First, the concept and characteristics of service outsourcing industry
Service outsourcing is a new format of modern service industry, that is, enterprises or governments (even national defense departments) integrate information services, application management and business processes, and even R&; D design and research and development are outsourced to third-party service providers to reduce costs, optimize industrial chain or administrative efficiency, and improve core competitiveness and public service level. With the development of information technology, the content of service outsourcing has been upgraded from ITO (information technology outsourcing) and BPO (business process outsourcing) to KPO (knowledge process outsourcing). It is estimated that by 20 10, the global market scale will reach 400 billion, 200 billion and 20 billion dollars respectively. The compound growth rate (CGAR) is 6%, 9% and 45% respectively.
The characteristics of service outsourcing industry development: services are more specialized, such as new drug research and development and testing, engineering design, human resources outsourcing, financial product design, data deep mining and processing and other professional knowledge are gradually entering the outsourcing ranks; The service is more extensive and in-depth, and the outsourcing scope is gradually expanded, covering the whole process of the enterprise; Innovative operation forms such as enterprise alliance, virtual organization and shared service center are constantly emerging.
The development path and mode of service outsourcing mainly include: extending with the global expansion of multinational enterprises serving customers; According to the service needs of communication, finance, insurance, biopharmaceuticals and other industries; Developed by the original software enterprise to expand its business; The drive of international outsourcing enterprises to enter China market: the drive of intermediary organizations such as associations. The development of service outsourcing enterprises is unstoppable, and it will get twice the result with half the effort if we follow the law and make the best use of the situation.
Second, the status quo and advantages of service outsourcing industry
In today's global service outsourcing field, India's software outsourcing industry is far ahead. In addition to Indian, Canadian software and back-office services also account for nearly 30% of the global share, while China and Eastern Europe only account for 5% each. The United States, Japan and Western Europe are the main contractors in the world, and the total service outsourcing accounts for about 95% of the world. In recent years, with the rapid development of China's information industry, various service outsourcing enterprises have sprung up like mushrooms after rain, but there is still a lack of indomitable brands and industry leaders galloping in the world market. Due to the lack of strength of local enterprises, it has become a visible reality for Indian software giants to invest in China to accept Japanese big orders and for China employees to work.
The advantages of India's software industry lie in its reputation, internationalization, language, culture, human resource advantages (professionalism), information security and standardization, scale and proceduralization. As the most potential outsourcing undertaking country, China's advantages lie in government policy support, good infrastructure, potential human resource advantages, the increase of foreign investment and the development of advanced manufacturing industry. These advantages are mainly reflected in various aspects: social and political stability, sustained, rapid and healthy development of the national economy, and promising development prospects; The investment environment has been continuously improved, and the field of opening to the outside world has become broader; Rich in human resources, with a large number of highly educated and high-quality labor forces and low labor costs, China is gradually becoming a global manufacturing center, and modern service outsourcing is booming; The consumption level of residents is constantly improving, and the market potential is huge; Modern infrastructure such as transportation and communication is relatively complete; Sino-Japanese cooperation and Sino-Korean cooperation have advantages in geography, language and culture. The eastern region of China, especially the Pearl River Delta and Yangtze River Delta, has formed industrial clusters with high product matching, which provides convenient conditions for undertaking international service outsourcing. Therefore, China's favorable conditions have gradually formed a strong attraction for international service outsourcing.
Third, improve the understanding of service outsourcing industry.
1. Understanding of the importance: developing modern service industry, especially service outsourcing industry (including offshore, onshore and reverse outsourcing) is conducive to adjusting the economic structure, improving the level of openness, changing the growth mode, saving energy and protecting the environment, creating jobs, learning from internationally accepted advanced management experience, and improving the level of information-driven industrialization.
2. Understanding of industry gap: Compared with advanced countries in service outsourcing, there is still a big gap. From the perspective of industry history, India vigorously promoted the software industry in the 1990s. Five years ago, Indian companies acquired high-end consulting industries in Europe and America in the capital market. Now it has entered the stage of global layout and made great strides towards KP0. Ireland, Singapore, Malaysia, Mexico, Czech Republic, Poland and Philippines followed closely. In terms of enterprise scale, there are few service outsourcing enterprises with more than 10,000 people in China, while Infosys alone in India has 90,000 employees and an annual turnover of 5 billion US dollars. Judging from the talent pool, we are seriously short of talents who can get big orders and organize project management, and the available talent gap cannot be solved in the short term.
3. Understanding of development bottlenecks: Our main bottlenecks are talent, intellectual property protection, safety certification, brand, scale, credit environment of the whole society and cultural differences. Only the right medicine can catch up.
4. Understanding of work priorities: We should take national strategy and brand building in China as long-term goals. Through the cooperation of various departments, the government has implemented various support measures, focusing on personnel training, reducing management costs, incorporating innovative projects and improving the level of R&D, so as to promote the development of China's service outsourcing industry, thus improving the level of openness. Fourth, the problems in the service outsourcing industry.
