as in the others. A number of statistical quantities describing the activities of these enterprises are also important, including the level of current assets or the value of investments. Even so, the level of salaries is vital, as it directly translates into the subsequent operational costs. It is also not possible to forget that the employees’ remuneration is not only their salary, but also fringe benefits, which are discussed further below.

Table 3. Selected BPO/SSC sector companies in Metropolis Silesia (source: UM Katowice 2010) Company name Centre type Headcount

Rockwell Automation B&R, IT Support, Finance 350

CapGemini Finance, IT Support more than 1100

Wipro Finance 140

Arcelor Mittal ESSC Finance 210

PwC SSC Finance more than 60 (250 planned)

Vattenfall Poland Finance more than 150

Pregis Finance more than 100

Grant Thornton International Finance 240

Alba Finance 50

Steria IT Support more than 150

ING Poland Financial customer service 60

Ista Shared Services Finance 550

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The economic potential of Katowice and Metropolis S ilesia More than 193,000 business entities with their registered offices in Metropolis Silesia were listed in REGON statistical database in 2009. Their structure, according to the Polish Classification of Activities, is presented in Chart 10 (the sections whose share of the total number of companies was smaller than one percent were ignored – with the exception of mining and quarrying, which is still an important sector for Metropolis).

An especially large number of companies conduct business related to sales and construction – this is a clear sign which suggests that the economy of Metropolis Silesia is transforming from an economy based mainly on industry to a service-based economy. Almost 2000 companies with foreign capital, employing more than 157,000 people, operated on the territory of the Silesian Voivodeship in 2008. This gave it fourth place in Poland, equally in terms of the number of enterprises and the number of people employed by them. There were more such companies than, for instance, in the Łódź, Lesser Poland or Pomeranian Voivodeships.

Likewise, in terms of production sold (i.e. the value of products sold by entities conducting industrial, construction and assembly, transport and other activities), Metropolis Silesia occupies a leading position in Poland. In 2008, this production amounted to over 85 billion PLN and was the highest in Poland. In terms of per capita production, Metropolis Silesia occupied fourth place among the large Polish cities. It is also worth pointing out that this index is far higher in the towns making up Metropolis Silesia, reaching more than 77,000 PLN in Gliwice (i.e. three and a half times the average for Poland of 22,000 PLN). Companies from Metropolis Silesia are also leaders in terms of capital expenditure. In 2008, they spent more than 9 billion PLN per project, occupying second place among the Polish cities – just behind Warsaw. However, if only funds invested by industrial enterprises were to be taken into consideration, Metropolis Silesia moves into the first place. The value of current assets held by enterprises from the Silesian Voivodeship was 86 billion PLN in the first half of 2010, which gave it second place among the remaining voivodeships.

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Dynamics of new companies formation In Metropolis Silesia, more than 16,500 new companies were registered in 2009. This quantity was only larger in Warsaw. The largest number of newly-established companies was in the trade sector, constituting approximately one third of all registered entities. The number of de-registered enterprises was also large, which is a typical phenomenon of a change in the profile of business activities, which is taking place in Metropolis Silesia. New, innovative companies are being established, while the old and unprofitable industrial enterprises are declaring bankruptcy – they are unable to adapt to the existing market conditions.

The largest employers

The largest employers in Metropolis Silesia are still industrial enterprises, primarily related to bituminous coal mining, such as Kompania Węglowa SA and Katowicki Holding Węglowy SA. Table 4 presents the companies from the ‘Polityka’ weekly’s list of the 500 largest Polish companies, which employ more than 1,000 people and have their registered offices in Metropolis Silesia. Apart from the enterprises already mentioned, which are involved in coal mining, the list also includes construction companies, machinery manufacturing companies, as well as companies operating in the automotive and furniture industries. Katowice’s central role in Metropolis Silesia is demonstrated by the fact that 8 out of 11 of the largest companies are based there. The largest employers not taken account of by the ‘Polityka’ weekly also include ArcelorMittal Poland S.A. – with approximately 10,000 staff employed in Katowice and Dąbrowa Górnicza, General Motors Poland (formerly Opel) in Gliwice with approximately 3,500 employees 2009, and FIAT Auto Poland in Bielsko-Biała with its manufacturing plant in Tychy which employed approximately 6,000 people in 2009.

Table 4. Selected businesses from Metropolis Silesi a employing more than 1000 people (source: www.lista500.polityka.pl) Name Town Sector Headcount

Kompania W ęglowa SA Katowice commodities and fuels 63,656

Tauron Group Katowice energy and heating 28,839

Katowicki Holding W ęglowy SA Katowice commodities and fuels 20,467

GK Kopex SA Katowice machine industry 6,387 GK Farmacol SA Katowice pharmaceuticals

and cosmetics 4,078

Magneti Marelli Group in Poland

Sosnowiec automotive industry 3,581

Grupa Famur SA Katowice machine industry 2,848

GK Mostostal Zabrze-Holding SA

Zabrze construction 2,128

GK Elektrobudowa SA Katowice construction 1,921

Koksownia Przyja źń Sp. z o.o. Dąbrowa Górnicza commodities and fuels 1,743

Katowickie Przedsi ębiorstwo Meblowe Agata SA

Katowice wood and paper industry 1,008

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Salaries in the BPO/SSC sector of Metropolis Silesi a

Salaries in the BPO/SSC sector depend on both the position held and an employee’s command of foreign languages. The average salaries by post for a person who can speak English only are presented in Table 5. The rates have been established by HAYS Poland consultants, and are based on recruitment interviews. If an employee speaks an additional foreign language, his salary is appropriately higher, depending on how popular that language is (e.g. people additionally speaking French, German, Spanish or Italian receive an average of 120% of the salary of a person who only speaks English). The second, less popular group includes the remaining European languages, apart from the Scandinavian languages, e.g. Dutch, Portuguese, Greek, Croatian, Romanian, Slovenian, Slovakian, Czech, Latvian, Bulgarian, Estonian and Hungarian. People who can speak these languages earn an average of 1.5 times more. The languages most sought by employers in Metropolis Silesia are the Scandinavian languages. Employees speaking these languages receive a salary which is twice as high as their colleagues who only speak English. The summary of this data is contained in Table 6. It should obviously be pointed out that the multiple of the salary in the given company depends largely on the countries from which the company’s main customers are from.

Comparison of average salaries Chart 2 presents the average monthly salaries in 2009 for Metropolis Silesia and selected Polish cities; the data has been taken from the Central Statistical Office (GUS). The value for Metropolis Silesia is the average of the average monthly salaries in the individual towns forming the Metropolis, weighted by the number of people working in the given towns. The data in the chart clearly shows that the salaries in Metropolis Silesia were at a very

Table 5. Gross salaries by position in the BPO/SSC sector in Metropolis Silesia in PLN (source: HAYS Poland’s da ta)

Monthly salary Position Minimum Maximum

Junior Accountant 2000 2500 Accountant 3000 5000 Team Leader 7000 11000 Junior IT Support Specialist 2400 2700 IT Support Specialist 3300 3800

Table 6. Multiples of salaries by knowledge of fore ign languages in the BPO/SSC sector in Metropolis Siles ia in PLN (source: HAYS Poland’s data) Knowledge of foreign languages Multiple of the

salary English 1x French, German, Spanish or Italian 1.2x Dutch, Portuguese, Greek, Croatian, Romanian, Slovenian, Slovakian, Czech, Latvian, Bulgarian, Estonian, Hungarian

1.5x

Danish, Finnish, Norwegian, Swedish 2x

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competitive level, which makes this region a very attractive place for investments. A further factor can be the very large differences in the level of salaries between the towns making up the Metropolis. The difference between the lowest monthly salary (Świętochłowice) and the highest (Katowice) is almost 1,900 PLN. This situation, the high level of mobility of the inhabitants of the region, and the good transport system enabling efficient travel between towns means that it is possible to take advantage of both the benefits of low costs of employment and the availability of qualified employees.

Popular fringe-benefits It was possible to identify the most popular non-salary solutions offered by companies from the BPO/SSC sector operating in Metropolis Silesia on the basis of the interviews with the managers of these companies. These are additional healthcare services, training options and mobile telephones. The last of these appears in two versions, whereby the preferences between them are distributed evenly: in the first version, only company calls are reimbursed, while the second also has a certain limit of private calls. The higher the position, the more frequent is the second model. The ability to take advantage of sports activities and life insurance, most frequently in the form of corporate group insurance, are slightly less popular. A small number of companies also offer the possibility to use a canteen. The use of some or all of these solutions makes it possible to set a very flexible and unique remuneration policy based not only on the basic salary but also on various non-salary solutions. In consequence, such a company will differentiate itself from other similar companies. This will help increase the chances of retaining key employees and reducing overall staff fluctuation.

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Opinions of employers about the employees All managers interviewed were satisfied with the employees employed by their companies. A possibility to identify properly qualified human resources was indicated as the key argument for establishing a given centre at a given location. Technical skills and knowledge of a given domain were very much appreciated by the managers along with the attitude to work manifested by the inhabitants of Silesia, which helped the employees adjust easily to the changing employment conditions. The industrial history of the Silesian Voivodeship also mattered; the inhabitants were used to big businesses, this is why they have no difficulties to adjust to working in BPO/SSC centres.

