WORLD BUSINESS |
| Hello, India? I Need Help With My Math By STEVE LOHR Published: October 31, 2007 |
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| Adrianne Yamaki, a 32-year-old management consultant in New York, travels constantly and logs 80-hour workweeks. So to eke out more time for herself, she routinely farms out the administrative chores of her life making travel arrangements, hair appointments and restaurant reservations and buying theater tickets to a personal assistant service, in India. Kenneth Tham, a high school sophomore in Arcadia, Calif., strives to improve his grades and scores on standardized tests. Most afternoons, he is tutored remotely by an instructor speaking to him on a voice-over-Internet headset while he sits at his personal computer going over lessons on the screen. The tutor is in India. The Bangalore butler is the latest development in offshore outsourcing. The first wave of slicing up services work and sending it abroad has been all about business operations. Computer programming, call centers, product design and back-office jobs like accounting and billing have to some degree migrated abroad, mainly to India. The Internet, of course, makes it possible, while lower wages in developing nations make outsourcing attractive to corporate America. The second wave, according to some entrepreneurs, venture capitalists and offshoring veterans, will be the globalization of consumer services. People like Ms. Yamaki and Mr. Tham, they predict, are the early customers in a market that will one day include millions of households in the United States and other nations. They foresee an array of potential services beyond tutoring and personal assistance like health and nutrition coaching, personal tax and legal advice, help with hobbies and cooking, learning new languages and skills and more. Such services, they say, will be offered for affordable monthly fees or piecework rates. "Consumer services delivered globally should be a huge market," observed K. P. Balaraj, a managing director of the Indian arm of Sequoia Capital, a venture capital firm in Silicon Valley. But globalization of consumer services faces daunting challenges, both economic and cultural. Offshore outsourcing for big business thrived partly because the jobs were often multimillion-dollar contracts and the work was repetitive. In economic terms, there were economies of scale so that the most efficient Indian offshore specialists could become multibillion-dollar companies like Infosys Technologies, Tata Consultancy Services and Wipro Technologies. |
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| It is not all clear that similar economies of scale can be achieved in the consumer market, where the customers are individual households and services must be priced in tens or hundreds of dollars. Then there are the matters of language, accent and cultural nuance that promise to hamper the communication and understanding needed to deliver personal services. Already, some American consumers voice frustrations in dealing with customer-service call centers in India. At the least, the spread of remotely delivered personal services will be a real test of globalization at the grass-roots level. Even optimists acknowledge the obstacles. In a report this year, Evalueserve, a research firm, predicted that "person-to-person offshoring," both consumer services and services for small businesses, would grow rapidly, to more than $2 billion by 2015. Yet consumer services, in particular, are in a "nascent phase," said Alok Aggarwal, chairman of Evalueserve and a former I.B.M. researcher. "It's promising, but it's not clear yet that you can build sizable companies in this market." Veterans of the business offshoring boom predict an emerging market, but most are not investing. Nandan M. Nilekani, co-chairman of Infosys, said there is "definitely an opportunity in the globalization of consumer services," and he listed several possibilities, even psychological counseling and religious confessionals. But, he added in an e-mail message, "This is just 'blue sky' thinking! We have no business interest at this point in this direction." What the offshore consumer services industry needs, it seems, is a solid success story in some promising market |
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| A leading candidate to watch, according to analysts, is TutorVista, a tutoring service founded two years ago by Krishnan Ganesh, a 45-year-old Indian entrepreneur and a pioneer of offshore call centers. Concerns about the quality of K-12 education in America and the increased emphasis on standardized tests is driving the tutoring business in general. Traditional classroom tutoring services like Kaplan and Sylvan are doing well and offer online features. And there are other remote services like Growing Stars, Tutor.com and SmarThinking. Yet TutorVista, analysts say, is different in a number of ways. Other remote tutoring services generally offer hourly rates of $20 to $30 instead of the $40 to $60 hourly charges typical of on-site tutoring. By contrast, TutorVista takes