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中国商业流程外包行业的形势及发展探析

中国商业流程外包行业的形势及发展探析. LIOW Zen Pin (廖倫平) Director, Solution & Delivery Managed Business Process Services, IBM Greater China liowzp@cn.ibm.com May 22 nd 2010, Rugao, Jiangsu . A China Software and Service Outsourcing Network event . 中国已经被战略性定位于支持大量的 BPO 工作的国家，尤其是那些有特定的语音 / 语言支持需求的区域。.

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中国商业流程外包行业的形势及发展探析

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  1. 中国商业流程外包行业的形势及发展探析 LIOW Zen Pin (廖倫平) Director, Solution & Delivery Managed Business Process Services, IBM Greater China liowzp@cn.ibm.com May 22nd 2010, Rugao, Jiangsu A China Software and Service Outsourcing Network event

  2. 中国已经被战略性定位于支持大量的BPO工作的国家，尤其是那些有特定的语音/语言支持需求的区域。中国已经被战略性定位于支持大量的BPO工作的国家，尤其是那些有特定的语音/语言支持需求的区域。 Eastern Europe Romania Latvia/Lithuania Slovakia Poland China Shanghai Shenzhen Chengdu Dalian Wuhan North America Michigan India Bangalore Kolkata Chennai Gurgaon/Delhi/Noida Hyderabad Pune Mexico Monterrey Guadalajara Mexico City Philippines Manila Cebu Egypt Cairo Vietnam Ho Chi Minh City Brazil Belo Horizonte Rio de Janeiro Hortolandia São Paulo Malaysia Kuala Lumpur Argentina Buenos Aires English 如何让中国的BPO企业变得越来越有竞争力？ Mandarin, Japanese, Korean, Cantonese European Malay, Thai, Vietnamese

  3. 企业/CXO战略导向对于推动外包决定和BPO产业的重要意义企业/CXO战略导向对于推动外包决定和BPO产业的重要意义 为什么企业选择商业流程外包服务？ N : 736 Source: IDC’s Asia Pacific Business Process Outsourcing Study, June 2009 其他的考量因素： • Mitigation of risk in putting all back office in India-减轻把所有外包服务集中在印度的风险 • Closer to their largest market – China-更贴近他们的最大市场-中国 • Flexible approach to generate new growth-以灵活变通的方式来引发新的增长 • Reduce capital expenditure-减少资本性支出

  4. BPO 企业的品牌以及成本控制能力是其成功的关键因素 N : 736 Source: IDC’s Asia Pacific Business Process Outsourcing Study, June 2009 选择BPO企业的考量因素 On a scale of 1-7 where 1=least important and 7=most important 其他考量因素： • Overall client coverage-客户的覆盖面(CEO, CFO, COO, CTO/CIO, CMO etc.) • Similarity in business culture & value-相似的商业文化及价值观 • Hosted tools / assets-旗下拥有的外包服务工具和设施 • Business analytic capabilities-商业流程分析能力 • 全球化视野 – for Chinese MNCs with presence outside China

  5. IBM公司的愿景是通过我们的服务，提供给客户全球化的、有效促进业绩的多方位服务。IBM公司的愿景是通过我们的服务，提供给客户全球化的、有效促进业绩的多方位服务。 Consult （咨询） Customer Management （客户管理） Logistics Distribution （物流） Consumer Marketing （消费市场） Product Development （产品改进） Manufacturing （生产） Procurement （采购） Design / Build （设计规划） Managed Business Process Services Industry Verticals: • Banking Back Office （银行后台业务） • Insurance Administration （保险行政） • Mortgage Origination （按揭贷款收费业务） • Health Care（健康管理） • Telco （呼叫中心） Manage （管理） Finance & Administration (财务行政流程） Procurement & Supply Chain Management （采购与供应链管理） Customer Relationship Management (客户关系管理） Human Resources & Learning （人力资源与培训） Operate（运营） Application Management Services（应用管理服务） Strategic Outsourcing（ 战略外包）| Hosting Infrastructure（基础建设） Hardware（硬件）| Software(软件）| Smarter Planet (智慧的地球） Hardware | Software | Smarter Planet Languages（语言） English, Mandarin, Cantonese, Japanese, Korean, Malay, Thai, Vietnamese

  6. Standards, people, methods, quality 执行标准，人员培训，方法论，质量控制 Delivery Excellence BTO University Six Sigma Standardisation Our strategic partners Assets & New Offerings 外包服务设施以及最新动态 TVC / Call Collector / IEX AR Collect, P2P, GERS Business Analytics / Redpill Recruitment Outsourcing Select Learning Mortgage originationAccelerators, Methods and Tools 加速器，方法论，工具 Portal HR Integration Discovery Lite Learning Management System Compensation Recruitment Reporting & Analytics Performance Management Core HRSystem of Record Payroll Services Delivery Excellence IBM Select Learning e-Learning Content Consulting Services Talent Management & Succession Planning Training Administration & Reporting Learner Support Existing Third Party Providers Content Development Application Hosting and Support Account Management Integrated Self-Service & Knowledge Base Vendor Management Core Solution Add-On Services HR & Learning Portal Learning & Training Services Contact Center Technology Rapid Implementation Call/Case Management Telephony: CCSI IVR/CTI Satisfaction and Exit Surveys eHR 我们在最佳实践，资产和工具方面的长期投资确保了客户满意度以及IBM持续的发展力和高效生产力 Customers Easy to use Comprehensive IBM’s Integrated Delivery Model and Platform Line/Field Tier 0 Tier 1 Tier 2 Tier 3 Executive ESS/MSS HR Inquiry HR Consultants Easy to understand Service Unit Line/Field Manager Contextual HR Information Fast Transactions Manager Services Generalists Specialists Web, Integrated Employee desktops Call/Case Subject Matter Experts (and Retiree) & kiosks Mgmt Tool & KB Consistent Applicant Personalised HRIS Knowledge Third Party Other Employee Facilitated Single Sign On eHR Management Providers Data

  7. 在美国IDC最近的一期BPO的企业用户的调查中，IBM在移管能力/优化成本能力/整合以及创新能力方面位列第一在美国IDC最近的一期BPO的企业用户的调查中，IBM在移管能力/优化成本能力/整合以及创新能力方面位列第一 • Transformation: Ability to strategically transform a company’s business • Cost optimization: Vendors whose primary value for service delivery is around providing cost savings and is cost driven • Integration: Vendors that can provide both ITO and BPO most effectively • Innovation: Vendors that can provide a company with innovation that helps transform their processes and the underlying technologies to either new technology-based processes or new service models Source: IDC User Survey of U.S. BPO Customers, Feb. 09, IDC # #216191e

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