A lack of practical skills was a missing feature which was often mentioned by the managers interviewed, especially when they talked about college and university graduates. However, some improvement can even be seen here, as colleges and universities are trying to modify their curricula to tailor them to market needs, which was observed by the participants of the opinion poll. A need is evident for qualified human resources who demonstrate a competence of rarely known foreign languages, such as Dutch and Scandinavian. However, a large number of inhabitants makes it easier to find such work force within Metropolis Silesia rather than on the other, smaller markets, even if a percentage of those who know the languages at stake is quite small, which was demonstrated by an opinion poll among students, the result of which are presented in Section 6. When asked whether they would decide to locate their centre in this region once again, each of the managers gave a positive answer.

Advantages resulting from the employers’ analysis Metropolis Silesia is one of the best developed regions of Poland in business terms, especially in terms of industry, which can perhaps be evidenced by the high index of production sold. This area has recently been undergoing a transformation, changing its profile from industrial to service-related. This is an opportunity for companies from the BPO/SSC sector which require that their employees have technical knowledge and are used to working in big organisations. The employers also indicated a very positive attitude to work demonstrated by the inhabitants of Metropolis Silesia, which helps them adjust easily to the changing employment conditions. In addition, low costs of employment (especially outside Katowice) are encouraging to locate businesses here. The costs are significantly lower comparing to Warsaw, Poznań or the Tricity metropolitan area.

6. EDUCATIONAL DIVERSITY – STUDENTS, GRADUATES AND TERTIARY EDUCATION INSTITUTIONS Most investors in the BPO/SSC sector claim that the availability of employees with relevant

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qualifications is the key factor of locating a centre on a given market. Such employees may be recruited mainly from graduates with degrees in economics and finance, computer science, and linguistics. Therefore, the number of tertiary education institutions in the region and the level of education being offered are crucial.

Tertiary education institutions in Metropolis Siles ia At present, there are 41 tertiary education institutions operating in Metropolis Silesia, including 10 schools offering education in computer science (computer science and computer science combined with econometrics), 16 with economics faculties (economics, management, finance and accounting), and 6 with language faculties (mostly English studies). There are 19 tertiary schools in Katowice alone (for a complete list of the tertiary schools, see Table 7).

The University of Silesia, the Silesian University of Technology and the University of Economics in Katowice are the biggest and the most important tertiary schools in Metropolis Silesia.

The University of Silesia is one of the biggest universities in Poland; in 2010, more than 32 thousand students were studying there in 12 faculties. The University offers studies in 40 fields and 110 specialties.

The University of Economics is one of the oldest tertiary schools in Upper Silesia and one of the five biggest economic universities in Poland. According to 2010 records – 15 thousand students have been studying there in 4 faculties.

The Silesian University of Technology, located in Gliwice, is the biggest technical university in the region; according to 2010 records – 32 thousand students have been studying there in 12 faculties.

The Silesian tertiary schools have long ago realized how important it was to cooperate with business in order to be successful. This is why numerous schools have opened Academic Career Centres where potential employers can organize workshops, presentations and announce recruitment. In 2010 there were 19 such Centres.

The Silesian University of Technology has even gone a step further to form a Centre for Innovation and Technology Transfer. The Centre’s offer includes a possibility to use the knowledge of experts employed at the University or to use apparatus or technology developed by the University scientists. Everything is possible over the Internet thanks to a browser installed on the university website. Companies can even commission a specific research or form an innovative business within the Gliwice Technopark operating in cooperation with the University.

Table 1. Tertiary schools and faculties in Metropol is Silesia in 2010 (source: schools’ websites) Computer science faculties:

1. Higher School of Information Technologies in Katowice 2. The Silesian University of Technology

3. The University of Silesia 4. Polish Japanese Institute of Information Technology in Bytom 5. Higher School of Mechatronics 6. The University of Economics in Katowice 7. General Ziętek Silesian School of Management in Katowice 8. Wojciech Korfanty Upper Silesia School of Commerce 9. School of Banking and Finance

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Similar opportunities are available at the Centre for Innovation, Technology Transfer and Development run by the University of Silesia Foundation (CITTRFUŚ). Entrepreneurs type relevant keywords into a search engine, and it returns names of researchers who carry out research in a given field (who may serve as experts). The database is a component of the ”University of Silesia Innovative Academic Enterprise” project focused on creating innovation and developing their academic enterprise system.

Tertiary schools’ rankings A high level of the Silesian tertiary schools is reflected in a number of rankings of tertiary schools. In the most prestigious ones published by “Perstpektywy” and “Rzeczpospolita”, in 2010 the Silesian University of Technology took the fifth position in its category, the University of Silesia was the tenth, and the University of Economics was the fifth among all schools of economics – it even had a higher position than the University of Economics in Cracow. Special recognition was given to the conditions for study at the University and the University of Technology, measured by e.g. the number of students per one academic teacher, library accessibility, and the number of students’ organisations. The University of Economics was praised for its international initiatives, which included a great number of courses taught in foreign languages and a great number of students participating in exchange projects. Every five years, the Ministry of Science and Higher Education carries out a classification of academic units, which affects funding allocations for scientific research activities. The latest results were published on 30 September 2010. The first place (and the highest class) for economic sciences was awarded to three departments of the University of Economics:

10. The Silesian Higher School of Computer Science Economic faculties

1. Higher School of Marketing Management and Foreign Languages 2. Wojciech Korfanty Upper Silesia School of Commerce 3. K. Godula Upper Silesia School of Enterprise in Chorzów 4. The Silesian International Business School 5. General Ziętek Silesian School of Management in Katowice 6. The University of Silesia 7. K. Adamiecki University of Economics in Katowice 8. The Humanitas Higher School in Sosnowiec 9. Higher School of Economics and Humanities 10. Higher School of Banking and Finance 11. Higher Business School in Dąbrowa Górnicza 12. Higher Banking School in Poznań, with a branch in Chorzów 13. Higher School of Applied Sciences in Ruda Śląska 14. Higher School of Work Protection Management in Katowice 15. Higher School of Management and Social Sciences in Tychy 16. Higher School of Economics and Administration in Bytom

Language faculties 1. The University of Silesia (English, French, Greek) 2. Higher School of Marketing Management and Foreign Languages in Katowice (English,

German, Spanish) 3. Higher School of Economics and Humanities (English, German) 4. Higher School of Work Protection Management (English) 5. The Humanitas Higher School in Sosnowiec (English) 6. Teacher’s College of Foreign Languages Complex (English, German, French)

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Management, Economics, and Finance and Insurance, and the third class was awarded to the Higher School of Business in Dąbrowa Górnicza and the Department of Organisation and Management at the Silesian University of Technology. The same class, in terms of information sciences, was awarded to the Department of Automatics, Electronics and Computer Science of the Silesian University of Technology. This top classification of the Silesian tertiary schools is a guarantee of excellent and thorough education of those graduating and an indication of high-quality scientific research conducted by the University academics.

Faculties

The academic schools of Metropolis Silesia offer a broad range of faculties. From the BPO/SSC investors’ point of view, the most important are the economy and information technology faculties. The number of students and graduates from the above-mentioned faculties as compared with other important academic centres in Poland are presented in Charts 12-14. Metropolis Silesia is the fourth in Poland in terms of the total number of graduates, the fifth in terms of graduates from economic faculties, and the third as far as computer science faculties are concerned. It should be pointed out that cities with higher numbers of graduates (Warsaw, Cracow or Wrocław) are saturated in terms of SSC/BPO investment, which means that the best students are approached by a large number of competing agents.

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With the growth of services provided by the centres, it is remarkable that language faculties have become increasingly significant. Chart 15 presents the numbers of students and graduates from language faculties at the University of Silesia, which is the largest institution offering this type of education. The most popular is English philology, which reflects the popularity of this language in Poland. The “Social Analysis” survey of 2009 indicates that 18% of Poles claim some knowledge of English. The second most popular language is German – 8.1% of Poles claimed its knowledge in the same survey. A particularly large number of Romance studies’ (French) graduates distinguishes the University of Silesia and the entire Silesian Metropolis as compared with other academic centres. In addition, the English philology students are offered the possibility of choosing a specialisation in Arabic or Chinese, so that they can gain knowledge of two languages that are highly sought by employers.

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Language skills

Chart 16 shows the results of a survey carried out on a sample of 300 students from computer science and economics faculties. The survey was conducted between 9-26 November 2010 by e-mail. The questionnaire concerned has been provided in Attachment 3. Apart from the questions concerning foreign languages competence the respondents answered questions concerning their expectations towards employers.

According to the survey results, English is still the most popular foreign language. Almost 100% of students declare that they have an elementary knowledge of English. The second most popular language is German followed by French. Spanish was in the fourth position, followed by Russian, which in the Public Opinion Research Centre (CBOS) opinion poll carried out in July 2009 was still the second most popular language in Poland with 20% of users. The difference seems to result from the group surveyed – in the case of the CBOS opinion poll the representative sample was taken from all Poles, including elderly persons who know Russian significantly better than the young people covered in the HAYS survey research. Students prefer to study Spanish or German, although as many as 12% of them declare some knowledge of Russian. The poll further indicates a relatively high percentage of students who know Japanese (especially in computer science faculties), and Slovakian. Undoubtedly, people with such language skills could become valuable employees of BPO/SSC sector companies who provide services for clients in Japan or Slovakia.

