ibm managed business process services (mbps) 中国商业流程外包行业的形势及发展探析...

IBM Managed Business Process Services (MBPS)

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 & DeliveryManaged Business Process Services, IBM Greater [email protected]

May 22nd 2010, Rugao, Jiangsu

A China Software and Service Outsourcing Network event A China Software and Service Outsourcing Network event

IBM Managed Business Process Services

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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。

MexicoMonterreyGuadalajaraMexico City

Brazil Belo Horizonte Rio de Janeiro Hortolandia São PauloArgentina

Buenos Aires

Eastern Europe Romania Latvia/Lithuania Slovakia Poland

Egypt Cairo

India Bangalore Kolkata Chennai Gurgaon/Delhi/Noida Hyderabad Pune

VietnamHo Chi Minh City

Philippines Manila Cebu

ChinaShanghai ShenzhenChengduDalianWuhan

North AmericaMichigan

MalaysiaKuala Lumpur

EnglishEnglish

Mandarin, Japanese, Korean, CantoneseMandarin, Japanese, Korean, Cantonese

EuropeanEuropean

Malay, Thai, VietnameseMalay, Thai, Vietnamese

如何让中国的 BPO企业变得越来越有竞争力？

如何让中国的 BPO企业变得越来越有竞争力？


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

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

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

0 10 20 30 40 50 60 70

Unsuccessful HW/SW implementation

M&A, divestiture

Link IT w ith business performance

High cost of upgrading HW/SW

Current economic dow nturn

New corporate direction

Focus on core competencies

Cost saving

%

MNC

Local


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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

0 1 2 3 4 5 6 7

Location of center

Vendor track record

Vendor f lexibility

Vendor capability

Technology

Cost

Security (data safety)

MNC

Local

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

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

选择 BPO 企业的考量因素


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Strategic Outsourcing （战略外包） | Hosting

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。

Operate （运营）

Managed Business Process Services

Hardware | Software | Smarter Planet

Design / Build（设计规划）

Manage（管理）

Application Management Services （应用管理服务）

Infrastructure（基础建设）

Consult（咨询）

Finance & Administration( 财务行政流程）

Human Resources &

Learning （人力资源与培

训）

Customer Relationship Management

( 客户关系管理）

Procurement &Supply Chain Management

（采购与供应链管理）

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）

Product Development（产品改进）

Procurement（采购）

Manufacturing（生产）

LogisticsDistribution

（物流）

ConsumerMarketing

（消费市场）

Customer Management（客户管理）

English, Mandarin, Cantonese, Japanese, Korean, Malay, Thai, VietnameseLanguages（语言）

Hardware （硬件） | Software( 软件） | Smarter Planet ( 智慧的地球）


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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

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 origination

Accelerators, Methods and Tools加速器，方法论，工具 Portal HR Integration Discovery Lite

Delivery Excellence

Contextual

Comprehensive

Integrated

Easy to use

Easy to understand

Fast

Consistent

PersonalisedFacilitated Single Sign On

Core SolutionAdd-On Services

IBM Select Learning

Learning Management

System

Learner Support

Training Administration &

Reporting

Application Hosting and

Support

Rapid Implementation

Account Management

e-Learning Content

Vendor Management

Con

tent

Dev

elop

men

t Consulting S

ervices

Tier 0 Tier 1 Tier 2 Tier 3

HR Consultants

Subject Matter Experts

HRIS Knowledge

Management

Other Employee

Data

Third Party

Providers

Customers

Applicant

Employee(and Retiree)

Line/Field

Manager

HR

Manager

Line/Field

Executive

Web,

desktops

& kiosks

HR Inquiry

Service Unit

Information

Transactions

Services

SpecialistsGeneralists

Call/Case

Mgmt Tool& KB

ESS/MSS

Contextual

Comprehensive

Integrated

Easy to use

Easy to understand

Fast

Consistent

Personalized Facilitated Single Sign On

eHR

IBM’s Integrated Delivery Model and Platform

Performance Management

Core HRSystem of Record

Learning & Training Services

Call/Case Management Telephony: CCSI IVR/CTI

Satisfaction and Exit Surveys

Existing Third Party

Providers

Integrated Self-Service & Knowledge Base

Contact Center

Technology

Compensation

HR & Learning Portal

Recruitment

eHR

Payroll Services

Talent Management & Succession Planning

Reporting & Analytics


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Customers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and Innovation

Rankings Transformation Cost Optimization

Integration Innovation

1 IBM IBM IBM IBM

2 Accenture Accenture HP-EDS HP-EDS

3 HP/EDS HP/EDS, ADP Unisys Accenture

4 Unisys Unisys Accenture, Infosys Infosys

5 ADP Fidelity ADP Unisys

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

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


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ibm managed business process services (mbps) 中国商业流程外包行业的形势及发展探析...

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