ITO & BPO IN NORTH AMERICA

北美业务外包的方法与实践

APPROACH AND PRACTICE

Lian Guan, PhD.

Chairman, Association of Chinese Senior IT Professionals (ACSIP)
Advisor, Corporate IT Strategy &Governance, Managing Director
I-Lek Technology Inc.
Lian.guan@i--lektechnology.com
Lian.guan@i
Nanjing, PRC, June 23-
23-24, 2009
 GLOBALIZATION AND COMPETITION
Globalization has facilitated the 全球化世界经济体系的特点就是让商
creation of an integrated world
economy where organizations may 业实体可以在最小国家行政干预的情
况下：

Seeking capital where it is the cheapest,

Invest to wherever is most profitable,
• 到最便宜的地方去寻求资本,

Sourcing talent from where it is best
available, • 到最有利可图的地方去投资,

Producing goods and services where it is • 到人力资源最丰富的地方去招募
most cost-efficient, and
人才,

Selling goods and services in the global
market. • 生产效率最高的地方去制造商品,
• 在全球市场出售商品和服务。
Globalization has been reshaping the
business ecosystems. Outsourcing and
offshoring are the intrinsic parts of on- 全球化的进程正在改变商业生态系统，外
going process. 包和离岸外包是这个进程固有的组成部分。

“…the paradigm that helps corporations to source capital from where it is cheapest, to source talent from where it is best available, to
produce where it is most cost-efficient, and to sell where the markets are, without being constrained by national boundaries.” - N.R.
Narayana Murthy, cofounder of Infosys.

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 BUSINESS ECOSYSTEM REFINEMENT
Business competition refines the
roles of companies in product
creation and distribution chain. The
refinement is proceeding in two
directions: along and orthogonal to
商业竞争在成本和效率方面的追求促使产业链在
各个环节上不断地完善和细分。这种细分发生在
产业链的两个方向上:
• 沿着产业链的方向的各个生产环节上的细分： 如来料加工。
• 垂直于产业链方向的细分(不与生产发生直接关系)：如业务
流程外包,人事,客服等等.

the “chain”, while globalization takes 而全球化则把这种细分事态推向一个国际环境。

the process to an international stage.
沿着产业链方向的细分

Along the product “chain”
垂
• Manufacture outsourcing, 直 Product Producer Product Distributor
于
• Design outsourcing, 产 Core Core
• etc. 业 Competency Competency
链

Orthogonal to the “chain” 方 HR CC IT HR CC IT
向
• IT outsourcing (ITO), 的
• Business process outsourcing 细
分
(BPO),
• etc. ITO/BPO
provider
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 THE CHARACTERISTICS
Attributes Along the Chain Orthogonal to the Chain Conclusion:
R&R, ownership of deliverables Simple and easy to define Complex and difficult to define
“交付物”的所有权和责,权,利. 简单容易定义 复杂和难以定义 The complexity of
“Orthogonal to the chain”
Communication At interface to external At internal & external multiple levels outsourcing is greater than
沟通与交流 在企业对外界面 对内对外上下多层次
“Along the chain”
Convention, industry norm, and Prescriptive, well understood, Regulating practice, industry norm are outsourcing.
common practice adopted and mature maturing
传统, 标准与行规 存在，通用并且成熟, 对“交 正在制定，规范走向成熟，只能在实 The models, approaches
换体”有通用标准． 现方法控制．
and practices are different
Support Minimum or not required To a greater extend than those that have been
售后服务 很少或不要求 很重要 proven to be successful in
Internal practice and process least impact and linkage Strong linkage and greater impact China.
内部实现方法和流程的相互影 没有影响和联系 关系密切影响重大
响和制约．
结论
Internal cultural and politics At interface level at most Deep impact and critical
企业内部文化与政治 最多在界面上表现出来 影响深远，至关重要 垂直于产业链方向的外包
Stability of specification Stable Flexible and susceptible to change
比沿着产业链方向的外包
需求定义的稳定性 稳定 多变 要复杂. 其模式,方法和实
践在许多方面有所不同。
Results measure Simple indices, quick to measure Complex- Matrix, long term to measure
效果评估 指标简单，评估迅速 指标复杂，周期衡量，长期效果

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 ITO & BPO - CLIENT EXPECTATIONS
Client Expectations: 客户对服务提供商的期望：
客户对服务提供商的期望：

Local presence and sound reputation,
• 在本地有业务运作有信誉，

Cost effective,

Understand my business and • 相对的低成本高效益，
processes, • 理解本客户所在行业的业务和流程，

Specialized in service offering areas,
• 在所需包出的领域有深度特长，

Fluent communication，

Trusted partnership, • 能够及时和畅通地交流，

Demonstrate stability and longevity， • 稳定可靠和可持序的伙伴关系，

Qualification and practice alignment • 资格和实践符合本地惯例，
to local practice,
• 满足和符合当地或行业监管要求，

Compliances and regulatory
alignments, • 灵活而迅速适应客户的需求变化。

Flexibility. • 完善可靠的服务支持系统

Reliable service supporting systems
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 ITO & BPO SERVICE PROVIDER
ITO & BPO providers must 外包服务供应商因该做到：
外包服务供应商因该做到
• 建立客户所在地区的运作和品牌，

Local presence and a strong brand,

Competitive rates, • 可行和有竞争力的价格，

Understand business and processes, • 熟悉和精通业务和流程，

Specialized, • 在所提供服务的领域有专长，

Leverage skills to build scale and • 利用技能专长的重复使用来建立规模效
drive down the costs,
应降低成本，

Align with local compliances and
regulatory requirements, • 储备所需的入行条件及满足监管要求，

Strong partnership, sensitive to • 建立牢固的客户伙伴关系,了解的客户的
client’s culture and politics, manage
内部企业文化和政治，管理客户的期望
client expectation and risks.
和风险。

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 OPPORTUNITIES AND CHALLENGES
中国企业的主要优势与挑战
Advantages 中国企业的主要优势

Infrastructure
• 优秀的基础设施

Access a large talent pool
• 庞大的人才资源

Relative labor costs
• 相对低的劳动力成本

Strong government support
• 强有力的政府支持

Geographical political stability
• 所在区域政局的稳定
Challenges

Language and communication 中国企业主要挑战

Scale • 语言和沟通

Security/Privacy and IP protection • 自身规模
images
• 安全/隐私和知识产权保护

Cultural compatibility
• 文化兼容性

Tolerance of overseas market risk.
• 国内外市场的取舍与风险承受能力
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 CONCLUSION AND RECOMMENDATIONS
结论与建议
Conclusion 结论

Offshoring will continue and grow. • 离岸外包作为全球化进程的一部分，

ITO & BPO are organization’s 将继续和发展。
competition strategy. • ITO和BPO是许多机构的企业战略。

Significant differences exist among the
• 在产业链不同方向上的服务外包有重
types of outsourcing, particularly when
要的差异，因此方法和策略要有所不
it comes to offshoring, the approaches
and practices have to be different. 同。

Recommendation
建议
• 在客户所在地区建立市场触角,服务渠

Establish a presence at client’s region, 道乃至分支机构,

Building strong partnership and • 客户关系和交流沟通至关重要，
communication mechanism, • 超越以降低客户成本为单一目标的简

Seeking customer value at its entirety 单服务提供理念，追求对客户的总体
beyond cost reduction. 价值。
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 Thank you!
谢谢！
lian.guan@i-lektechnology.com
lianguan@acsip.org

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