Chart 16. Knowledge of foreign languages declared b y the computer science and economics students in the Silesian Metropolis ( n = 300 )

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International mobility of students BPO/SSC companies often perform services for international clients, and therefore employ people of different nationalities. Consequently, investors frequently appreciate such attributes as willingness and ability to work in an international environment. The international mobility of students, i.e. the number of persons participating in foreign students’ exchange schemes, may be a good measurement of this feature. At the moment the most popular exchange scheme is Erasmus, i.e. studying for one or two semesters at another school which is a party to an agreement signed with a student’s original school. In the academic year of 2008/2009, 730 students from schools in Metropolis Silesia took the opportunity to study abroad, including 275 students from the University of Silesia. For students of this university, the most popular target countries were Denmark (102 students), Spain (98), and Germany (93). Chart 17 shows the number of students visiting the ten most popular countries.

The University of Economics also offers its students schemes under bilateral agreements so that they can study in Singapore, Hong Kong or Taiwan (about 10 students every year). Since 2006 the University of Economics has been participating in the CEEPUS programme and, together with 11 universities from Eastern and Central Europe (including the Czech Republic, Hungary and Slovakia), is carrying out a research project on regional development called the “Regional Development Network” (REDENE). The project offers students the possibility of studying at partner universities, and of taking advantage of apprenticeships or training in companies that co-operate with the schools.

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Expectations held of employers Chart 18 shows the results of the above discussed opinion poll regarding the expectations that computer science and economics students have of their prospective employers. The most important element was the “prospect of high earnings”. However, this does not mean that money is the main motivation for students in Silesia. Such aspects as “competitive basic remuneration” and “additional employee benefits” were essential for only 20% and 11% of students, respectively. The results of the survey may also derive from the economic slowdown and crisis-related savings made by companies – prospective employees are willing to work for less remuneration, for the time being, yet with prospects for higher earnings in the future. For slightly over 50% of students another essential factor is a friendly work environment or a good atmosphere at work as well as good relations with colleagues and superiors. Furthermore, it is important to have development opportunities, mainly in the form of training and other arranged schemes: 48.2% of those surveyed expect “professional training and development” and only 10% hope that managers would support development of their subordinates or that a company would finance further education. Although these two forms of support may also facilitate improvement, they are less formal and require more initiative on the part of an employee. Improving the work-life balance is another trend in Poland, related to the fact that the so-called “Y generation” – young people brought up with widespread access to computers and the Internet – are entering the labour market. Those future employees are aware of their market value, and therefore have higher earnings expectations, while they also want to keep a balance between work and private life. Another important factor is transparent promotion opportunities.

To present the survey opinions concisely, it may be concluded that Silesian students are taking a long-term approach to their careers.

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Advantages resulting from educational diversity Within Metropolis Silesia, there are 41 modern schools that are willing to co-operate with companies in providing know-how as well as supporting graduate recruitment in cooperation with Academic Career Centres. Every year, there are more than 30,000 graduates, including 8,000 from economics faculties and 1,200 from information technology faculties, who not only have the knowledge expected from them but who can also communicate in foreign languages (especially English). Students often choose foreign language studies, including the studies of rare languages. The opinion poll indicates that Silesian students take a long-term approach to employment, and concentrate on development and higher future earnings, rather than on the amount of remuneration offered at the beginning of their career. Consequently, they are less willing to change employment for reasons related solely to earnings. Therefore, the graduates from Metropolis Silesia schools are not only highly qualified human resources who have foreign languages competence, but they are also demonstrate loyalty to the employers and care for their work place.

IN-SERVICE TRAINING Employment in BPO/SSC sector enterprises often requires specific competencies, the acquisition and improvement of which is quite limited during a standard education at a tertiary school. Such competencies may be developed during postgraduate studies or additional courses and training courses, the completion of which is certified by European certificates. In this section, our main focus will be on what Metropolis Silesia offers in this field, with particular emphasis on postgraduate studies and opportunities to obtain international certificates and qualifications developed in the course of different training sessions.

Postgraduate studies The majority of higher schools in Metropolis Silesia offer postgraduate education. The following two types of schools prevail: schools with a limited number of faculties (in most cases co-financed from the European Social Fund), and schools offering a dozen or several dozen types of specialisations. The latter group is dominated by institutions with a larger number of students, as it is easier for such units to raise interest over such a wide range. The most extensive course prospectuses are provided by:

• The University of Economics (62 faculties, in management and/or computer science), • The University of Silesia (89 faculties, 23 in management and/or computer science), • The Silesian University of Technology (56 faculties, 29 in management

and/or computer science), • Upper Silesia Higher School of Commerce (37 faculties, 26 in management

and/or computer science), • Higher School of Business (42 faculties, 30 in management and/or computer

science).

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Companies operating in the BPO/SSC sector will probably be interested in management and accounting studies that may enable, e.g., people with knowledge of unusual languages, to update their skills on bookkeeping or team management. There are 12 schools in Metropolis Silesia which offer studies of this kind. The fees are about 2,000 PLN per semester (in the case of two-semester courses). In 2010, the Humanitas Higher School in Sosnowiec had the lowest fees at 1,500 PLN per semester, and the University of Economics was the most expensive option at 2,550 PLN per semester. These fee differences are likely to result from the number of classes offered (215 vs. 280) and the relative opinions of the institutions. However, people are not discouraged by these fees as the number of postgraduate students in the Silesian Voivodeship is growing (see Chart 19).

Chart 19. Number of postgraduate studies students’ in the Silesian Voivodeship 2005 – 2009 (source: GUS)

The most prestigious form of postgraduate qualification is the Master of Business Administration, generally known as MBA. In Metropolis Silesia there are two units, i.e. the University of Silesia and the University of Economics, that offer equivalent courses. One of the courses is a Master of Science in Finance and Auditing, and in 2010 this covered 300 class hours in Polish and English for a fee of 7,500 PLN. Graduates from these courses obtain the Master of Science Finance and Auditing Certificate issued by the Ecole Superiure de Commerce in Clermont Ferrand and accredited by the Conference Des Grandes Ecoles in Paris (a diploma recognised in all the member states of the European Union), and a Certificate of Postgraduate Studies in the Faculty of Finance and Auditing which is certified by the Rectors of the University of Economics, the University of Silesia and the Silesian International Business School.

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Certificates Managers from BPO/SSC business who have been interviewed often state that possession of international certificates and qualifications are among the expectations they have of prospective employees. Such certificates in the field of project management are particularly valued. There are two Polish associations of certification, which are branches of international organisations that unite Project Management practitioners: the Project Management Institute (PMI) Poland Chapter, in relation to PMI methodology, and the Project Management Poland Association (SPMP) which certifies based on International Project Management Association methodology. The SPMP certificate is issued at four levels of expertise: from Certified Project Management Associate to Certified Projects Director. In Poland, at the beginning of December, the first level certification was awarded to 2,000 individuals, the second level to 150 people, the third level to 11 people, and the fourth to one person only. Unfortunately, there is no data on how many of those people reside within Metropolis Silesia. The HAYS Poland database, with 3,500 entries, returned 103 inhabitants of Metropolis Silesia who are holders of a PMI certificate and 61 holders of a training certificate that is compliant with the PRINCE2 Project Management methodology. The database is by no means based on a representative population sample. However, it contains entries for those people who are most interested in changing jobs, so that the number of those entries reliably represents a certificate’s popularity. Additionally, the Project Management Poland Association has offered its patronage to postgraduate Project Management studies at two schools within Metropolis Silesia: the Higher School of Banking in Poznań, with a local division in Chorzów, and the Silesian University of Technology. This constitutes an acknowledgement of a high quality of these studies and ensures a continuous inflow of people with Project Management knowledge that is confirmed by a relevant certificate. BPO/SSC sector managers also find it useful to have ACCA qualifications (i.e. the Association of Chartered Certified Accountants). This is an international certificate that provides qualifications in the field of accounting. There are only three companies in Poland that offer this kind of training and have ACCA accreditation. One of them is LondonSAM Polska from Cracow, which is less than 100 km from Metropolis Silesia. Therefore, employees may be trained not far from their locations. The HAYS Poland database further contains more than 100 entries from people residing within Metropolis Silesia who have ACCA qualifications. It is also crucial to have language certificates, in particular those covering business language. The most renowned certificate is that of the London Chamber of Commerce and Industry, LCCI. At present there are more than 140 examination centres operating in Poland with LCCI accreditation, out of which 18 are located within Metropolis Silesia. The HAYS Poland database returned 136 entries for people with LCCI certificates.

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Training market The Voivodeship Employment Office in Katowice keeps a Register of Training Providers which is open for any entity interested in conducting training for the unemployed or searching for employment, financed from public funds. An entry to the Register does not require many formalities, and provides access to additional revenues. Hence, the data from this Register reliably reflects the training market. In December 2010 the Register contained 233 companies with registered offices in a city of Metropolis Silesia. What those companies offer was covered in the “Occupational Competencies in the Silesian Labour Market” survey carried out under a system project entitled “Regional Labour Market Monitoring”. A report on this survey was released in August 2010 and hence provides the latest data. The survey covered 41 training institutions selected from entities registered in the RIS register. The selection was conducted on the basis of, among other things, interviews with Poviat (District) Employment Offices’ representatives.

