2016年第一季度 中国共享服务与外包 - kpmg€¦ · improve global delivery &...
TRANSCRIPT
![Page 1: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/1.jpg)
1© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
2016年第一季度
中国共享服务与外包
调研报告
![Page 2: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/2.jpg)
2© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
目录
1. 毕马威共享服务与外包咨询 第 3 页
2. 调研介绍 第 4 页
3. 业务前景 第 5 页
4. 内部共享服务中心 第 11 页
5. 外包服务 第 17 页
6.机械流程自动化 第 23 页
7. 毕马威联系方式 第 29 页
![Page 3: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/3.jpg)
3© 2016毕马威会计师事务所—香港合伙制事务所,是与瑞士实体—毕马威国际合作组织 (“毕马威国际”) 相关联的独立成员所网络中的成员。版权所有,不得转载。
毕马威共享服务与外包咨询毕马威帮助客户实现业务转型, 提升企业价值及应变能力,创造可持续的业绩表现。
我们的方法
我们的服务
我们是谁
毕马威共享服务与外包咨询在全球拥有超过1,000名专业人员,全球独立办事处网络
覆盖155个国家。我们的专业人员协助客户设计、建立并管理整个企业的信息技术
(IT)和业务流程。
我们从战略、组织结构、执行实施三个角度帮助客户管理整个信息技术与
业务流程生命周期,从而提升业务表现,为真正的业务转型奠定基础。
我们利用深入的专项研究、自动化工具、专有数据、敏锐的商业洞察
以及前瞻性的思维方式,为客户提供及时、客观、可行、实用的解决
方案。
![Page 4: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/4.jpg)
4© 2016毕马威会计师事务所—香港合伙制事务所,是与瑞士实体—毕马威国际合作组织 (“毕马威国际”) 相关联的独立成员所网络中的成员。版权所有,不得转载。
调研介绍毕马威共享服务与外包调研毕马威中国非常荣幸地公布2016年第一季度中国共享服务与外包调研报告。
调研对象: 评估主题: 主要职能领域:
— 毕马威中国大陆和香港的共享
服务与外包咨询顾问
— 企业(包括跨国企业、国有企
业、民营企业)
— 领先的全球业务、信息技术和
云服务提供商
— 毕马威市场研究
中国概况
— 业务前景、发展预期及动因
— 共享服务
— 内部共享服务中心
— 外包服务
机械流程自动化 (RPA) 及主要发现
— 财务和会计
— 人力资源
— 信息技术
— 客户服务
— 数据与分析
— 采购
2016 新增! — 从本季度开始,我们新增了关于机械流程自动化(RPA)的调研问题
![Page 5: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/5.jpg)
5© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
业务前景
![Page 6: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/6.jpg)
6© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
中国市场概况
70%的受访企业认为内部共享服务中心对于达成企业目标至关重要
在内部共享服务中心建立和运营过程中,人员经验和团队领导技能仍是企业面临的主要挑战
受访企业主要在流程设计、对标和风险管理等方面期望得到第三方的协助
企业对外包的偏好略有增加,但资金压力和变革管理仍是主要挑战
企业借助内部共享服务中心提升运营效率和效益,以便将更多精力专注于收入增长和市场竞争
企业仍然面临业绩增长压力,60%的受访企业预期未来收入增长低于10%
机械流程自动化(RPA)技术并未得到中国企业的足够关注和运用,而在全球范围内,该项技术的应用已成为热门趋势
![Page 7: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/7.jpg)
7© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
业务增长预期问题:贵公司业务未来一至二年的预期增长是多少?
企业 顾问
超过 20%
10% - 20%
0% -10%
负增长
0% 10% 20% 30% 40% 50% 40% 20% 10% 0%30%50% 60%
企业 顾问
![Page 8: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/8.jpg)
8© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
增长动因
企业 顾问
0% 10% 20% 10% 0%
资本资金渠道改善
销售和市场执行力增强
产品服务创新、研发回报提升
运营效率改善 – 运营成本降低、投资成本降低
运营效率及流程作业的改善
通过并购增长
商品/服务出口增长
国内商品/服务市场增长
政策环境改善
企业 顾问
问题:您认为未来一至二年促使贵公司业务增长的主要动因是什么?
