IBM大中华区服务外包总监廖伦平-IBMSStrate

1、中国商业流程外包行业的情势及开展探析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 中国曾经被战略性定位于支持大量的BPO任务的国家，尤其是那些有特定的语音/言语支持需求的区域。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如何让中国的BPO企业变得越来越有竞争力？2企业/CXO战略导向对于推进外包决议和BPO产业的重要意义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-减轻把一切外包效力集中在印度的风险Closer to their largest market China-更贴近他们的最大市场-中国Flexible approach to generate new growth-以灵敏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效力？3 BPO 企业的品牌以及本钱控制才干是其胜利的关键要素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-客户的覆盖面(CEO, CFO, COO, CTO/CIO, CMO etc.)Similarity in business culture & value-类似的商业文化及价值观Hosted tools / assets-旗下拥有的外包效力工具和设备Business analytic capabilities-商业流程分析才干全球化视野 for Chinese MNCs with presence outside China 选择BPO企业

6、的考量要素4Strategic Outsourcing 战略外包 | HostingIBM公司的愿景是经过我们的效力，提供应客户全球化的、有效促进业绩的多方位效力。Operate运营Managed Business Process ServicesHardware | Software | Smarter Planet Design / Build设计规划Manage管理Application Management Services 运用管理效力Infrastructure根底建立Consult咨询Finance & Administration(财务行政流程Human Resources &

7、 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安康管理Telco 呼叫中心Product Development产品改良Procurement采购Manufacturing消费LogisticsDistribution

8、物流ConsumerMarketing消费市场Customer Management客户管理English, Mandarin, Cantonese, Japanese, Korean, Malay, Thai, VietnameseLanguages言语Hardware硬件 | Software(软件 | Smarter Planet (智慧的地球5我们在最正确实际，资产和工具方面的长期投资确保了客户称心度以及IBM继续的开展力和高效消费力Standards, people, methods, quality 执行规范，人员培训，方法论，质量控制Delivery Excellence BTO

9、 UniversitySix SigmaStandardisationOur strategic partnersAssets & New Offerings外包效力设备以及最新动态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