an all-you-can-eat approach to instruction. Its standard offering is $99 a month for as many 45-minute tutoring sessions as a student arranges. TutorVista also stands out for its well-known venture backers, its scale and its ambition. The two-year-old company has raised more than $15 million from investors including Sequoia, Lightspeed Venture Partners and Silicon Valley Bank. TutorVista employs 760 people, including 600 tutors in India, a teaching staff it plans to double by year-end. Its 52-person technical staff has spent countless hours building the software system to schedule, monitor and connect potentially tens of thousands of tutors with students oceans away. "Our vision is to be part of the monthly budget of one million families," Mr. Ganesh said. It is a long-term goal. To date, TutorVista has signed up 10,000 subscribers in the United States, and its British service, rolled out in September, has 1,000. Further gains will depend on winning over more customers like the Tham family in California. Since he was in elementary school, Kenneth has had stints of conventional tutoring, often in classroom settings with up to 10 other students. At times, this cost the family up to $500 a month. Last year, Ernest Tham, a truck driver, noticed a reference to TutorVista on a Web site and suggested his son give it a try. "Kenneth was apprehensive at first, and I wasn't sure how it would work," Mr. Tham said. "But, shocking to say, it's gone very well." Kenneth said he initially found it "very unusual, not seeing another person. You get used to it, though. It's not a problem." He schedules one or two sessions nearly every day, mainly for English and chemistry. With a digital pen and palette, he writes sentences and grammar exercises, for example, and his work appears on his computer screen and on the screen of his tutor. They discuss the lessons using Internet-telephone headsets. "You can also get help with homework problems," Kenneth said, "but they're not supposed to do all your homework for you." In a year with the TutorVista service, Kenneth has improved both his grades and standardized test scores, his father said. Ramya Tadikonda has tutored Kenneth Tham, among many others, from her home in Chennai, India. To achieve its ambitions, TutorVista must recruit, train and retain thousands of tutors like her. Ms. Tadikonda, 26, is a college graduate who had previously worked as a software and curriculum developer for a math Web site for students, but left to raise her children. Earlier this year, she joined TutorVista, took the company's 60-hour training course, followed by tests and practice sessions for two months. She now works about 24 hours a week as a math and English tutor and makes about $200 a month. Ms. Tadikonda says she enjoys tutoring and the flexible hours. "You can have a career and still spend time with your family," she said. "I never thought I could do that." The timing is right for global tutoring, according to John J. Stuppy, TutorVista's president and a former executive at Sylvan Learning, the Educational Testing Service and The Princeton Review. Improved Internet technology and the ability to tap of vast pool of educated instructors at low cost are crucial ingredients. "It becomes possible to make high-quality, one-on-one tutoring affordable and accessible to the masses," said Mr. Stuppy, who joined TutorVista last year. Steve Ludmer, 28, and his partner Avinash G. Samudrala, 27, are betting the time is right for another kind of global consumer service. They left lucrative jobs in management consulting and private equity to start a remote personal assistant service, called Ask Sunday, which began in July. The company is based in New York, but its work force is mostly in India. It is one of a handful of startups trying to create a business in offshore personal assistant service. Some, like GetFriday, charge hourly rates of $15 or so, but Ask Sunday has a per-request model, $29 a month for 30 requests a month or $49 for 50. The requests can be unusual. A few subscribers had Ask Sunday search online dating services for short lists of people who meet their criteria. But the requests are mainly to help busy people like Ms. Yamaki, the New York management consultant, free up time and outsource hassles. During a late meeting at the office recently, Ms. Yamaki said, she sent a one-line e-mail message from her laptop that told Ask Sunday to order her usual meals from her favorite Manhattan restaurant, for delivery at 9:30 p.m. When the meeting ended, her take-out food was waiting. To handle such personal chores, Ms. Yamaki has handed Ask Sunday a wealth of personal information, including credit card numbers, birth dates of family and friends and phone numbers for doctors, car services, favorite restaurants and others. She finds the convenience well worth it. "The service is great in a pinch to make your life a little smoother," Ms. Yamaki said. "And it's available 24 hours a day, which is more than you can expect from a personal assistant at work." |
Thursday, November 1, 2007
Aló India ?, necesito ayuda con mis matemáticas.