![Page 9: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/9.jpg)
9© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
最大挑战
Revenue Growth
Increasing Net Income
Finding and Retaining Talent
Merger Execution and Integration
Managing Wage Inflation
Developing and Executing a Competitive…
Managing Supply Chain
Leveraging Technology
Restrictive Regulatory Environmnent
Increased Competition
Growing Exports
Slowing Business Demand
Access to Capital and funding
Slowing Demand for Core Products & Services
New Local Market Competitors
Reducing SG&A Costs
5% 0%10%5%0% 10% 15%企业 顾问
企业 顾问
问题:贵公司未来一至二年面临的最大挑战是什么?
降低销售和总体管理成本
本地新的竞争者
核心产品/服务需求下降
资本资金渠道
业务需求下降
出口增长
日益加剧的竞争
政策法规环境限制
技术应用
供应链管理
设计、执行有竞争力的业务战略
管理工资通胀
合并执行并一体化
找到并留住人才
净收入增长
利润增长
![Page 10: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/10.jpg)
10© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
内部共享服务中心的重要性 外包的重要性
Not important 1
2
3
4
Very important 5
30% 20%40%10%0% 20% 30% 10% 0%
内部共享服务中心的重要性 外包的重要性
Not important 1
2
3
4
Very important 5
企业
顾问
45% 30%60%15%0% 30% 45% 15% 0%
内部共享服务中心 外包
共享服务的重要性问题:共享服务(包括内部共享服务中心 / 外包服务)对实现贵公司未来两年的整体目标有多重要?
非常重要
不重要
非常重要
不重要
![Page 11: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/11.jpg)
11© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
内部共享服务中心
![Page 12: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/12.jpg)
12© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
管理层期望
企业 顾问
企业 顾问
Drive down ongoing costs
Improve in-scope process performanceand operations
Greater use of data analytics
Greater use of cloud
Greater of commercial enterprise software
Greater efficiencies gained(harmonization)
Increase scope of efforts
Improve talent/skills of resources
Improve governance of efforts
25% 20%20%5%0% 10% 15% 15% 10% 5% 0%
问题:贵公司/您的客户管理层对企业内部共享服务中心在未来两到三年的最大期望是什么?
更高的效率(协调统一)
提高人才资源及技能水平
组织结构治理改善
控制日常运营成本
改善流程绩效和运作能力
更好的运用云功能
更好的利用数据分析
更强大的商务企业软件
拓宽工作范围
![Page 13: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/13.jpg)
13© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
0% 5% 10% 15%
Gain access to external skills/talent/resources
Gain economies of scale
Productivity and efficiency gains
Improve financial flexibility/create more variable cost model
Improve global delivery & operating models
Improve process performance
No specific reasons/many competing reasons
Redirect resources to more strategic activities
Reduce future investment costs (CapEx)
Reduce operating costs (OpEx)
Support business growth/expansion agendas
Standardization, simplification and harmonization
顾问
顾问
采用共享服务的驱动因素问题:以下哪些驱动因素对您的客户采用或拓展内部共享服务中心具有重要意义?
提高效率和生产力
提高流程的绩效
降低运营成本(OpEx)
标准化、简化和协调化
获得规模效应
支持业务增长/扩张
降低未来投资成本(CapEx)
将资源分配到更具战略性的活动
无特殊原因/多种因素
改善全球的业务交付及运营服务模式
使财务职能更灵活,成本模式更可变
获得外部技术/人才/资源
![Page 14: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/14.jpg)
14© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
目前挑战
企业 顾问
企业 顾问
Lack of Executive Leadership
Lack of funding
Lack of Leadership Team Experience tomanage the center / relationship
Lack of operational team experience tomanage efforts/weak governance
Change Management Challenges
Lack of a viable business case,assumptions have changed
Inability to drive improvements andefficiencies
Inexperienced Governance Organization
Use of technology
Organizational structure design
20%5%0% 10% 15% 15% 10% 5% 0%
问题:贵公司共享服务中心(内部共享服务中心)当前面临的最大挑战是什么?