Chart 20 illustrates the percentage of surveyed institutions which conducted or planned to conduct training in specific subject areas. For the purposes of this publication, we have selected the types of training that are most important for the BPO/SSC sector. It is evident that computer science and computer literacy training are the most popular areas, and so there are many training courses and sessions on offer in these fields, which provide opportunities to acquire training in highly-specialised subjects. The other popular areas of interest are sales and advertising, accounting and book-keeping, which are offered by 54% of training providers within Metropolis Silesia. Among the training courses that generate less interest are personal development programmes, offered by every second provider surveyed. Additionally, 40% of training providers offer foreign language courses and every third institution supplies management training. This situation probably results from the need to solicit highly-qualified personnel rather than from a lower demand for foreign languages. It is also essential to note that training providers often specialise in specific types of training and usually do not offer a full range of services.

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Advantages resulting from the analysis of in-servic e training offer Metropolis Silesia offers a wide range of postgraduate studies, including equivalents to MBA studies, which are more and more popular. The costs of such studies are varied so that they may be matched to the individual financial resources of the employee or employer. Moreover, international certificates confirming relevant qualifications are widely popular. In Katowice, there are two Polish associations operating that provide Project Management certification options, and there are also 18 LCCI examination centres, and a training centre offering ACCA qualifications – all within 100 km of the Metropolis. In addition, a wide range of commercial training is available, including the most popular courses in computer literacy, sales and accounting.

8. SEEKING EMPLOYEES – EMPLOYMENT AGENCY SERVICES I N KATOWICE Undoubtedly, the most important factor for BPO/SSC investment location is the ability to reach the right employees. The companies in this sector usually engage one of the available employment agency services. The services offered in Metropolis Silesia in this field are presented below, including employment office projects and employment fairs organised in the Metropolis, as well as the services of employment agencies and academic career centres.

Projects of the Poviat Employment Office in Katowic e The Poviat Employment Office in Katowice, apart from its regular employment agency and unemployment service activities, has also carried out four projects financed mainly from the European Social Fund:

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� “Katowice Activity and Employment Zone” – the project was initiated in January 2010 and is expected to be completed at the end of December 2011. The aim of the project is the re-integration of 180 women from Katowice who are excluded from the professional workforce due to their age, lack of qualifications, disability, or single parent status. The project generally involves instructors’ individual support and preparation of a personal development programme for each of the participants, as well as activation workshops, courses, and vocational training.

� “Your Own Business" – the project began in May 2010 and is planned to last until the end of July 2011. It is aimed at twenty unemployed people, registered by the Poviat Employment Office in Katowice, who are going to start their own businesses. Under this initiative, all the participants will have the opportunity to benefit from advisory services and training, and at least ten of them will also receive a grant of 40,000 PLN and/or bridging support for six months from the date of starting a business.

� “Eurocadres II" – the project addresses the personnel of the Poviat Employment Office in Katowice. It is aimed at supporting the office’s operations by increasing the number of employment agents and vocational advisors as well as raising their qualifications through training. Under this project, thirty employees will participate in training relating to specific posts held in the office. It also covers organisation of the 2010 – 2011 employment fairs.

� “Action Is A Step Towards Employment” – the system project is to be carried out during the period 2008 – 2013. Its aim is the vocational activation of the participants. The project covers apprenticeships and training as well as grants for business development. Between 2008 and 2009, 1,608 people took part in the project, and 833 of them took up employment afterwards. The project’s efficiency reached 51.93%.

Projects of the Voivodeship Employment Office in Ka towice

The Voivodeship Employment Office in Katowice also manages projects that support vocational development:

� “Regional Labour Market Monitoring” – a system project aimed at developing role-model solutions for monitoring the regional labour market, so that all active labour market operators will have access to the required information. The project was completed in 2010. The reports related to the post-analysis that was conducted are available at www.mrp.wup-katowice.pl

� “Let’s Talk! – Social Dialogue To Solve Labour Market Issues Effectively” – the project’s aim is to reinforce increase the professional quality of social and public dialogue in the Silesian Voivodeship. The target group of this project is representatives of public employment services, social dialogue institutions, business environment organisations, local development agencies, and local

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authorities. The participants of the project will take part in training, international conferences and three study visits to Ireland. The project closes in April 2011.

� “Tailored Competencies” – the project is designed to support 200 workers in their 50s, living in the Silesian Voivodeship, in retaining and reinforcing their position in the labour market by improving their qualifications and professional skills. The participants will have an opportunity to receive individual advice, English courses, computer literacy and dedicated occupational training. The project began in February 2010 and will continue until the end of 2011.

Employment fairs in Katowice and Metropolis Silesia

One recruitment method is participation in employment fairs organised by different institutions. The following list covers the largest events of this kind in the cities of Metropolis Silesia.

1. Career Days

The Career Days are organised by the student-run AIESEC Polska. The event is one of the largest fairs aimed at students. It is carried out in nine Polish cities, the latest having been held in Katowice on 17 March 2010. In addition to the employment fair, at which the largest companies from Katowice were present, a 4-day cycle of training sessions was held under the name Academy of Skills. The next fair will be launched in March or April 2011. Additional information about this event is available at www.dnikariery.pl

2. Engineer Employment and Enterprise Fair

The sixth edition of this event took place on 30 March 2010 at the premises of the Silesian University of Technology in Gliwice. The next is planned for March/April 2011. In 2010, the Employment Fair was supplemented with presentations by institutions which provided content-related and financial support for young entrepreneurs. In total 53 exhibitors participated in the event. The fair was organised by the Silesian University of Technology and BEST Students Association, Gliwice. Further information is available at the following website: http://www.targipracy.edu.pl

3. 2010 Employment Fair in Katowice

The fair was organised by the Poviat Employment Office in Katowice in co-operation with the Krystyna Bochenek Cultural Centre, Katowice, and L. Grant Polska. This 14th edition of the event attracted 57 exhibitors (in addition to companies, the participants included employment offices and agencies). The fair held on 28 October 2010 was visited by 850 people. The next event is planned to take place in October or November 2011.

Employment agency institutions

Under the first phase of “Regional Labour Market Monitoring” nine groups of institutions which participate actively in the labour market in the Silesian Voivodeship were identified. These groups are:

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• public employment services, • social welfare centres, • voluntary labour corps, • employment agencies, • training institutions, • social dialogue institutions, • regional and local development institutions, • career centres, and • educational institutions.

The entities offer a wide range of possibilities, and in this respect two groups are presented in greater detail: employment agencies and careers centres in the form of Academic Career Centres.

Employment Agencies

Employment agencies operate chiefly in two areas. The first offers individual advice to employers which covers the sourcing of candidates for a particular position, including verification of their competences, and also assists with psychological application methods. The second area of activity is professional advice that consists in helping individuals to find a suitable occupation and place of work. Some of the employment agencies also provide services comprising temporary work arrangements. A business acting as an employment agency requires an entry in the Register of Employment Agencies. As of 28 November 2010 there were 287 employment agencies registered in the Silesian Voivodeship, including such international operators as HAYS Poland, Randstad, and Manpower Polska.

Academic Career Centres

Academic Career Centres are organisational units at tertiary institutions that help students to enter and function effectively in the labour market. The centres provide accurate information about the labour market, engage in raising graduates’ competences, and offer occupational advice. To complete these objectives, the centres keep a database of students and graduates seeking employment and a database of companies and current job offers, arrange presentations by companies at schools, and organise employment fairs, workshops, training courses, as well as consultations and advisory discussions. In November 2010, nineteen institutions of this kind were operating within Metropolis Silesia. Some of them have been entered in the Register of Employment Agencies; they provide professional and vocational advisory services. Engaging the services of such a centre is also a good way of reaching out to graduates from particular schools. A complete list of the institutions, prepared as part of the “Regional Labour Market Monitoring ” project, is presented in Attachment 2.

Advantages resulting from employment agency analysi s

In Metropolis Silesia, many employment agencies operate that are well acquainted with the local market and are able to reach the best employees. A large number of institutions of this kind enable the investor to select the most convenient offer. A dense network of academic career centres and a number of employment fairs are also helpful in contacting the most talented graduates.

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9. IMPROVING EMPLOYMENT OPPORTUNITIES: THE UNEMPLOYED The unemployment rate for a city or area is essential for BPO/SSC investment location. First of all, the unemployed are potential employees (if they have relevant qualifications); therefore, the higher the number of unemployed the better. On the other hand, however, too many under-educated unemployed persons may reflect the problems of a given region and/or the unwise policies of the local authorities. This section focuses on data relating to the statistics as well as the structure of unemployment.

Unemployment – a quantitative analysis Chart 21 illustrates fluctuations in the unemployment figures for particular cities of Metropolis Silesia between 2005 and 2009. The rate of registered unemployment in the cities, as well as on a national level, had been decreasing from 2005 until 2009 when it significantly increased. This was mostly due to the world economic crisis which resulted in a significant economic slowdown in Poland. The chart also indicates a considerable diversity in unemployment levels within Metropolis Silesia. The city with the lowest unemployment rate is Katowice – the region’s capital – with 3.3%, which is one of the lowest figures for large cities in Poland (in 2009 a lower rate was recorded only for Poznań and Warsaw).

Chart 21. Unemployment rate in the Silesia Metropol is’ cities 2005 – 2009 (source: GUS)

In Bytom, on the other hand, the rate has reached 16.7%. Other cities come between these two extremes, and in nine cases the unemployment rate is lower than the national average. This is a significant improvement as compared to 2005, when only in five cities of today’s Metropolis was the unemployment rate below the average for Poland. The most considerable decreases in unemployment were recorded in Świętochłowice, Siemianowice Śląskie and Chorzów (more than 10 percentage points in each case).

