IBM大中华区服务外包总监廖伦平-IBMSStrate

1、IBM Managed Business Process Services (MBPS)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 (廖倫平廖倫平)Director, Solution & DeliveryManaged Business Process Services, IBM Greater CMay 22nd 2010, Rugao, Jiangsu A China Software and Service Outsourcing Network event IBM Managed Business Process Serv

2、ices中国已经被战略性定位于支持大量的中国已经被战略性定位于支持大量的BPOBPO工作的国家，尤其是那些有特定的语工作的国家，尤其是那些有特定的语音音/ /语言支持需求的区域。语言支持需求的区域。MexicoMonterreyGuadalajaraMexico CityBrazil Belo Horizonte Rio de Janeiro Hortolandia So PauloArgentinaBuenos Aires Eastern Europe Romania Latvia/Lithuania Slovakia PolandEgypt CairoIndia Bangalore Kol

3、kata Chennai Gurgaon/Delhi/Noida Hyderabad PuneVietnamHo Chi Minh CityPhilippines Manila CebuChinaShanghai ShenzhenChengduDalianWuhanNorth AmericaMichiganMalaysiaKuala LumpurEnglishMandarin, Japanese, Korean, CantoneseEuropeanMalay, Thai, Vietnamese如何让中国的如何让中国的BPOBPO企业变得越来越企业变得越来越有竞争力？有竞争力？2IBM Mana

4、ged Business Process Services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 : 736Source: IDCs Asia Pacific Business Process Outsourcing Study, June 2009其他的考量因素：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 gener

5、ate 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 为什么企业选择商业流程外包服务？为什么企业选择商业流程外包服务？IBM Managed Business Process Services BPO 企业的品牌以及成本控制能力是其成功的关键因素N : 736Source: IDCs Asia Pacific Business Process Outsourcing Study, June 2009On a scale of 1-7 where 1=least important and 7=most importa

6、nt其他考量因素：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 选择选择BPO企业的考量因素企业的考量因素IBM Managed Busines

7、s Process ServicesStrategic Outsourcing （ 战战略外包）略外包） | HostingIBMIBM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。进业绩的多方位服务。Operate（运营运营）Managed Business Process ServicesHardware | Software | Smarter Planet Design / Build（设计规划设计规划）Manage（管理）（管理）Application Management Services （应应用管

8、理服用管理服务务）Infrastructure（基（基础础建建设设）Consult（咨（咨询询）Finance & Administration(财务财务行政流程）行政流程）Human Resources & Learning （人力（人力资资源源与与培培训训）Customer Relationship Management(客客户关户关系管理）系管理）Procurement &Supply Chain Management（采采购与购与供供应链应链管理管理）Industry Verticals: Banking Back Office（银银行后台行后台业务业务） In

9、surance Administration （保（保险险行政）行政） Mortgage Origination （按揭（按揭贷贷款收款收费业务费业务） Health Care（健康管理）（健康管理） Telco （呼叫中心）（呼叫中心）Product Development（产产品改品改进进）Procurement（采（采购购）Manufacturing（生（生产产）LogisticsDistribution（物流）（物流）ConsumerMarketing（消（消费费市市场场）Customer Management（客（客户户管理）管理）English, Mandarin, Cantone

10、se, Japanese, Korean, Malay, Thai, VietnameseLanguages（语语言）言）Hardware（硬件）（硬件） | Software(软软件）件） | Smarter Planet (智慧的地球）智慧的地球）IBM Managed Business Process Services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，质量控制执行标准，人员培训，方法论，质量控制Delivery Excellence

11、BTO UniversitySix SigmaStandardisationOur strategic partnersAssets & New Offerings外包服务设施以及最新动态外包服务设施以及最新动态TVC / Call Collector / IEXAR Collect, P2P, GERSBusiness Analytics / RedpillRecruitment OutsourcingSelect LearningMortgage originationAccelerators, Methods and Tools加速器，方法论，工具加速器，方法论，工具Portal

12、HR IntegrationDiscovery LiteDelivery ExcellenceContextualComprehensiveIntegratedEasy to useEasy to understandFastConsistentPersonalisedFacilitated Single Sign OnCore SolutionAdd-On ServicesIBM Select LearningLearning Management SystemLearner SupportTraining Administration & ReportingApplication

13、Hosting and Support Rapid ImplementationAccount Managemente-Learning ContentVendor ManagementContent DevelopmentConsulting ServicesTier 0Tier 1Tier 2Tier 3HR ConsultantsSubject Matter ExpertsHRISKnowledge ManagementOther Employee DataThird Party ProvidersCustomersApplicantEmployee(and Retiree)Line/F

14、ield ManagerHR ManagerLine/Field ExecutiveWeb, desktops& kiosksHR Inquiry Service UnitInformation TransactionsServicesSpecialistsGeneralistsCall/Case Mgmt Tool& KBESS/MSSeHRIBMs Integrated Delivery Model and PlatformPerformance ManagementCore HRSystem of RecordLearning & Training Service

15、sCall/Case Management Telephony: CCSI IVR/CTISatisfaction and Exit SurveysExisting Third Party ProvidersIntegrated Self-Service & Knowledge BaseContact Center TechnologyCompensationHR & Learning PortalRecruitmenteHRPayroll ServicesTalent Management & Succession Planning Reporting & A

16、nalyticsIBM Managed Business Process ServicesCustomers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and InnovationRankingsTransformationCost OptimizationIntegrationInnovation1IBMIBMIBMIBM2AccentureAccentureHP-EDSHP-EDS3HP/EDSHP/EDS, ADPUnisysAccenture4Uni

17、sysUnisysAccenture, InfosysInfosys5ADPFidelityADPUnisysTransformation : Ability to strategically transform a companys businessCost optimization: Vendors whose primary value for service delivery is around providing cost savings and is cost drivenIntegration: Vendors that can provide both ITO and BPO most effectivelyInnovation: Vendors that can provide a company with innovation that helps transform their processes and the underlying techn