组织架构的设置
技术应用
治理团队的经验不足
无法提高和改善效率
不具备合理可行的商业考量
变革管理的挑战
运营团队缺少经验
管理团队缺少经验
缺少资金投入
缺少管理层的推动和领导
![Page 15: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/15.jpg)
15© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
第三方协助
企业 顾问
企业 顾问
Project Management
Stakeholder alignment
Stakeholder management
People and change management
Scope Assessment
Process design
Business case
Risk assessment and mitigation
Location assessment
Retained organization design
Transition support
Governance structure and design
Continuous improvement
Benchmarking / health check
5% 0%10%5%0% 10% 15%
问题:请问对于共享服务(内部共享服务中心),哪些方面贵公司/您的客户期待获得第三方支持?
利益相关者的合作
行业标杆评估及“体检”
持续性改善
组织结构治理设计
转型支持
剩余部分组织的设计
选址评估
风险评估及应对策略
商业案列
流程设计
范围评估
人员及变革管理
利益相关者管理
项目管理
![Page 16: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/16.jpg)
16© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
客户需求
0% 5% 10% 15%
Administrative services
Customer care / Customer Service
Data and analytics
Documentation services (scanning, print, mail)
Finance & accounting
Human resources
Industry specific services
Information technology
Real estate & facilities management
Research & development
Supply Chain - Sourcing & Procurement
Sales Support & Marketing Research
顾问
顾问
问题:您认为现在(或未来的二十四个月),您的客户主要在哪些领域有内部共享服务中心的需求?
销售支持及市场营销研究
供应链 - 采购
研究开发
房地产及设施管理
信息技术
行业独有的服务
人力资源
财务与会计
文档管理服务(扫描、打印、邮件)
数据及分析
客户服务
行政工作
![Page 17: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/17.jpg)
17© 2016毕马威会计师事务所—香港合伙制事务所,是与瑞士实体—毕马威国际合作组织 (“毕马威国际”) 相关联的独立成员所网络中的成员。版权所有,不得转载。
外包服务
![Page 18: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/18.jpg)
18© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
企业 顾问
Drive down ongoing costs
Improve in-scope process performance andoperations
Greater use of data analytics
Greater use of cloud
Greater of commercial enterprise software
Greater efficiencies gained (harmonization)
Increase scope of efforts
Improve talent/skills of resources
Improve governance of efforts
25% 20%20%5%0% 10% 15% 15% 10% 5% 0%
管理层期望问题:贵公司/您的客户管理层对外包服务在未来两到三年的最大期望是什么?
企业 顾问
更高的效率(协调统一)
提高人才资源及技能水平
组织结构治理改善
控制日常运营成本
改善流程绩效和运作能力
更好的运用云功能
更好的利用数据分析
拓宽工作范围
更强大的商务企业软件
![Page 19: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/19.jpg)
19© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
0% 5% 10% 15%
Gain access to external skills/talent/resources
Gain economies of scale
Productivity and efficiency gains
Improve financial flexibility/create more variable cost model
Improve global delivery & operating models
Improve process performance
No specific reasons/many competing reasons
Redirect resources to more strategic activities
Reduce future investment costs (CapEx)
Reduce operating costs (OpEx)
Support business growth/expansion agendas
Standardization, simplification and harmonization
顾问
采用共享服务的驱动因素问题:以下哪些驱动因素对您的客户采用或拓展外包服务具有重要意义?