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Unemployment – a qualitative analysis The analysis of unemployment, leaving aside the unemployment rate, relies on its structure. The first feature to be considered may be the structure of the unemployed workforce in terms of their former occupations according to the Polish Classification of Activities (PKD) (see Chart 22). The structure is notable for the large number of people who formerly worked in industrial processing. When compared to other voivodeships, the high number of workers formerly employed in mining (1,828 persons), is an indication of the industrial history of Silesia. Consideration of the education aspect of those seeking a job is also essential. For the last five years, Metropolis Silesia has experienced significant changes in that area (see Chart 22). The proportion of unemployed people with only middle school education or no education in the total number of unemployed has decreased, and there has been an increase in the number of unemployed people with higher education. One possible cause may be the improvement in education levels throughout society (as estimated by GUS, the percentage of individuals with higher education rose between 2005 and 2009 from 14.2% to 18.3%). Yet such a structural change may also result from the economic crisis and crisis-related layoffs. BPO/SSC investors may benefit from such a situation, as they might be able to source potential employees with better qualifications and participate in the programmes offered by the employment offices. Chart 23. Unemployment structure in Metropolis Sile sia in relation to a period of unemployment (source GUS: BDR)

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Another positive characteristic of Metropolis Silesia is the reduction in the length of unemployment (Chart 24). In 2009, over 40% of those unemployed stayed without work for less than three months, whereas in 2005 the rate was 22%. This reflects better potential adaptation of the unemployed to the labour market. In 2009, the percentage of long-term unemployment (more than 24 months without work) was 8%, as compared with 34% in 2005. Such a trend may be the result of improving the effectiveness of labour market institutions as well as a better economic situation.

Chart 24. Unemployment Structure in Metropolis Silesia taking under consideration

unemployment period ( source: GUS, BDR)

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Active and passive measures of the labour market The labour market measures used by Polish employment offices are both passive, i.e. they discourage people from seeking employment, and active, in that they are aimed at helping the unemployed to find a job. The active measures include:

• Training , which aims to prevent unemployment as it enables the unemployed person to acquire the qualifications necessary to find work.

• Apprenticeships , which give an unemployed person the possibility of gaining practical skills for future work by carrying out tasks in the workplace without entering into a working relationship with the employer. In the year under survey, the apprenticeship option was given solely to persons under 25 years of age and higher school graduates under 27 years of age.

• Site-based occupational training, which consists of practicing the skills necessary for working in a profession without entering into a working relationship with an employer.

• Special work , which covers employment under an agreement with a starosta (he head of the county executive, and the head of the county administration); this solution is aimed at supporting people in particular situations in the labour market.

• Public work, which is employment for the purpose of performing work tasks arranged by communes and non-governmental organizations. The employment may not exceed 12 months.

• Socially useful work, which involves performing work tasks commissioned by a commune in social welfare centres and non-governmental charity organizations.

• Occupational agency, which covers support in choosing the right occupation/profession and place of work.

• Training on work-seeking activities, which covers help in the area of work-seeking skills.

• Activation classes , which seek to prepare the unemployed person for finding employment independently.

• Business activity , which consists of providing an unemployed person with a single grant designated for business start-up activity.

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• Employment cost refund (supplying a temporary worker) which involves covering the cost of a temporary worker for preparing a referred unemployed person for work.

In 2008, the number of people who made use of these instruments was 103,760. However, this number is not equal to the number of unemployed people, since some of the participants might have used more than one instrument. The chart indicates that the most popular forms of support were occupational advice, training and apprenticeships.

In addition to active labour market instruments, employment offices also make use of passive instruments, mainly unemployment allowances. The amounts paid and entitlement conditions are set forth by the Ministry of Labour and Social Policy. As at 1 September, the legal regulations stipulate an allowance amounting to PLN 742.10 for the first three months, and PLN 582.70 thereafter. The period of entitlement depends on the unemployment rate in the poviat. The entitlement periods are:

• 6 months, if the unemployment rate is lower than 125% of the average unemployment

rate for Poland, • 12 months, if the unemployment rate is higher than 125% of the average

unemployment rate for Poland, • 18 months, if the unemployment rate is twice the average unemployment rate for the

country, and the unemployed person has got at least 20 years of allowance qualification.

In some cases, the allowance entitlement period does not depend on the unemployment rate. The allowance is also paid to an unemployed person who is over 50 years of age and has got at least 20 years of allowance qualification. The payment may be awarded to a person who supports at least one child under 15 years of age, and this person’s spouse is also unemployed or has lost the allowance. If this is the case, the allowance is paid for 18 months. In the Katowice poviat, which has the lowest unemployment rate, the number of unemployed people entitled to receive the allowance, as at the end of October 2010, was 1,399 (i.e. about 20% of all unemployed persons). In the case of Bytom, with the highest unemployment rate, the number of unemployed people entitled to receive the allowance was 995 (i.e. 10% of all registered persons). Chart 25. Number of people who benefited from the a ctive labour market instruments in the Silesian Voivodeship in 2008 (source: WUP Katowice, 2008)

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Advantages resulting from the analysis of improving employment opportunities The unemployment level in Metropolis Silesia is very diverse. In Katowice alone, the unemployment rate is very low, which translates into high salaries. In other cities, however, the rate is much higher and the salaries are low, which is an exceptionally beneficial cost factor to take account of by investors. From the investor’s perspective, the fact that 10% of the unemployed workforce have higher education is also an advantage. This means that the unemployed will adapt easily to the BPO/SSC sector. Employment offices offer a wide range of services in terms of activities involving the unemployed, and investors may find such opportunities as training and cost refunds for temporary workers especially interesting.

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10. IMPROVED QUALITY OF LIFE IN KATOWICE

A city’s quality of life is an essential factor to be considered in the process of selecting a location for BPO/SSC investment, as a high quality of life allows for attracting and retaining the best possible human capital in the city. Quality of life aspects include access to cultural institutions, to modern infrastructure and to education; moreover, trade and leisure facilities are perceived as attractive in the context of spending free time. Certain less tangible features of the overall climate and image of the city also matter.

Quality of Life Rankings Published by Polish Weekli es The most general evaluation of the quality of life is reflected in the different kinds of ranking published by newspapers and periodicals. One of the most important rankings in Poland is the one published by ‘Newsweek’. The ranking’s latest edition was released in August 2010. It covered such indicators as, e.g., the number of doctors per 1,000 inhabitants, stable property prices, and the number of events organised or financed by the city. First place in the

category of Quality of Life was awarded to Katowice. In May 2010, OBOP conducted a survey for ‘Newsweek’, in which inhabitants assessed the friendliness of their cities. Katowice took a good tenth position among the 18 participating cities (all district capitals). Some other factors such as

education and cultural offerings, tourist attractions, cleanliness, order and aesthetic qualities were also assessed. Another ranking which is worth taking account of is the one published in June 2009 by ‘Przekrój’. This is a very thorough ranking with 26 criteria of evaluation, and Katowice was ranked at a high 7th position (out of 26 cities) which can mostly be attributed to the high accessibility of hospitals and a high level of healthcare services. Four other cities of Metropolis Silesia, namely Gliwice, Zabrze, Bytom and Sosnowiec, were also highly rated.

Quality of life (total points)

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Leisure time facilities on offer Metropolis Silesia offers access to many cultural facilities and sports clubs (exact figures are provided in Table 8 and in Charts 25-31). Among the most renowned facilities in Katowice are Spodek (the Voivodeship Sport and Show Arena in Katowice) and the Silesian Stadium, which will be thoroughly upgraded before the European Football Championships in 2012. Regardless of the above, Metropolis Silesia is abundant in cultural institutions devoted to music, such as the Silesian Opera House in Bytom, the Silesian Philharmonic Hall in Katowice, the ‘Silesia’ Institution of Music Promotion and Dissemination in Katowice, the ‘Camerata Silesia’ Singers in Katowice, the Polish Radio National Symphony Orchestra in Katowice and the Philharmonic Hall in Zabrze. In addition, Metropolis cities are home to many theatres, including the Silesian Dance Theatre in Bytom, Chorzów Entertainment Theatre, Gliwice Musical Theatre, Stanisław Wyspiański Silesian Theatre in Katowice, Cogitatur Theatre in Katowice, Zagłębie Theatre in Sosnowiec, and Mały Theatre in Zabrze. The culture on offer is reinforced by museums, e.g. the Ethnographic Park of Upper Silesia in Chorzów, the Art Foundry Museum and the Piasts’ Dynasty Castle in Gliwice, the Silesian Museum in Katowice with its numerous branches, the Museum of the World’s Tiniest Books in Katowice, the Brewery Museum in Tychy, ‘Guido’ Historical Coalmine and ‘Quinn Louise’ Open-Air Museum in Zabrze. Apart from the above-mentioned institutions, there are numerous centres of culture, e.g. Krystyna Bochenek Cultural Centre in Katowice and Bytom Cultural Centre. Metropolis Silesia boasts two artistic tertiary schools: Karol Szymanowski Conservatorium and Katowice Academy of Fine Arts. Numerous cultural events, often of international appeal, are organised in Metropolis Silesia. The best known include the ‘Bluestarcie’ Blues Festival in Chorzów, the Eurochants and Folk World Fusion Music Festival, which is the biggest open-air festival of world music in Poland, the Silesia Jazz Festival, the ‘Interpelacje’ Film Directing Festival, the TAURON New Music Festival, which in 2009 was awarded a prize by ‘Activist’ magazine for being the best and most interesting event in Poland, the Rawa Blues Festival – one of the world’s biggest blues festivals, the Off Festival – one of the larger alternative music festivals organized in Poland, the Theatre Festival in Gliwice and the Upper Silesia Chamber Arts Festival. A modern shopping mall (‘Agora’), which was opened in Bytom at the end of 2010, combines the functions of a shopping centre and a cultural centre; one whole floor of the development is dedicated to serving local artists.

