IBM大中華區(qū)服務(wù)外包總監(jiān)廖倫平-IBMSStrate

1、中國商業(yè)流程外包行業(yè)的情勢及開展探析LIOW Zen Pin (廖倫平)Director, Solution & DeliveryManaged Business Process Services, IBM Greater Chinaliowzpcn.ibmMay 22nd 2021, Rugao, Jiangsu A China Software and Service Outsourcing Network event 中國曾經(jīng)被戰(zhàn)略性定位于支持大量的BPO任務(wù)的國家，尤其是那些有特定的語音/言語支持需求的區(qū)域。MexicoMonterreyGuadalajaraMexico CityBr

2、azil Belo Horizonte Rio de Janeiro Hortolandia So PauloArgentinaBuenos Aires Eastern Europe Romania Latvia/Lithuania Slovakia PolandEgypt CairoIndia Bangalore Kolkata Chennai Gurgaon/Delhi/Noida Hyderabad PuneVietnamHo Chi Minh CityPhilippines Manila CebuChinaShanghai ShenzhenChengduDalianWuhanNorth

3、 AmericaMichiganMalaysiaKuala LumpurEnglishMandarin, Japanese, Korean, CantoneseEuropeanMalay, Thai, Vietnamese如何讓中國的BPO企業(yè)變得越來越有競爭力？2企業(yè)/CXO戰(zhàn)略導(dǎo)向?qū)τ谕七M外包決議和BPO產(chǎn)業(yè)的重要意義N : 736Source: IDCs Asia Pacific Business Process Outsourcing Study, June 2021其他的考量要素：Mitigation of risk in putting all back office in Ind

4、ia-減輕把一切外包效力集中在印度的風(fēng)險Closer to their largest market China-更貼近他們的最大市場-中國Flexible approach to generate new growth-以靈敏變通的方式來引發(fā)新的增長 Reduce capital expenditure-減少資本性支出 為什么企業(yè)選擇商業(yè)流程外包效力？3 BPO 企業(yè)的品牌以及本錢控制才干是其勝利的關(guān)鍵要素N : 736Source: IDCs Asia Pacific Business Process Outsourcing Study, June 2021On a scale of 1-

5、7 where 1=least important and 7=most important其他考量要素：Overall client coverage-客戶的覆蓋面(CEO, CFO, COO, CTO/CIO, CMO etc.)Similarity in business culture & value-類似的商業(yè)文化及價值觀Hosted tools / assets-旗下?lián)碛械耐獍Яぞ吆驮O(shè)備Business analytic capabilities-商業(yè)流程分析才干全球化視野 for Chinese MNCs with presence outside China 選擇BPO企業(yè)

6、的考量要素4Strategic Outsourcing 戰(zhàn)略外包 | HostingIBM公司的愿景是經(jīng)過我們的效力，提供應(yīng)客戶全球化的、有效促進業(yè)績的多方位效力。Operate運營Managed Business Process ServicesHardware | Software | Smarter Planet Design / Build設(shè)計規(guī)劃Manage管理Application Management Services 運用管理效力Infrastructure根底建立Consult咨詢Finance & Administration(財務(wù)行政流程Human Resources &

7、 Learning 人力資源與培訓(xùn)Customer Relationship Management(客戶關(guān)系管理Procurement &Supply Chain Management采購與供應(yīng)鏈管理Industry Verticals: Banking Back Office銀行后臺業(yè)務(wù)Insurance Administration 保險行政Mortgage Origination 按揭貸款收費業(yè)務(wù)Health Care安康管理Telco 呼叫中心Product Development產(chǎn)品改良Procurement采購Manufacturing消費LogisticsDistribution

8、物流ConsumerMarketing消費市場Customer Management客戶管理English, Mandarin, Cantonese, Japanese, Korean, Malay, Thai, VietnameseLanguages言語Hardware硬件 | Software(軟件 | Smarter Planet (智慧的地球5我們在最正確實際，資產(chǎn)和工具方面的長期投資確保了客戶稱心度以及IBM繼續(xù)的開展力和高效消費力Standards, people, methods, quality 執(zhí)行規(guī)范，人員培訓(xùn)，方法論，質(zhì)量控制Delivery Excellence BTO

9、 UniversitySix SigmaStandardisationOur strategic partnersAssets & New Offerings外包效力設(shè)備以及最新動態(tài)TVC / Call Collector / IEXAR Collect, P2P, GERSBusiness Analytics / RedpillRecruitment OutsourcingSelect LearningMortgage originationAccelerators, Methods and Tools加速器，方法論，工具PortalHR IntegrationDiscovery LiteD

10、elivery ExcellenceContextualComprehensiveIntegratedEasy to useEasy to understandFastConsistentPersonalisedFacilitated Single Sign OnCore SolutionAdd-On ServicesIBM Select LearningLearning Management SystemLearner SupportTraining Administration & ReportingApplication Hosting and Support Rapid Impleme

11、ntationAccount Managemente-Learning ContentVendor ManagementContent DevelopmentConsulting ServicesTier 0Tier 1Tier 2Tier 3HR ConsultantsSubject Matter ExpertsHRISKnowledge ManagementOther Employee DataThird Party ProvidersCustomersApplicantEmployee(and Retiree)Line/Field ManagerHR ManagerLine/Field

12、ExecutiveWeb, desktops& kiosksHR Inquiry Service UnitInformation TransactionsServicesSpecialistsGeneralistsCall/Case Mgmt Tool& KBESS/MSSeHRIBMs Integrated Delivery Model and PlatformPerformance ManagementCore HRSystem of RecordLearning & Training ServicesCall/Case Management Telephony: CCSI IVR/CTI

13、Satisfaction and Exit SurveysExisting Third Party ProvidersIntegrated Self-Service & Knowledge BaseContact Center TechnologyCompensationHR & Learning PortalRecruitmenteHRPayroll ServicesTalent Management & Succession Planning Reporting & Analytics6Customers Perception of Top 5 Ranked BPO Vendors by

14、Transformation, Cost Optimization, Integration, and InnovationRankingsTransformationCost OptimizationIntegrationInnovation1IBMIBMIBMIBM2AccentureAccentureHP-EDSHP-EDS3HP/EDSHP/EDS, ADPUnisysAccenture4UnisysUnisysAccenture, InfosysInfosys5ADPFidelityADPUnisysTransformation : Ability to strategically

15、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