提高效率和生产力
提高流程的绩效
降低运营成本(OpEx)
标准化、简化和协调化
获得规模效应
支持业务增长/扩张
降低未来投资成本(CapEx)
将资源分配到更具战略性的活动
无特殊原因/多种因素
改善全球的业务交付及运营服务模式
使财务职能更灵活,成本模式更可变
获得外部技术/人才/资源
顾问
![Page 20: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/20.jpg)
20© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
企业 顾问
Lack of Executive Leadership
Lack of funding
Lack of Leadership Team Experience tomanage the center / relationship
Lack of operational team experience to manageefforts/weak governance
Change Management Challenges
Lack of a viable business case, assumptionshave changed
Inability to drive improvements and efficiencies
Inexperienced Governance Organization
Use of technology
Organizational structure design
20%5%0% 10% 15% 15% 10% 5% 0%
目前挑战问题:贵公司共享服务中心(外包服务)当前面临的最大挑战是什么?
企业 顾问
组织架构的设置
技术应用
治理团队的经验不足
无法提高和改善效率
不具备合理可行的商业考量
运营团队缺少经验
管理团队缺少经验
缺少资金投入
缺少管理层的推动和领导
变革管理的挑战
![Page 21: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/21.jpg)
21© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
企业 顾问
Service provider identification and assessment
RFP development / Management
Opportunity case / Business case
Scope definition
Service level / reporting requirements
Site selections
Retained organizational design / restructuring
Negotiations support
Transition project management office support
Governance structure design
Benchmarking
20%5%0% 10% 15% 15% 10% 5% 0%
第三方协助
企业 顾问
问题:请问对于共享服务(外包服务),哪些方面贵公司/您的客户期待获得第三方支持?
供应商的甄选和评估
行业标杆评估
组织结构治理设计
转型项目管理支持
协商阶段支持
剩余部分的组织设计
地点选择
服务外包/报告要求
范围定义
机会个案/商业案例
RFP 进展/管理
![Page 22: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/22.jpg)
22© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
Advisor
0% 5% 10% 15%
Administrative services
Customer care / Customer Service
Data and analytics
Documentation services (scanning, print, mail)
Finance & accounting
Human resources
Industry specific services
Information technology
Real estate & facilities management
Research & development
Supply Chain - Sourcing & Procurement
Sales Support & Marketing Research
客户需求
顾问
问题:您认为现在(或未来的二十四个月),您的客户主要在哪些领域有外包服务的需求?
销售支持及市场营销研究
供应链 - 采购
研究开发
房地产及设施管理
信息技术
行业独有的服务
人力资源
财务与会计
文档管理服务(扫描、打印、邮件)
数据及分析
客户服务
行政工作
![Page 23: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/23.jpg)
23© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
机械流程自动化(RPA)
![Page 24: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/24.jpg)
24© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
数字化劳动力(又名机械流程自动化或自动化识别)指的是能够帮助企业实现业务流程及运营自动化的相关技术。其中不仅包括可实现基本业务流程自动化的技术,如工作流、屏幕抓取和规则引擎等等,还包括可实现更具战略性业务自动化的涉及识别处理和人工智能要素的复杂技术。
该类技术将推动商业模式发生巨大转变,传统劳动力将逐渐被数字技术所代替。而正是在自然语言处理、机械智能、数字化参与度、分析、大数据、社交、移动和云计算等领域的重大进展推动了该类技术的发展。
范围从基本的光学字符识别(OCR)/屏幕抓取技术开始,该类技术处于现有IT架构组件的顶端。其最高阶形态则同人类一样,通过从多个来源解释数据,制定决策。.
