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1、ITES/BPOOpportunitytomoveITES/BPOOpportunitytomoveupthevaluechain?upthevaluechain?January13,2004 January13,2004Thisreportissolelyfortheuseofclientpersonnel.Nopartofitmaybecirculated,quoted,orreproducedfordistributionoutsidetheclientorganizationwithoutpriorwrittenapprovalfromMcKinsey&Company.Thismate
2、rialwasusedbyMcKinsey&Companyduringanoralpresentation;itisnotacompleterecordofthediscussion.PresentationatiTECH2004 PresentationatiTECH2004Source:Gartner;Dataquest;Aberdeengroup;McKinseyanalysisSupply-sideenablers Supply-sideenablers Telecomcostsdownby90%inthelast3years;world-classreliability Over2.
3、5millionlow-costtalentedworkersincountriessuchasIndiaandPhilippines Emergenceofacrediblevendorcommunity0.00.20.40.60.81.01.21.41.61.82.0199219931994199519961997199819992000200120022003EBPOtotalrevenues-Indiaexample*$billionCONTEXT:BUSINESSPROCESSOFFSHORINGHASEXPLODEDINTHELASTFEWYEARS Encouragingtrac
4、krecordofearlymovers DemandingU.Smarketenvironment SuccessfultrackrecordofI/ToffshoringDemandsideforces Demandsideforces030918Offshoringworkshopv2“TechjobsleaveU.S.forIndia,Russia.Whostoblame?”July2003“Isyourjobnext?”February2003BUTHASALSOCREATEDGREATANXIETYINPRIMARYMARKETS“Americanlegislatorsareacc
5、usingIndiaofstealingjobs”June2003“Americaspain,Indiasgain”January2003“3.3millionU.S.servicejobstogooffshoreby2015”November2002“CanAmericaLoseTheseJobsandStillProsper?”July2003U.S.House Sub-business CommitteeINTHISCONTEXT,SEVERALDOUBTSHAVEARISENABOUTTHEFUNDAMENTALLONGEVITYANDEVOLUTIONOFBPOASANINDUSTR
6、Y WilltheBPOphenomenonplateauoutinthenextfewyears?Evenifitsurvives,movingupthevaluechainwillbedifficultandwilltakeseveralyears?Valuechainmoveswillbethedomainofcaptivesbecausethetrustrequiredistoohigh?20030520DL-ZXE332(ITES,BoardPres.)(JS)-7INTHISCONTEXT,SEVERALDOUBTSHAVEARISENABOUTTHEFUNDAMENTALLONG
7、EVITYANDEVOLUTIONOFBPOASANINDUSTRY WilltheBPOphenomenonplateauoutinthenextfewyears?Evenifitsurvives,movingupthevaluechainwillbedifficultandwilltakeseveralyears?Valuechainmoveswillbethedomainofcaptivesbecausethetrustrequiredistoohigh?20030520DL-ZXE332(ITES,BoardPres.)(JS)-70.33*Estimatebasedonhistori
8、calU.S.reemploymenttrendsSource:McKinseyGlobalInstitute1.OFFSHORINGACTUALLYGENERATESGREATERVALUEFORTHEGLOBALECONOMY Taxes($0.04)Revenues($0.20)Localsuppliers($0.09).deliversvaluetoIndia.0.67 Costsavings($0.58)Goodssold($0.05)ProfitsfromIndianventures($0.04).bringsreturnstoU.S.1.45-1.47.andmakesthegl
9、obalpiethatmuchbigger0.45-0.47.createsnewvaluefromre-employingU.S.labor*.$1previouslyspentinU.S.,nowoffshoredtoIndia.$1.000.030.330.100.090.100.01ProfitsretainedinIndiaINDIACAPTURES33CENTSFROMEACHDOLLAROFSPENDOFFSHOREDBYTHEU.S.Valueaccruedfrom$1ofU.S.spendoffshored1Dollars;2002Centralgovern-ment3Sta
10、tegovern-ment4TotalvalueaccruedtoIndiaLabor Suppliers2Offshoringsector1 EstimatedusingtheIndiaoffshoredservicesindustrycase 2 Includesrevenueaccruedtothesupplierindustrieslesssalestaxes,incometaxestoemployeesandcorporatetaxes3 Includesincometaxfromlaboremployedintheoffshoredservicessectorandthesuppl
11、ierindustriesandcorporatetaxonthesupplierindustries4 IncludessalestaxonthesupplierindustriesandrevenuefromthesaleofpowertooffshoredserviceprovidersSource:McKinseyGlobalInstituteJOBSOFFSHOREDWILLBEASMALLFRACTIONOFTHESHORTAGEINELIGIBLEWORKERSNumberofworkersMillions,2000-2015Source:U.S.Census;McKinseyG