Table 8. Access to cultural institutions (source: G US, 2009) Katowice Silesia Poland Number of cinema seats 8,826 22 399 248 181 Exhibitions 84 172 4 232 Cultural events 2,550 7 938 237 929 Sports clubs 69 358 13 411 Museums 4 27 774 Bookstock in libraries 2,585,116 7 412 135 134 268 395 Hotels and restaurants 1,203 5 821 118 499

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Katowice is also a candidate city for the 2016 European Capital of Culture, so it has considerably extended its cultural offerings to include concerts, exhibitions and international debates. Katowice’s catchphrase for the contest is “Katowice – the City of Gardens” which refers to the oldest Polish garden city in Poland, Giszowiec, located within the area of today’s Katowice.

Metropolis Silesia cities offer a wide range of leisure possibilities. A leisure and sports facility called Three Ponds Valley is one of the most frequented leisure sites. The facility, located at the very heart of Katowice, underwent a significant upgrade in 2010. Currently, the public can enjoy bike trails, a marina and numerous sports grounds. Another interesting leisure site is the ‘Gródek’ Diving Centre established

on the site of a former quarry. This is one of the most interesting diving centres in Poland. Boat sailors can use the ‘Paprocany’ facility at the Paprocańskie Lake in Tychy or the ‘Pogoria’ Summer- and Water-Sports Centre in Dąbrowa Górnicza. Many sports events are organized in Metropolis Silesia, e.g. the Silesian Eco Run, the Silesian Marathon, the Katowice Half-Marathon, the Korfanty Run or the Polonia Run (to name just a few). The Silesian Culture and Recreation Park in Chorzów, covering an area of 500 hectares, is also a unique place in the region. It includes, among other attractions, the only rollercoaster in Poland. For foreigners who wish to settle abroad, such factors as internationally-recognized education for children and foreign language learning are of great importance. Katowice offers a school which meets those requirements – the International School Complex – which offers primary, lower secondary and upper secondary education, and the opportunity to take international exams. Some of the Silesian lower secondary and upper secondary schools also run bilingual classes taught in French and Spanish.

Charts 26-32. Access to cultural institutions in Ka towice, Metropolis Silesia and Poland (own sources based on GUS, figures per 1000 inhabitants)

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Strategic quality of life improvement projects in K atowice For quality of life improvement, the involvement of local and central authorities, including infrastructure projects, is essential. In the 2010 budget of Katowice city, 700 million PLN was allocated to infrastructure investments. Some of the investments currently implemented in Katowice and Metropolis Silesia include:

Tram line upgrade

The project covers the area of the Bytom, Chorzów, Katowice, Ruda Śląska, Sosnowiec and Zabrze communities and will involve the upgrading of 48 km of tracks, development of new tracks and network infrastructure covering 2.5 km, the purchase of 30 units of high-tech low-floor stock and the upgrading of 85 current tram units. The investment will considerably improve communication between Metropolis cities to foster further integration.

Modernisation of Katowice railway station

This is one of the most important investments started in 2010 in Katowice. The modernization of the main railway hall will take until 2012, and in 2013 the construction of a skyscraper will be completed. The railway station building will also contain a shopping centre. The aim of the city’s authorities is to attract the public to the centre of the city. This is why the ground floor of the railway station building is planned to host restaurants and cafes.

Transformation of the City Centre

The Government Municipal Office, in consultation with local people and representatives of business, came to the conclusion that the city centre in its present shape fails to fulfil the needs of inhabitants, visitors, or commerce. Therefore, in 2006 a project entitled The Transformation of the City Centre was initiated. The project consists of a number of investments in road infrastructure as well as creating public and commercial spaces. The project is being carried out on an area of 150 ha at the very centre of the city, which makes it the most extensive project of this kind ever undertaken in Central Europe.

International Convention Centre under construction

The International Convention Centre will be located near Spodek. Above all, the Centre will support Katowice’s image of a business-friendly city and enable the organisation of conventions, conferences, and cultural and social events, including music concerts, as well as exhibitions and fairs. Guests will have at their disposal two exhibition rooms with a total area of over 16,000 square metres and a banqueting room with the option of food and beverage services and facilities. The Centre will come into operation in 2013.

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The new building of the Silesian Museum

In 2005 the museum acquired an investment property – former industrial land that was previously the “Katowice” Coal Mine – located near Spodek, and the Convention Centre (now under construction). This is the place where the new museum building will be developed – the construction works started in 2010 and will be completed by 2012.

The museum project also includes restorations of some of the historic mining artefacts that originate from the turn of the 19th and 20th centuries. These include two extraction shafts –Warsaw II and Bartosz – the latter retaining its unique and extremely valuable 19th century steam-powered extraction machine.

New base for the Polish National Radio Symphony Orc hestra

Another investment to be implemented within the area of the former Katowice Coal Mine will be the new base for the Polish National Radio Symphony Orchestra. The architectural design was selected by means of a contest held in 2008, and the construction works are intended to end in 2013. The building, apart from the concert hall for 1,800 people, will also comprise a chamber auditorium for 300 people and a recording studio.

A list of revitalisation projects implemented in Metropolis Silesia between 1997 and 2011 has been provided in Attachment 3. It is also available at http://rewitalizacja.silesia.orga.pl/.

Advantages resulting from the analysis of the impro vement of life quality initiatives For many years Katowice was considered to be an industrial city. Today, however, the conscious actions of the government municipal office and relevant cultural infrastructure investments are changing this image, and Katowice is now more often thought of as an attractive place to live in. This trend is best reflected by the high position Katowice holds in several quality of life rankings. This allows the city to retain the best possible employees, but also to attract new workers, including foreigners who are becoming more willing to settle in Katowice and who appreciate the broad access to culture and the educational offerings of the city.

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11. SPECIFICATION OF THE POLISH LABOUR MARKET

The establishment of an employment relationship and the types of agreement applied under Polish labour law.

According to the basic principles of Polish labour law, the initiation and termination of the conditions of an employment relationship, regardless of its legal grounds, requires mutual representations of the will of the employee and the employer (Article 11 of the Labour Code).

In initiating an employment relationship, the employee undertakes to perform a specific type of work for the employer and under their management, at the time and in the place specified by the employer, while the employer undertakes to employ the employee for a salary (Article 22 § 1 of the Labour Code).

It should be pointed out that the salary for work cannot be lower than the minimum salary level for employment, which is set annually and is announced in the Official Journal of the Republic of Poland, “Monitor Polski”, in an announcement of the Prime Minister on 15 September. In 2011, the monthly gross minimum salary for employment in Poland amounts to 1,386 PLN.

Article 29 § 2 of the Labour Code stipulates that an employment contract should be concluded in writing and, in the event of failure to observe the proper written form, the employer is obliged to confirm the arrangements regarding the parties to the contract, the type of contract, as well as its terms and conditions, in writing no later than the day on which the employee starts work.

A correctly formulated employment contract should specify: • the parties to the contract; • the type of contract; • the date of conclusion of the contract; • the type of work; • the place of work; • the salary for the work, reflecting the type of work, with specification of its

components; • the length of working time; • the employment start date.

The specification of the type of contract is understood to mean the intended duration of the employment relationship.

Depending on needs and at the discretion of the parties, an employment contract may be concluded indefinitely, for a definite term, including for the duration of standing in for an absent employee – “a substitution employment contract”, for the duration of performance of a specific job, or for a probationary period.

In an indefinite term contract, the parties do not specify in advance the duration of the employment relationship, while simultaneously expressing the intention of being permanently bound to each other.

A definite term contract specifies in advance the date on which the employment relationship ends. In principle, this type of contract cannot be terminated unless, when concluding it for a

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period of longer than 6 months, the parties have provided for the admissibility of terminating it earlier with a two-week notice period. In order to stop the practice of employers concluding several successive definite term employment contracts, the Polish legislator has introduced a provision (Article 251 of the Labour Code) according to which the conclusion of a further definite term contract is equivalent in its legal consequences to the conclusion of an indefinite term employment contract, if a definite term employment contract has been concluded with the employee twice in consecutive periods, on condition that the interval between the termination of the previous employment contract and the establishment of the next employment contract is no longer than one month.

A substitution employment contract is a unique form of definite term contract and may be concluded if the need arises to stand in for an employee in the event of his/her justified absence from work.

An employment contract for the duration of the performance of a specific job is established through the specification of the job (tasks) for which the employee is employed and the completion of which results in the termination of the employment relationship. In principle, this type of contract cannot be terminated, with the exception of cases provided for in the Act.

A contract for a probationary period has the primary objective of checking the employee’s usefulness before employing him permanently for an indefinite term or for a longer definite term. Since this is a period during which the parties get to know and check each other, both parties have the simplified ability to terminate the employment relationship. The maximum duration of the probationary period is three months, although the parties may set a shorter period in the contract.