改变企业运作方式趋向数字技术代替劳动力
![Page 25: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/25.jpg)
25© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
数字化劳动力优势
Source: The Outsourcing Institute, Three Secrets Your Traditional Service Providers Are Not Telling You, June 2014
2.0 时代:
劳动力自动化1.0 时代:
劳力套利
40 - 75 %15 - 30 %相关职能部门成本减少成本减少
依赖于劳动力规模的商业模式
自定义/复杂的遗留系统:
“以更低的成本完成你不愿意做的事情”
持续利用低成本劳动力提供价值
收益/利润与人相关
以技术实现商业模式可扩展性,很大程度上不依赖于劳动力增长
不断变革的系统 – 业务运作新方式
一次性(间断)访问执行手动编程的分析员
收益/利润与人无关
数字化商业模式
云移动设备社交 数据/
分析识别
![Page 26: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/26.jpg)
26© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
RULES
ENGINES
WORK
FLOWSCREEN
SCRAPING
Machine
Learning
Large-scale
Processing
Adaptive
Alteratio
n
Artificial
Intelligence
“Big Data”
Analytics
Natural
Language
Processin
g
Processing of
Unstructured
Data & Base Knowledge
» 宏的应用
» 使用屏幕抓取收集数据
» 工作流
» Visio式构件
» 流程图
» 业务流程管理“BPM”
基本机械流程自动化 (RPA)1» 知识库的建立
» 学习能力(如“学习辅助”)
» 处理非结构化数据能力
» 模式识别
» “读取”源数据手册(例如NLP)
增强的流程自动化2» 人工智能» “教学”对“编程”» 自然语言识别与处理» 自优化/自学习» 超数据集的消化处理» 预测分析» 生成假设» 循证学习
自主/识别3
数字化劳动力自动化(DLA)
» 帮助客户熟悉产品服务
» 开户
» 款项支付
» 交叉检查多个系统的结构化和非结构化数据,以确保合规性
» 可快速解决客户问题,引导用户至正确信息的智能虚拟个人助理
主要金融服务供应商的高价值使用案例
![Page 27: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/27.jpg)
27© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
机械流程自动化(RPA)-全球调研
43%
36%
15%
5%
1%
基本流程自动化
38%
32%
19%
9%
2%
增强的流程自动化
28%
28%
22%
14%
8%
自动化识别
问题:贵公司与机械流程自动化、应用自动化识别技术相关的部署工作目前处于哪一阶段?
在全公司实施上线在部分职能部门实施上线试点运行自学和计划阶段无任何部署
数据源:2015年第四季度毕马威全球调研
![Page 28: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/28.jpg)
28© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
企业 顾问
顾问
No activity
Self-education andplanning
Experimenting andrunning pilots
Live implementations
60% 40%80%20%0% 40% 60% 20% 0%0% 20% 40%
Source to Procure
Procure to Pay
Quote to Cash
Record to Report
Finance & accounting - Other
Supply chain/procurement -Other
Human resources
Information technology
Customer care
在全球范围内,毕马威观察到大规模的跨职能RPA部署,而中国企业对RPA的认识仍十分有限,几乎未对该项技术进行任何应用
供应链 / 采购 – 其他
信息技术
人力资源
财务与会计 – 其他
客户服务
记录到报告
报价到现金
采购到付款
寻源到采购
问题:贵公司/您的客户与实现流程自动化、应用自动化识别技术相关的部署工作目前处于哪一阶段?
机械流程自动化(RPA)- 中国地区调研
RPA相关部署工作阶段
实施上线
试点运行
自学和计划阶段
无任何部署
公司涉及RPA技术的流程领域
企业
数据源:2016年第一季度毕马威中国调研
![Page 29: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/29.jpg)
29© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a
Swiss entity. All rights reserved.
毕马威联系方式
![Page 30: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/30.jpg)
30© 2016毕马威会计师事务所—香港合伙制事务所,是与瑞士实体—毕马威国际合作组织 (“毕马威国际”) 相关联的独立成员所网络中的成员。版权所有,不得转载。
毕马威联系方式
主管合伙人
上海
菲利浦
合伙人
北京
崔凯
合伙人
香港
欧乐恒
总监
上海
朱咏
总监
广州
杨育彬邵伟
总监
北京
![Page 31: 2016年第一季度 中国共享服务与外包 - KPMG€¦ · Improve global delivery & operating models Improve process performance ... 改善全球的业务交付 ... Continuous](https://reader030.vdocuments.net/reader030/viewer/2022012922/6050508daca56443607b4f3e/html5/thumbnails/31.jpg)
© 2016 KPMG, a Hong Kong partnership and a member firm of the KPMG network of independent member firms
affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.
The information contained herein is of a general nature and is not intended to address the circumstances of any
particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no
guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the
future. No one should act on such information without appropriate professional advice after a thorough examination of
the particular situation.