12、lobalInstituteJobsprojectedtogooffshoreDeclineinworkingpopulationduetoagingJOBSOFFSHOREDAREAFRACTIONOFALLMASSLAYOFFS1 Bureauoflaborstatisticsdefinesmasslayoffsasjoblossactionsleadingtothedisplacementof50ormoreworkersbyagivenestablishmentduringa5-weekperiod2 Average1996-993 Average1989-20004 Average2
13、003-13Source:NBER;BLS;Kletzer;McKinseyGlobalInstituteAverageannualmasslayoffs1MillionsAllmasslayoffs2Offshoringprojection4Trade-relatedlayoffs3Economicvalueofoff-shoringreal Off-shoringcreates40-50%greatervaluefortheglobaleconomy Indiacaptures33%ofeveryoff-shoreddollarwhiletheUSretains67%andtheincre
14、mental40-50%valuecreation Off-shoredjobssmallfractionofexpectedretirements/lay-offsTHEREFORE,BUSINESSLOGICWOULDINDICATETHATBPOHERETOSTAYBUTWILLREQUIREHANDLINGCUSTOMERCONCERNSWITHCOMPASSIONNegativeemotionalimpactatthecustomerequallyreal Realpeopleandcommunitiesareeffected Re-trainingtakestime Manufac
15、turinghang-overstillfelt20030520DL-ZXE332(ITES,BoardPres.)(JS)-7INTHISCONTEXT,SEVERALDOUBTSHAVEARISENABOUTTHEFUNDAMENTALLONGEVITYANDEVOLUTIONOFBPOASANINDUSTRY WilltheBPOphenomenonplateauoutinthenextfewyears?Evenifitsurvives,movingupthevaluechainwillbedifficultandwilltakeseveralyears?Valuechainmovesw
16、illbethedomainofcaptivesbecausethetrustrequiredistoohigh?20030520DL-ZXE332(ITES,BoardPres.)(JS)-7Completedthefirstroundofoff-shoringsuccessfully BuiltsubstantialscaleinoperationsinIndia Penetrated1-2businessesindepth StartedcapturinglabourcostsavingsBaseA:“Accelerate,extendbreadthanddepth”Increasebr
17、eadthanddepthofservices StrengthenandstabilizearchitectureInsource-outsource,onshore-offshorearchitectureGlobalhubarchitectureStrategicoutsourcingB:“Re-engineer”DrivetowardsoperationalimprovementTasklevelandprocesslevelreengineeringConsolidationandaggregationoffunctions Leveragelowcostpositiontostar
18、tofferingnewservicestocustomersandimprovecompetitivepositioninhomemarketsC:“Externalize”TakerobustplatformsexternalandcreatevalueoutofthesharedservicesutilitySpecializedservicebureauGenericthirdpartyBPOproviderD:Tackletough(butlarge)industriesD:Tackletough(butlarge)industriesFOURPOSSIBLEVALUECHAINMO
19、VESPOSSIBLE20030520DL-ZXE332(ITES,BoardPres.)(JS)-7Simple,standardizedactivitiesAdvancedtechnicalskillandsomejudgmentrequiredExtensivejudgmentandanalyticalskillrequiredA.MOVESUPTHEVALUECHAINALREADYHAPPENINGINTERMSOFBREADTHANDDEPTHOFPROCESSESOFF-SHOREDAXA InsuranceclaimsprocessingCitibank Checkproces
20、sing,accountapplicationprocessing,loanprocessingbyasubsidiary(e-Serve)HSBC Accountopeningandclosing,retailloanprocessing,mortgageprocessingAmericanExpress LivebrokerageadvicefromqualifiedagentsthroughavendorinthePhilippines(eTelecare)Extensiveoffshoringofcreditcardservices(includingriskmodelingandcr
21、editevaluation)ExtensivefinancialanalysesGECapitalBusinessSolutions Riskmodeling,actuarialservices,underwritingCitibank Creditcardprocessing,collectioncalls,inboundandoutboundservicecentersHSBC InboundcustomerservicecenterformortgageCapitalOne Inboundcustomerservicecenter,outboundtelemarketing(MSour
22、cE)Citibank FinanceandaccountingGECapital Insuranceclaimsprocessing Outboundtelemarketing,inboundcustomerserviceMBNA Processingofonlineapplications(TransWorks)GECapital Payrollaccounting InvoiceandpaymentprocessingMcKinsey&Company Researchandknowledgemanagementforworld-wideofficesinGurgaonGECapital Riskanalysis,strategicplanningandforecasting FinancialstatementanalysisExamplesofsector-specific(“vertical”)processesExamplesofcorporatecenter(“horizontal”)processesGE UKautoapplicationsdataentry20030520DL-ZXE332(ITES,BoardPres.)(JS)-7