Civil law contracts, such as for instance a specific task contract (umowa o dzieło), a personal service contract (umowa zlecenia) or an agency contract (umowa agencyjna), do not give rise to an employment relationship, even though their subject is seemingly very similar to an employment contract. The differentiation between an employment contract and civil law contracts is of fundamental significance from the point of view of the rights of the person performing the work. This is because people employed under employment contracts are entitled to employee rights, such as special protection of their salary, paid annual leave or paid anniversary releases from work. At this point, it should be pointed out that, even if it arises from the wording of the contract that it is a type of civil law contract, but, in reality, the contractor is treated as an employee, the latter may claim before a labour court that an employment relationship has been established between him and the employer.

Rights and duties of employees and employers

The rights and duties of the employer and the employee arise directly from the employment contract and the norms of labour law. In most cases, a specified obligation of one of the parties to the employment relationship corresponds to a substantive right of the other party, e.g. the obligation to pay a salary by the employer has its counterpart in the salary rights of the employee.

Certain obligations have also been imposed on the employer with respect to the whole of the workforce at the workplace, e.g. the obligation to satisfy the social and cultural needs of the employees to the extent of the funding available, as well as bearing an influence on the formation of the principles of social coexistence among the workforce. The employer also has obligations to the state of Poland, such as the obligation to store employees’ documentation, personnel files, a register of accidents at work, and a register related to the contracting of industrial diseases; the obligation to assess and document occupational risk; and the obligation to notify the National Labour Inspectorate and the State Sanitary Inspectorate of the start of and changes to the business activities conducted.

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The employer’s most important obligations with respect to individual employees include: • admittance of an employee to perform the agreed work; • detailed specification of the employee’s tasks within the framework of the agreed type

of work and instructing him on the method of its performance; • familiarisation of the employee with his/her fundamental rights; • organisation of the work in a manner which assures full utilisation of the work time, as

well as achievement by the employees of appropriate productivity and quality of work; • organisation of the work in a manner which assures a reduction in the arduousness of

the work; • prevention of discrimination in employment; • assurance of safe and hygienic working conditions, as well as holding systematic

training for employees on occupational safety and health; • punctual and correct payment of salaries; • award of annual leave, as well as releases from work in accordance with agreed

standards; • use of objective and just criteria for appraising employees and the results of their

work; • prevention of workplace bullying (mobbing); • facilitation of the improvement of occupational qualifications by employees; • creation of conditions for employees who are starting work after leaving school, which

teaches an occupation, or provides access to a college, and which enables them to adapt to the proper performance of the work;

• respect of the employee’s personal dignity; • notification of employees employed on definite term contracts as to opportunities and

vacancies for full-time or part-time employment; • issuance of employment certificates in connection with the termination or expiry of the

employment relationship. According to Article 22, § 1 of the Labour Code, the employee is obliged to perform work of a specific type for the employer and under his management, as well as in the place and at the time specified by the employer.

In particular, the employee is obliged to : • perform the tasks entrusted to him carefully and diligently; • fulfil the instructions of supervisors (if they are not illegal or in conflict with the

employment contract); • observe the work times specified at the workplace; • observe the employment regulations and requirements for orderliness at the

workplace; • observe the regulations and principles of occupational safety and health, as well as

the fire safety regulations; • look after the interests of the place of employment, protect its property, as well as

keep secret all information the disclosure of which could expose the employer to harm;

• observe the confidentiality specified in separate regulations; • observe the principles of social coexistence at the workplace.

Furthermore, the provisions of labour law provide for the ability of the parties to the employment relationship to contractually establish a prohibition on the employee from competing with the employer throughout the term and after the end of the employment relationship. This means a prohibition on the employee from conducting competitive activities on his/her own account, as well as a prohibition against working under an employment contract or on any other basis for another entity conducting similar activities.

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Regulations of the Labour Code regarding the number of days which are officially free from work

An average 5-day working week applies in Poland. Sunday is officially a day free from work, although there is no regulation which makes Saturday a day free from work. Therefore, employees are entitled to 2 free days, one of which is Sunday and the other may be freely specified by the employer.

Furthermore, according to the Act, on days free from work the following calendar days are national holidays:

• 1 January – New Year; • 6 January - Epiphany • 4-5 April – Easter and Easter Monday; • 1 May – Labour Day; • 3 May – National Holiday; • 23 May – the first day of Whitsun; • 3 June – Corpus Christi; • 15 August – The Assumption of the Blessed Virgin Mary; • 1 November – All Saints Day; • 11 November – National Independence Day; • 25 and 26 December – Christmas and Boxing Day.

The employee is entitled to a day off work within the deadline specified in the Act for working on Sundays and during public holidays. If it is not possible to take advantage of the day off work within the given period, the employee is entitled to an allowance of 100% of their salary for working overtime hours.

Flexible forms of work

A gradual move away from the traditional model of work has been noticeable over the past decade. Firms are forced to operate in conditions of increasing competition and, therefore, they try to increase the effectiveness of work, including through the maximum possible adjustment of the number and type of employees to the quantitative and qualitative requirements for labour. In response to the needs of entrepreneurs, the legislator has introduced legal regulations on so-called flexible forms of employment, enabling the optimisation of work procedures and time.

From the point of view of entrepreneurs from the BPO/SSC sector, two forms of employment which have recently been introduced into the Polish legal system deserve particular attention:

Teleworking (Section IIb of the Labour Code), as a specific type of employment contract involving the regular performance of occupational duties away from the employer’s registered office, with the use of electronic communications facilities, i.e. the Internet, telephone, fax and videophone. The employer is obliged to provide the equipment required for the performance of the work to the teleworker, as well as cover his/her costs of insurance and servicing and provide technical assistance to the employee. Most frequently, teleworking means working from home, although teleworkers may also perform obligations in teleworking centres which are specially adapted for this purpose. It is also possible to work at the registered office of a customer of the company employing the teleworker.

Temporary Workers – the recently amended Act on the employment of temporary workers regulates the principles of engaging people employed by a temporary employment agency

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who are sent by it to a specified employer. An understanding must be concluded between the temporary employment agency and the employer-user on the principles of “renting” a temporary employee in order to engage a temporary employee. Furthermore, a contract must be signed between the employee and the temporary employment agency on the employment of the temporary employee. The temporary employment agency employs temporary workers on the basis of an indefinite term employment contract or an employment contract for the performance of a specific job.

Temporary work is developing rapidly in Poland. Employers are more frequently introducing this form of employment, especially at times of an increased requirement for labour. Polish labour law comprehensively regulates the rights and duties of the parties and protects the employee as the weaker party to the legal relationship. Simultaneously, for several years, we have been observing a trend of departure from the traditional employment relationship and the introduction by the legislator of regulations making legal forms flexible, thus enabling the optimisation of employment in the enterprise.

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KATOWICE CITY COUNCIL – CONTACT FOR INVESTORS One of the main goals of the Katowice City Hall is to promote the region, increase the investments inflow and to provide a complete service to the domestic and foreign investors. Contact person:

Mateusz Skowro ński Mayor’s Plenipotentiary for Strategic Investors Manager of Strategic Investors Assistance Centre 4 Warszawska Street 40-006 Katowice T (+48) 32 259 38 23 E [email protected] invest.katowice.eu

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ATTACHMENTS

Attachment 1. List of BPO/SSC businesses operating within Metropolis Silesia

Name Centre type Estimated headcount

4EverNET Sp. z o.o. Call Centre 48 Alba Financial 50 Arcelor Mitall Shared Service centre Europe Financial 210 Archidoc Rother 225 Asseco Poland S.A. IT Support 336 Asseco Systems R&D 44 Bombardier R&D 80 CapGemini BPO Financial 220 CapGemini ITO IT Support 912 Comarch IT Support 160 Contact Centre Call Centre 488 CYCLAD Polska Sp. z o.o. IT Suport 36 DHL Logistic Logistics 40 Display Link R&D 10 ENIRO POLSKA Call Centre 100 Ernst&Young Financial 11 Grant Thornton International Financial 240 ING Polska Call Centre 60 Ista Shared Services Financial 573 IT4Q Sp. z o.o. IT Support 10 Kroll Background Screening HR 100 Kroll Ontrack IT Support 31 Mentor Graphics R&D 200 Neubloc R&D 50 Northgate Arinso Poland HR 72 Pregis Financial 100 PricewaterhouseCoopers Financial 50 Proximetry Poland Sp. Z o.o Financial 52 Rockwell Automation Rother 382 Steria IT Support 180 TP S.A. Call Centre 250 Unilever Logistics 92 UPC Call Centre 100 Vattenfall Business Services Financial 90 Warta, [Warta Allert Centre] Call Centre 150 Wipro Financial 240

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Attachment 2. List of Academic Career Centres opera ting in Metropolis Silesia

1. Students’ Career Centre at the Silesian University of Technology 2. Students’ Career Centre at University of Economics and Administration in Bytom 3. Career Centre at Poznań School of Banking with branch in Chorzów 4. Career Centre at K. Kodula Upper Silesian Academy of Entrepreneurship in Chorzów 5. Career Centre at Academy of Business in Dąbrowa Górnicza 6. Career Centre at Dąbrowa Górnicza School of Strategic Planning 7. Career and Students’ Promotion Centre at Sosnowiec Humanitas School 8. Career Centre at Sosnowiec School of Safety Engineering and Ecology 9. Career Centre at Emil Szramka School of Management and Social Sciences 10. Career Centre at Cardinal August Hlond Upper Silesian College of Pedagogical

