IBM大中华区服务外包总监廖伦平-IBMSStrate

IBMManagedBusinessProcessServices(MBPS)中国商业流程外包行业的形势及发展探析LIOWZenPin(廖倫平)Director,Solution&DeliveryManagedBusinessProcessServices,[e-mail]22nd2010,Rugao,JiangsuAChinaSoftwareandServiceOutsourcingNetworkeventIBMManagedBusinessProcessServices2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。MexicoMonterreyGuadalajaraMexicoCityBrazilBeloHorizonteRiodeJaneiroHortolandiaSãoPauloArgentinaBuenosAiresEasternEuropeRomaniaLatvia/LithuaniaSlovakiaPolandEgyptCairoIndiaBangaloreKolkataChennaiGurgaon/Delhi/NoidaHyderabadPuneVietnamHoChiMinhCityPhilippinesManilaCebuChinaShanghaiShenzhenChengduDalianWuhanNorthAmericaMichiganMalaysiaKualaLumpurEnglishMandarin,Japanese,Korean,CantoneseEuropeanMalay,Thai,Vietnamese如何让中国的BPO企业变得越来越有竞争力？IBMManagedBusinessProcessServices3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:IDC’sAsiaPacificBusinessProcessOutsourcingStudy,June2009其他的考量因素：MitigationofriskinputtingallbackofficeinIndia-减轻把所有外包服务集中在印度的风险Closertotheirlargestmarket–China-更贴近他们的最大市场-中国Flexibleapproachtogeneratenewgrowth-以灵活变通的方式来引发新的增长Reducecapitalexpenditure-减少资本性支出010203040506070UnsuccessfulHW/SWimplementationM&A,divestitureLinkITwithbusinessperformanceHighcostofupgradingHW/SWCurrenteconomicdownturnNewcorporatedirectionFocusoncorecompetenciesCostsaving%MNCLocal为什么企业选择商业流程外包服务？IBMManagedBusinessProcessServices4BPO企业的品牌以及成本控制能力是其成功的关键因素N:736Source:IDC’sAsiaPacificBusinessProcessOutsourcingStudy,June200901234567LocationofcenterVendortrackrecordVendorflexibilityVendorcapabilityTechnologyCostSecurity(datasafety)MNCLocalOnascaleof1-7where1=leastimportantand7=mostimportant其他考量因素：Overallclientcoverage-客户的覆盖面(CEO,CFO,COO,CTO/CIO,CMOetc.)Similarityinbusinessculture&value-相似的商业文化及价值观Hostedtools/assets-旗下拥有的外包服务工具和设施Businessanalyticcapabilities-商业流程分析能力全球化视野–forChineseMNCswithpresenceoutsideChina选择BPO企业的考量因素IBMManagedBusinessProcessServices5StrategicOutsourcing（战略外包）|HostingIBM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）ManagedBusinessProcessServicesHardware|Software|SmarterPlanetDesign/Build（设计规划）Manage（管理）ApplicationManagementServices（应用管理服务）Infrastructure（基础建设）Consult（咨询）Finance&Administration(财务行政流程）HumanResources&Learning（人力资源与培训）CustomerRelationshipManagement(客户关系管理）Procurement&SupplyChainManagement（采购与供应链管理）IndustryVerticals:BankingBackOffice（银行后台业务）InsuranceAdministration（保险行政）MortgageOrigination（按揭贷款收费业务）HealthCare（健康管理）Telco（呼叫中心）ProductDevelopment（产品改进）Procurement（采购）Manufacturing（生产）LogisticsDistribution（物流）ConsumerMarketing（消费市场）CustomerManagement（客户管理）English,Mandarin,Cantonese,Japanese,Korean,Malay,Thai,VietnameseLanguages（语言）Hardware（硬件）|Software(软件）|SmarterPlanet(智慧的地球）IBMManagedBusinessProcessServices6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DeliveryExcellenceBTOUniversitySixSigmaStandardisationOurstrategicpartnersAssets&NewOfferings外包服务设施以及最新动态TVC/CallCollector/IEXARCollect,P2P,GERSBusinessAnalytics/RedpillRecruitmentOutsourcingSelectLearningMortgageoriginationAccelerators,MethodsandTools加速器，方法论，工具PortalHRIntegrationDiscoveryLiteDeliveryExcellenceContextualComprehensiveIntegratedEasytouseEasytounderstandFastConsistentPersonalisedFacilitatedSingleSignOnCoreSolutionAdd-OnServicesIBMSelectLearningLearningManagementSystemLearnerSupportTrainingAdministration&ReportingApplicationHostingandSupportRapidImplementationAccountManagemente-LearningContentVendorManagementContentDevelopmentConsultingServicesTier0Tier1Tier2Tier3HRConsultantsSubjectMatterExpertsHRISKnowledgeManagementOtherEmployeeDataThirdPartyProvidersCustomersApplicantEmployee(andRetiree)Line/FieldManagerHRManagerLine/FieldExecutiveWeb,desktops&kiosksHRInquiryServiceUnitInformationTransactionsServicesSpecialistsGeneralistsCall/CaseMgmtTool&KBESS/MSSContextualComprehensiveIntegratedEasytouseEasytounderstandFastConsistentPersonalizedFacilitatedSingleSignOneHRIBM’sIntegratedDeliveryModelandPlatformPerformanceManagementCoreHRSystemofRecordLearning&TrainingServicesCall/CaseManagementTelephony:CCSIIVR/CTISatisfactionandExitSurveysExistingThirdPartyProvidersIntegratedSelf-Service&KnowledgeBaseContactCenterTechnologyCompensationHR&LearningPortalRecruitmenteHRPayrollServicesTalentManagement&SuccessionPlanningReporting&AnalyticsIBMManagedBusinessProcessServices7CustomersPerceptionofTop5RankedBPOVendorsbyTransformation,CostOptimization,Integration,andInnovationRankingsTransformationCostOptimizationIntegrationInnovation1IBMIBMIBMIBM2AccentureAccentureHP-EDSHP-EDS3HP/EDSHP/EDS,ADPUnisysAccenture4UnisysUnisysAccenture,InfosysInfosys5ADPFidelityADPUnisysTransformation:Abilitytostrategicallytransformacompany’sbusinessCostoptimization:VendorswhoseprimaryvalueforservicedeliveryisaroundprovidingcostsavingsandiscostdrivenIntegration:VendorsthatcanprovidebothITOandBPOmosteffectivelyInnovation:Vendorsthatcanprovideacompanywithinnovationthathelpstransformtheirprocessesandtheunderlyingtechnologiestoeithernewtechnology-basedprocessesornewservicemodelsSource:IDCUserSurveyofU.S.BPOCus