Wednesday, October 31, 2007
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DePapaya.com - Manejo fácil del Conocimiento aprovechando Internet- |
Tuesday, October 30, 2007
La banda ancha aprieta el acelerador
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Wednesday, October 17, 2007
Silicon Valley-De nuevo las "empresitas digitales" se llenan de dólares.
BUSINESS Media & Advertising
"More than 1.3 billion people around the world use the Internet, many with speedy broadband connections and a willingness to immerse themselves in digital culture." |
Silicon Valley Start-Ups Awash in Dollars, Again By BRAD STONE and MATT RICHTEL Published: October 17, 2007 |
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| SAN FRANCISCO, Oct. 16 Silicon Valley's math is getting fuzzy again. Great Expectations Internet companies with funny names, little revenue and few customers are commanding high prices. And investors, having seemingly forgotten the pain of the first dot-com bust, are displaying symptoms of the disorder known as irrational exuberance. Consider Facebook, the popular but financially unproven social network, which is reportedly being valued by investors at up to $15 billion. That is nearly half the value of Yahoo, a company with 38 times the number of employees and, based on estimates of Facebook's income, 32 times the revenue. Google, which recently surged past $600 a share, is now worth more than I.B.M., a company with eight times the revenue. More broadly, Internet start-ups are drawing investment based on their ability to build an audience, not bring in revenue the very alchemy that many say led to the inflation and bursting of the dot-com bubble. The surge in the perceived value of some start-ups has even surprised some entrepreneurs who are benefiting from it. A year ago, Yahoo invested in Right Media, a New York-based company developing an online advertising network. Yahoo's investment valued the firm at $200 million. Six months later, when Yahoo acquired Right Media outright, the purchase price had swelled to $850 million. What changed? According to Right Media's chief technology officer, Brian O'Kelley, very little, except that Yahoo's rivals, Microsoft and Google, were writing billion-dollar checks to buy online advertising networks, and Yahoo thought it needed to pay any price to keep up. "I have to say I giggled," Mr. O'Kelley, 30, said of the deal that earned him millions. He has since left Right Media and is starting another company. "There is no way we quadrupled the value of the company in six months." The trend is described as a return to madness (by skeptics) or as a rational approach to unlimited opportunities presented by the Internet (by true believers). Greed, fear and a desperate rush to pick the next big winner are all adding fuel to the fire that is Silicon Valley's resurgence. "There's definitely a lot of betting going on, and it's not rational," said Tim O'Reilly, a technology conference promoter and book publisher. Mr. O'Reilly is credited with coining the phrase "Web 2.0," which refers to a new generation of Web sites that encourage users to contribute material. His Web 2.0 conference, which begins Wednesday in San Francisco, has become a nexus for the optimism around the latest set of society-changing online tools. But that has not stopped Mr. O'Reilly from worrying that the industry is minting too many copycat companies, half-baked business plans and overpriced buyouts. When the bubble inevitably pops, he said, "there are going to be a lot of people out of work again." Putting a value on start-ups has always been a mix of science and speculation. But as in the first dot-com boom and the recent surge in housing, seasoned financial professionals are seeming to indulge in some strange instinct to turn away from the science and lean instead on the speculation. This time around, people indulging in that optimistic thinking are not mom-and-pop investors or day traders but venture capitalists whose coffers are overflowing with money from university endowments and hedge funds. Many of those financial professionals say that this time, everything is different. More than 1.3 billion people around the world use the Internet, many with speedy broadband connections and a willingness to immerse themselves in digital culture. The flood of advertising dollars to the Web has become an indomitable trend and a proven way for these start-ups to make money, while the revenue models of the dot-coms of yesteryear were often little more than sleight of hand. "The environmental factors are much different than they were eight years ago," said