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 country in Top20:
 India, China, Indonesia, Malaysia, the Philippines,
Singapore, Thailand and Vietnam
 Latin America
 Argentina, Brazil, Chile, Mexico and Uruguay
 East 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