Education 11. Career Centre at the Faculty of Social and Pedagogical Sciences, the Higher School

of Pedagogy of the Society of Public Knowledge in Warsaw 12. Career Centre at Katowice Academy of Fine Arts 13. Career Centre at Katowice School of Work Protection Management 14. Career Centre at the Academy of Physical Education 15. Career Centre at W. Korfanty School of Commerce 16. Career Centre at General Jerzy Ziętek Silesian School of Management 17. Department of Internship and International Schemes at the School of Marketing

Management and Foreign Languages in Katowice 18. Career Centre at the University of Silesia 19. Students’ Career Centre at Karol Adamiecki University of Economics in Katowice

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Attachment 3. Selected revitalization projects impl emented in Metropolis Silesian cities

Bytom

• Revitalization of Bytom’s Old Market Square • Formation of Bytom Industrial Park • Formation of Dolomity Sportowa Dolina leisure site • Revitalization of Jan III Sobieski Square in Bytom • Adaptation of building for the purposes of Polish-Japanese School of Computer Technologies

in Bytom • Renovation of a Nursing Home for Adults in Bytom with making adjustments for the disabled • Formation of Career Centre in Bytom • Redevelopment of Świętochłowicka and Łagiewnicka streets in Bytom • Construction of a Bytom section of the Northern Bypass of the Upper Silesia Agglomeration

Chorzów

• Revitalization of Amelung post-industrial sites in Chorzów • Adaptation of a historic building of the former Municipal Theatre for the purposes of Chorzów

Cultural Centre • Redevelopment of Chorzów II district street system within the section of 3 Maja – śołnierzy

Września – Styczyńskie streets • Redevelopment of Katowicka – Nowa streets together with extension of traffic system as an

element of activating Central Business Zone in Chorzów • Redevelopment of street crossroads (Batory, Niedźwiedziniec and Radostowska streets) in

Chorzów • Adaptation of a building for a Centre for Social Initiatives in Chorzów

Gliwice

• "Renovation of Nowe Gliwice post-industrial zone" • Revitalization of a radio station – development of area surrounding the radio station • „Revitalization of the Piasts’ Castle – formation of Cultural Information and Regional Education

Centre” • Extension of bike lanes within Gliwice area • Thermal modernization of Gliwice Musical Theatre • Construction of a cultural club in Dom św. Jacka district • Construction of a connection of Portowa street with Łabędy steelworks • Redevelopment of Główna street together with sidewalks and traffic system

Katowice

• Transformation of Katowice Downtown • International Congress Centre • New seat of the Silesian Museum in Katowice Nikiszowiec – Museum of Katowice History • Revitalization of a site by the river Ślepiotka as a pilot Project for REURIS (Revitalization of

Municipal River Sites) • Wilson Glass Gallery • ,,Adaptation of post-military building at 17 Koszarowa Street for the purposes of Academy Of

Fine Arts in Katowice” • Revitalization of the Mokrskis’ Brewery - Factory Centre • Nikiszowiec Heart – revitalization of the building of Katowice History Museum at 4 Rymarska

Street

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Ruda Śląska • A Hill of New Ideas – revitalization of "Marketplace – Downtown” area • A Hill of New Ideas – revitalization of a manor park for leisure and commercial purposes • Modernization and renovation of a historical blue-collars’ housing esteta ‘Kaufhaus’ on

Niedurnego street • Revitalization of a historical centre of Wirek district • Construction of a Shopping-Exhibition-Cultural Centre in Ruda Śląska - Wirek roofing of a

bazaar and construction of advertisement mast • Municipal buildings in the city • Revitalization of a historical blue collars’ housing estate in the district quarter of Wolności

Street from No. 102 through 114 and Raciborska Street from No 1 through 15 Siemianowice Śląskie

• Construction of City Market Square • Construction of „Siemion” sports facility (a ground for field jockey) • Modernization of „Michał” sports facility (swimming pools, water slides, sauna, jaccuzzi) • Construction of a Park of Tradition for Mining and Metallurgy • Renovation of „Fitzner’s Villa” • Termal modernization of High Schools No. 1 and 2

Sosnowiec

• Adaptation of a post-mine building for the purposes of a technical tertiary school, 6, Wojska Polskiego st.

• Redevelopment and renovation of a street system in the area of Dęblińska, Kołłątaja and Sadowa streets

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Attachment 4. Questionnaire used for e-survey of st udents Dear Student, We are asking you to take part in a survey of foreign language competence among the students of IT and economy faculties, and the students’ expectations towards their prospective employers. This questionnaire is quite short – it will not take more than five minutes to complete it. It is entirely anonymous. The questionnaire results shall serve to develop a report on the quality of human resources in the Upper Silesian agglomeration. The report shall be distributed to investors who want to locate their businesses in Silesia – by completing the questionnaire you might have influence on the conditions of employment to be offered to the graduates. Thank you in advance for your answers to all the questions! HAYS Poland Team 1. Field of studies

• IT • IT and Econometrics • Finance and Accounting • Management • Management and Marketing • Economics • Other, you name it.

2. Year of studies

• 1st year 1st degree studies • 2nd year of 1st degree studies • 3rd year of 1st degree studies • 1st year of 2nd degree studies • 2nd year of 2nd degree studies

3. Foreign language competence Below you will find a list of the most popular foreign languages in Poland. Appraise your competence of each of them using the scale of measurement provided. If you have a competence of a language which is not listed, add the language to the list and appraise your competence of the language added.

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In relation to languages, the competence of which you assess as Basic, indicate how you have learned it by inserting a relevant number in accordance with the following key:

1. Learned by myself 2. Studies at school/college/university 3. Private lessons 4. Language courses 5. Overseas travel 6. Language courses abroad

4. Expectations towards employers The following is a list of factors which may persuade you to choose a particular employer. Select four factors which are the most decisive in your opinion.

• Good prospects for high remuneration • Training and development • Creative and dynamic working environment • Friendly environment • Balance between work and private life • Competitive basic remuneration • Little chance of losing the job • Transparent rules of promotion • Managers supporting employees’ development • Funding further education • Attractive fringe benefits • Good reputation of a business • High ethical standards of a business • Other (please specify)

Thank you for completing this questionnaire!

Fluent Very good Good Working Basic No competence

Main strategy of studying

Additional studying strategy

English

German

French

Russian

Spanish

Italia

Dutch

Danish

Swedish

Norwegian Other (please specify)

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Attachment 5. Questionnaire used for e-survey of BPO/SSC centres’

employees

Dear Sir or Madam, We cordially invite you to participate in a short survey on improving skills and job satisfaction. You shall need no more than 7-8 minutes to complete it. We guarantee full anonymity. The answers of particular respondents shall be aggregated and used for statistical purposes only. The results of the survey shall be used to draft a report on a current condition of human resources in Metropolis Silesia. The survey is conducted upon consent and with the support of your HR Department and your management. Please proceed and we thank you in advance for giving answers to all the questions. Yours faithfully, HAYS Poland Team 1. Sex:

• Female • Male

2. Please indicate your age:

• Under 20 • 20-24 • 25-29 • 30-34 • 35-39 • 40-44 • 45-50 • Over 50

3. How long have you been working for your current employer?

• Less than one year • 1-2 years • 3-4 years • 5-6 years • Longer than 6 years

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4. What is your position?

• Junior Specialist • Specialist • Senior Specialist • Team Leader • Other – please specify

5. Please assess how much you agree with the opinio ns provided below by inserting a relevant number in a box.

1 – very much agree 2 – agree 3 – neither agree nor disagree 4 – disagree 5 – strongly disagree

I am satisfied with my working environment I am generally satisfied with my job I am satisfied with development opportunities provided by my employer. I am satisfied with my remuneration I am satisfied with cooperation with my team I am satisfied with my immediate superior I am satisfied with information flow and communication at my work place I am satisfied with the way innovations are introduced at my work place. I am satisfied with the way I work with our clients

Thank you for completing the questionnaire!

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LIST OF REFERENCES

• GUS (Central Statistical Office) database • Metropolis Silesia website: www.gzm.org.pl [accessed on: 13.01.2011] • ”SSC/BPO Sector in Poland” report commissioned by Business Services Leaders’

Association in Poland • Official websites of Metropolis Silesia cities [accessed on: 12.12.2010] • Top 500 businesses according to ”Polityka” weekly: www.lista500.polityka.pl [accessed

on: 13.01.2011] • Websites of schools based in Metropolis Silesia [accessed on: 08.12.2010] • Erasmus website: www.erasmus.org.pl [accessed on: 13.01.2011] • Results of Social Diagnosis opinion poll: www.diagnoza.com [accessed on: 13.01.2011] • Website of Project Management Institute Poland Chapter: www.pmi.org.pl [accessed on:

13.01.2011] • Website of Project Management Polska: www.spmp.org.pl [accessed on: 13.01.2011] • Website of LCCI International Qualifications Representative in Poland: www.lcci.org.pl

[accessed on: 13.01.2011] • Website of Voivodeship Employment Office in Katowice: www.wup-katowice.pl [accessed

on: 13.01.2011] • Website of County Employment Office in Katowice: www.pup.katowice.pl [accessed on:

13.01.2011] • ”Regional Job Market Monitoring Programme” – survey report, www.wup-katowice.pl

[accessed on: 13.01.2011] • ”Effectiveness of Job Market Active Measures in Silesia in 2008”, www.wup-katowice.pl

[accessed on: 13.01.2011] • Website of Association of Silesian Municipalities and Counties containing a list of

revitalization projects: www.rewitalizacja.silesia.org.pl [accessed on: 13.01.2011]

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