1, the talent gap is huge. First, the number is not enough; Second, lack of ability; Third, there is a lack of high-quality PM talents; Fourth, lack of professionalism and team spirit. Service outsourcing needs compound talents, our foreign language talents are not good at information technology, our IT talents lack practical foreign language ability and professional knowledge, and small language talents (Japanese, Korean, Spanish, German, French). We know very little about the culture of the service country and the rules of various industries. In practice, KP0 business often needs talents with both foreign languages, IT, tool-based professional skills (such as analysis, modeling and design) and professional knowledge (such as finance, electric power, chemical industry and communication). This kind of talents has low success rate, long training period and monotonous training mode. Even in India, the brain drain rate is around 25%. At present, although China University has a large number of graduates every year, the survey shows that only 10% of engineering graduates are qualified to enter service outsourcing enterprises. In addition, China lacks senior management talents with global vision who can lead large technical teams to undertake complex outsourcing, and skilled talents with foreign language ability who are familiar with the business culture of the contracting countries.
2. The policies and regulations supporting the service outsourcing industry are not perfect. First of all, the overall environment of intellectual property protection and safety certification affects the trust of contracting parties and the competitiveness of China enterprises. Secondly, in the implementation of the pilot policy of technologically advanced service outsourcing enterprises, the enterprise identification is vague, relying only on the software industry and high-tech enterprises, and the policy implementation is not enough. Third, there is still a lot of room for improvement in the efforts of local governments in land approval, personnel settlement, and improving transportation and accommodation conditions for employees. In addition, the supporting measures of various government departments need to be improved: for example, the customs clearance of serum samples before obtaining drug production licenses; The high income tax of high-end employees makes it difficult to retain talents; Handling foreign exchange clearing business and separation of funds; Moderately open telecom value-added services; Master information technology flexibly in labor; It is not convenient enough to change visas abroad.
3. The competitive strength of enterprises is weak. China's service outsourcing enterprises are generally small in scale and lack of influential large enterprises and well-known brands, which leads to their weak ability to receive packages, low market awareness, low delivery quality and insufficient timeliness, and it is difficult to compete with foreign enterprises. China's government and large enterprises actively outsource their services to China, and they are too superstitious about large foreign-funded enterprises, which leads to the failure of local enterprises to grow and grow smoothly.
Verb (abbreviation of verb) Suggestions on developing service outsourcing industry
1. Plan the development of China's service outsourcing industry to the national strategic level. Development and Reform Commission, Ministry of Information Industry, Ministry of Science and Technology, Ministry of Commerce, Ministry of Finance, Ministry of Personnel and Labor and other relevant departments should make corresponding plans. Give the industry independent status and formulate relevant industrial policies. Will support the development of KPO into the national knowledge innovation project for planning. We should not only attach importance to the original world-leading basic research, but also make great efforts to attach importance to the important applied technology research, and give full play to the intelligence of China people to enter the KPO field by leaps and bounds.
2. Formulate policies and give strong support to the service outsourcing industry. Speed up the construction and standardization of credit system and safety certification, so as to gradually improve the international recognition of outsourcing in China. Strengthen CMM certification, and constantly improve the competitiveness, management level and delivery capacity of enterprises. Strengthen the research on the relevant laws, development models and scientific management of service outsourcing industry, and formulate corresponding statistical norms to facilitate the guidance of this industry.
3. Accelerate personnel training through the combination of Industry-University-Research. To promote education reform, education management departments should encourage school-enterprise cooperation in training. In the short term, we can speed up the expansion of training scale by subsidizing training and "credit exchange" (those who pass the training in professional training institutions will be recognized as equivalent university credits by colleges and universities), and major engineering universities with conditions should strengthen the cultivation of foreign language ability. Information majors should expand their professional scope through the training center project and solve the current talent bottleneck as soon as possible. Encourage overseas students to return to China to start businesses and run related enterprises, and give them national treatment. Give equal treatment in scientific research project declaration, reward evaluation and other aspects.
4. Consolidate the existing foundation and play an exemplary role. Gradually expand the pilot scope of cultivating leading enterprises, important regions and brands, and study the functional status and differentiated development of each base. Do a good job in the construction of various platforms in the park, such as software testing center, service outsourcing research center, training center and engineering technology center, so that they can play a greater role.
5. Improve the competitiveness of enterprises. Encouraging the government and large state-owned enterprises to actively purchase services and open up domestic market demand can support China's service outsourcing enterprises and improve their management level; Encourage enterprises to go abroad through financial support and international market mergers and acquisitions; Encourage entrepreneurs, intermediary organizations and industry associations to play an active role, and improve the ability to collect packages through enterprise alliances, study exchanges, business exhibitions and other forms; Establish an intellectual property protection fund, accept complaints after paying first, and effectively improve trust; In the case of rising labor costs, the reduction of management costs will become an important link to improve competitiveness, and China has great space and potential in this respect, which should be paid attention to.
6. Comprehensively develop the service outsourcing industry through multiple channels. Take the opportunity of Olympic Games, World Expo, etc., increase publicity, and launch the overall brand of "China Outsourcing" through the practice of outsourcing services. Increase the transparency and information sharing of e-government, improve the service and coordination ability of relevant government departments, and make joint efforts to promote the rapid and healthy development of China's service outsourcing industry. I believe that under the great attention of the CPC Central Committee and the State Council, after five years-10 years of efforts, China's service outsourcing industry will surely achieve amazing development that attracts worldwide attention, just like the manufacturing industry.