Outsourcing

Outsourcing 20081130 彥宏

Root of outsourcing  Manufacturing

sector during 1940’s to 1970’s

to Japan  High-tech manufacturing sector also witnessed outsourcing in the 1980’s, and countries such as Taiwan  1990, Information and communication technology.  2000, outsourcing variety of services, including IT, customer services, telemarketing, human resources, …

Type of Outsourcing  On-shoring 

Vendor located at a destination domestic to the customer

 Off-shoring 

Vendor located in a far-off country

 Near-shoring 

Vendor located in a nearby country

 Home-sourcing 

Outsourcing to workers who work from home

Consideration of Outsourcing  Focus

on core competencies  Cost savings  Quality  Flexibility  Time-to-market  Access to diverse technologies

Deloitte Consulting Outsourcing Study, October-December 2004

Two categories of Outsourcing (1/2)  Technology 

services

Companies requires advanced IT and communication technologies for their regular operations      

Software and applications Infrastructure Telecommunications E-commerce Web security and solutions Web hosting, website designing, development and maintenance

Two categories of Outsourcing (2/2) 

Business Processes  Various business processes are not core to a company’s main line of business              

Back office operations Customer relationship management Sales and marketing (including telemarketing) Administrative support Payroll maintenance and other transaction processing Finance and Accounting Human resources and Training Logistics, procurement and supply chain management Medical transcription Security Research and analysis Product development Legal services Intellectual property research and documentation

KPO (Knowledge Process Outsourcing)  Three 

 

different level

Low: Call center, back office operations, transcription, processing, accounting Medium: Insurance claims, engineering High: Research and development, underwriting, intellectual property, market research, equity research 

Knowledge Process Outsourcing

BPO in Global

Market size?

Market by Industry

Market by Geography

Main Vendor  Affiliated

Computer Services (ACS)  Hewlett Packard (HP)  

EDS (Electronic Data Systems) May, 2008

 IBM

Global Services  Northrop Grumman  Computer Sciences Corp (CSC)  Tata Consultancy Services (TCS)  Wipro  Infosys

Best Outsourcing Country 2003 by Atkearney

 Asian 

India, China, Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam

 Latin 



America

Argentina, Brazil, Chile, Mexico and Uruguay

 East 

country in Top20:

Europe

Bulgaria, Slovakia, Baltic Czech Republic, Hungary and Poland

BPO in India

軟體代 工服 務業  印度軟體協會(NASSCOM) 





全球第二大軟體出口國，佔國內生產總值己己達 5.5% 軟體代工業者超過 3,000 家，共僱用員工近 200 萬 人 資訊諮詢服務 (IT-enable business Service, ITeS) 企業代工服務 (Business Processing Outsourcing, BPO)

Outsourcing In India 

Key factors     

Availability of large talent pool Low cost Fast turnaround time Talent pool English speaking

 MIC2008印度資訊軟體產業.pdf

Impact in India

 Indian_it_ites_industry_impacting_society_and_e

Compare with India and China

Reference Link  Wiki  BPO

Tutorial Report  NeoIT  AT Kearney  NASSCOM  Gartner  資策會資訊市場 MIC  經濟部台商服務網—印度專區  駐新德里台北經濟文化中心

backup

地理 



      

地理位置／西北與巴基斯 坦接壤，東北與中國大陸 、尼泊爾和不丹交界、東 與緬甸和孟加拉為鄰，東 南臨孟加拉灣，西南濱阿 拉伯海。 面　　積／ 316 萬 6,414 平方公里 ( 台灣 : 3 萬 6000 平方公里 ) New Delhi 新德里 , 首都 Mumbai 孟買 , 經濟中心 Kolkata 加爾各答 Bangalore 邦加羅 , 印度 矽谷 Chennai 欽奈 , 台商重 鎮 Hyderabad 海德拉巴 , 軟體產業園區重鎮之一 Ahmadabad 阿米達巴 , 工業重鎮



業務內容由初期的文件撰寫、程式編碼、客戶服務、市場問卷調查等 需要大量人力的服務手工業，發展至專案諮詢服務如金融、會計、醫 療保險及通路管理等 ERM 暨 CRM 系統建置暨營運



ITeS 主要業務包括  客製化應用程式發展暨維護 (CADM)  系統整合服務  IT 諮詢服務  應用程式管理  硬體管理服務  軟體測試  網路建置管理服務． BPO 主要業務  金融暨會計  客戶服務 (Customer Interaction Services)  人力資源管理及專案服務 (business services) ；  網路行銷、帳務服務、資料庫行銷、交易 文件管理、電話行銷、稅務服務及生技研 發業務



 美、英、德國內要求立法禁止產業外包  新的競爭者－中國 、菲律賓、馬來西亞、越南

、波蘭及匈牙利

Ranking of TOP 15 ITES-BPO  http://www.nasscom.in/Nasscom/templates/N

ormalPage.aspx?id=51802

Importance of Outsourced work

The software development magazine conducted a survey in October 2003

Example in software development

IT Outsourcing                

Application service provisioning (ASP) Applications management Consulting and reengineering Client/server Data entry and conversion Data networks Desktop systems Distributed systems E-commerce End-user support systems Imaging and OCR services Internet/Intranet and web hosting Mainframe data centers and infrastructure Security control Systems integration Testing

BPO Outsoucing               

Administrative support Customer relationship management Document processes Finance and accounting Human resources and training Intellectual property research and documentation Legal services Medical transcription Payroll maintenance and other transaction processing Product development Publishing Research and analysis Sales and marketing (including telemarketing) Security Supply chain management