IBM'S Strategic Investment in HR

1
??????????????????
LIOW Zen Pin (???) Director, Solution
Delivery Managed Business Process Services, IBM
Greater China liowzp_at_cn.ibm.com May 22nd 2010,
Rugao, Jiangsu
A China Software and Service Outsourcing Network
event
2
????????????????BPO?????,???????????/??????????
Eastern Europe Romania
Latvia/Lithuania Slovakia Poland
China Shanghai Shenzhen Chengdu Dalian Wuhan
North America Michigan
India Bangalore Kolkata Chennai
Gurgaon/Delhi/Noida Hyderabad Pune
Mexico Monterrey Guadalajara Mexico City
Philippines Manila Cebu
Egypt Cairo
Vietnam Ho Chi Minh City
Brazil Belo Horizonte Rio de Janeiro
Hortolandia São Paulo
Malaysia Kuala Lumpur
Argentina Buenos Aires
English
??????BPO????????????
Mandarin, Japanese, Korean, Cantonese
European
Malay, Thai, Vietnamese
3
??/CXO?????????????BPO???????
????????????????

• N 736
• Source IDCs Asia Pacific Business Process
  Outsourcing Study, June 2009

• ???????
• Mitigation of risk in putting all back office in
  India-?????????????????
• Closer to their largest market
  China-??????????-??
• Flexible approach to generate new
  growth-???????????????
• Reduce capital expenditure-???????

4
BPO ??????????????????????
??BPO???????

• N 736
• Source IDCs Asia Pacific Business Process
  Outsourcing Study, June 2009

On a scale of 1-7 where 1least important and
7most important

• ??????
• Overall client coverage-??????(CEO, CFO, COO,
  CTO/CIO, CMO etc.)
• Similarity in business culture
  value-???????????
• Hosted tools / assets-??????????????
• Business analytic capabilities-????????
• ????? for Chinese MNCs with presence outside
  China

5
IBM?????????????,???????????????????????
Consult (??)
Customer Management (????)
Logistics Distribution (??)
Consumer Marketing (????)
Product Development (????)
Procurement (??)
Manufacturing (??)
Design / Build (????)
Managed Business Process Services

• Industry Verticals
• Banking Back Office
• (??????)
• Insurance Administration
• (????)
• Mortgage Origination
• (????????)
• Health Care(????)
• Telco (????)

Manage (??)
Finance Administration (??????)
Human Resources Learning (???????)
Customer Relationship Management (??????)
Procurement Supply Chain Management (????????)
Operate(??)
Application Management Services (??????)
Strategic Outsourcing ( ????) Hosting
Infrastructure(????)
Hardware(??) Software(??) Smarter Planet
(?????)
Hardware Software Smarter Planet
Languages(??)
English, Mandarin, Cantonese, Japanese, Korean,
Malay, Thai, Vietnamese
6
???????,??????????????????????IBM????????????

• Standards, people, methods, quality
• ????,????,???,????
• Delivery Excellence
• BTO University
• Six Sigma
• Standardisation
• Our strategic partners
• Assets New Offerings
• ????????????
• TVC / Call Collector / IEX
• AR Collect, P2P, GERS
• Business Analytics / Redpill
• Recruitment Outsourcing
• Select Learning
• Mortgage originationAccelerators, Methods and
  Tools
• ???,???,??
• Portal
• HR Integration
• Discovery Lite

7
???IDC?????BPO?????????,IBM?????/??????/
??????????????
Customers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and Innovation Customers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and Innovation Customers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and Innovation Customers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and Innovation Customers Perception of Top 5 Ranked BPO Vendors by Transformation, Cost Optimization, Integration, and Innovation
Rankings Transformation Cost Optimization Integration Innovation
1 IBM IBM IBM IBM
2 Accenture Accenture HP-EDS HP-EDS
3 HP/EDS HP/EDS, ADP Unisys Accenture
4 Unisys Unisys Accenture, Infosys Infosys
5 ADP Fidelity ADP Unisys

• Transformation Ability to strategically
  transform a companys business
• Cost optimization Vendors whose primary value
  for service delivery is around providing cost
  savings and is cost driven
• Integration Vendors that can provide both ITO
  and BPO most effectively
• Innovation Vendors that can provide a company
  with innovation that helps transform their
  processes and the underlying technologies to
  either new technology-based processes or new
  service models

Source IDC User Survey of U.S. BPO Customers,
Feb. 09, IDC 216191e
8
(No Transcript)