Roelof Botha, a partner at Sequoia Capital and an early backer of YouTube. "The cost of doing business has declined dramatically, and traditional media companies have also woken up to the opportunities of the Web. "That does open up the aperture for a different outcome this time," he said. Some trace the start of the new bubble to eBay's $3.1 billion acquisition of the Internet telephone start-up Skype in 2005. EBay's chief executive, Meg Whitman, reportedly outbid Google for the company. This month, eBay conceded it had grossly overpaid for Skype by about $1.43 billion, and announced that Niklas Zennstrom, a Skype co-founder, had left the company. Google's acquisition of YouTube last year for $1.65 billion, under similarly competitive bidding, might have accelerated the transition to loftier values. Google executives and many analysts argued that YouTube was well worth the price tag if it became the next entertainment juggernaut. It still might. More than 205 million people visit YouTube each month, according to the research firm comScore. Still, Citigroup estimated that YouTube would bring in $135 million in revenue next year. At that rate, YouTube would have to grow considerably to account for just 5 percent of Google's annual revenue of nearly $12 billion. "We are almost going back to year 2000 types of errors," said Aaron Kessler, an Internet analyst at Piper Jaffray. Internet companies "are buying users instead of revenue and profitability," he said. The Skype and YouTube windfalls helped to give the newest batch of Internet entrepreneurs dreams of improbable wealth. They also brought back practices that had seemingly been discredited during the first boom. For example, in the first dot-com gold rush, Internet companies did not have to make money to acquire serious investments dollars. Now that once again is true. Twitter, a company in San Francisco that lets users alert friends to what they are doing at any given moment over their mobile phones, recently raised an undisclosed amount of financing. Its co-founder and creative director, Biz Stone, says that the company was not currently focused on making money and that no one in the company was even working on how to do so. "At the moment, we're focused on growing our network and our user experience," he said. "When you have a lot of traffic, there's always a clear business model." That is not necessarily illogical in the current climate. A European competitor, Jaiku, which is similarly devoid of a mature business model, was acquired last week by Google for an undisclosed sum. With the competitive logic that prevails at the major Internet companies, the deal might have further raised Twitter's appeal to Google's rivals. The high value placed on many start-ups and minimal requirements for financial performance are raising expectations of other entrepreneurs. Sharon Wienbar, managing director of Scale Ventures Partners, an investment firm, cited the $100 million valuation that investors gave to the Internet genealogy site Geni.com, founded last year in Los Angeles by a veteran of PayPal. "Now every entrepreneur thinks he should get that," Ms. Wienbar said. "I have a feeling a lot of entrepreneurs are secretly meeting for beers on the Peninsula, saying, 'Hey, look what I got.'" Mr. O'Kelley, formerly of Right Media, said other entrepreneurs had begun to think that the financing game is best played by avoiding actual revenues since that only limits the imagination of investors. "It's a screwed-up incentive structure, just like you had in the first bubble," he said. Another company benefiting from the exuberance is Ning, which allows users to create their ownMySpace-style ad-supported social networks. It was recently valued by investors at more than $200 million, mainly because its main backer and founder, Marc Andreessen, has a successful history with the Internet hits Netscape and Opsware. Mr. Andreessen argues on his blog that there is no bubble and that the high prices represent a rational desire to stake a claim in the potentially huge markets of the future. But he acknowledges that a seemingly inexhaustible flood of capital into Silicon Valley is helping to power the boom. Venture capitalists are flush with cash from institutional investors, eager for Internet-style returns on their money. "The upward valuations pressure is the result of decisions being made by people wearing suits in cities like New York and Boston who would never ever meet with start-ups," Mr. Andreessen said in an interview. "If that ever goes away, it will have consequences. But it doesn't look like they will change their minds." |