2014 年 1 月 上 海 市 服 务 外 包 企 业 协 会
Shanghai Association of Service Outsourcing SASO 2012 2 ITO (BPO) (KPO) 1 2 3 4 5
6 7 8 9 10
890 2 200052 33600813 33600816 23110715 www.saso.net.cn 13916341273 13761844317 13916628508 13818528053 gyw630@163.com fdg51@aliyun.com shao@investsh.org.cn fwwbgyxh@163.com
2012 2 ITO BPO KPO 2014 1
目 录 1.... 1 2.... 5 3.... 9 4.... 13 5.... 15 6.... 19 7.... 23 8.... 27 9.... 30 10.... 34 11.... 37 12.... 41 13.... 43 14.... 46 15.... 48
16.... 53 17.... 55 18.... 57 19.... 59 20.... 61 21.... 63 22.... 66 23.... 68 24.... 71 25.... 73 26.... 76 27.... 79 28.... 81 29.... 84 30.... 86 31.... 89 32.... 91 33.... 94 34.... 96 1.... 98 2.... 101
3.... 106 4.... 111 5.... 114 6.... 116 7.... 118 8.... 120 9.... 123 10.... 125 1.... 127 2.... 132 3.... 134 4.... 136 5.... 139 6.... 142 7.... 144 8.... 147 9.... 150 1.... 152 2.... 154
3. 155 4.... 157 5.... 159 6.... 162 7.... 164 8.... 167 9.... 169 10.... 171 11.... 173 12.... 175 13.... 177 14.... 180 15.... 182... 184
ITO / BPO 2002 IT 13 4000 2012 9 5 ITIL 46 18 COPC-2000 ISO9001:2008 CMM3 CMMI4 ISO27001 IT 1
IT NTT Data ITO FRS 2012 COPC-2000 ISO 9001 2000 2
500 IT Work At Home VPN 2010 Dynamics ERP CRM ERP/CRM 3
IT 2012 100 2013 IAOP 2012 2013 100 4
ITO / BPO 2005 3 500 IT ERP BPO CMMI5 ISO27001 ISO9001 5
ArenaPSA 2010 2011 2013 6 2012 1 002649 8 6 2012 1.61 BPO 6
IT IBM Adobe 7
1. 2. IT 3. 8
ITO 1989 11,396 1400 95% 15% 40% 2002 2012 11 2007 002195 9
,,, /,,, /,,,, 10
CMMI ISO27001, " " Knowhow 11
, IT 12
ITO/BPO / KPO 2002 500 2011 2012 4 BPO KPO 13
60 25 14
ITO / KPO ( ) 50 25 2011 42 2012 43.6 2006 8 1000 500 TCL WPI SAC Arrow 2012 33760 25369.08 25263.58 15
380 95% 150 34 25 2009 12 2010 7 2011 10 2012 6 OEM / / 16
1. 11,000 2. OEM 3. 4 17
/ 18
ITO VSC 1988 3750 2012 1.4 2000 6 ISO9001 2002 2010 CMMI5 2012 2004 20 6 2008-2012 AAA 2009 2009 6 19
2006-2008 2009-2010 2010 1 2010 5 2010 2011 2011 2012 35 22 40 863 1 90 2 2004 ( ) 20
863 PAD Market WAP/WEBSITE 3 1 ERP ERP SAP BI SAP BI SAPBO BI BI Dr.Sum 2010 Dr.Sum SAP ERP ERP ERP 21
2 3) EES E-EnterpriseSolution VOICE E 22
ITO IT 1994 6 2000 5 4 23
IT IT IT 24
NEC TIS NTTdata IBM PSA IT ISO9001 2008 CMMI5 ISO/ IEC 27001 2005 1994 6 1996 1998 25
2000 ISO9001 2001 2002 Newtouch 2003 CMM3 2004 CMM4 2005 Newtouch 2006 Newtouch 2007 2008 CMMI5 ISO27001 2009 2010 2010 PDC 2011 IT 2012 26
ITO / BPO 2001 43,000 IT 10 30 ITO/BPO 200 80% 30% 80% Newegg 27
EDI 10 ISV CMMI4 28
2013 1.0 1.0 2 6 100% 300 40 IP 200 1.5 99.8% 29
ITO 1996 2012--2013 12.56 26 55 Xbox 360, PS3 30
: 2 PS2 30 3 Xbox 2005 CG 5 1. 31
2. 3. 2008 200 32
33
ITO / BPO Infosys INFY 2003 Infosys Infosys Infosys GDM IT Infosys 2007 CMMI 5 V1.2 34
ISO27001 Infosys Infosys Infosys 3 1 P&L Infosys IMPACT 2 Infosys Labs Infosys 600 3 35
Infosys Infosys Infosys Infosys Infosys 36
ITO ( ) 1991 4 2002 IT 100 37
20 2003 2009 2012 7 5 2005 CMM3/CMMI3 2007 ISO27001 2009 CMM4/CMMI4 21 20 38
2006 2007 -- -- OJT 100 CMM ISO 39
40
ITO ( ) INCREMENT P SHANGHAI Co. Ltd IPS (Pioneer) ( ) INCREMENT P 349.7 143 IPS 3D IPS IPS 41
IPS POI 3G 4G IT 2005 IPS ISO90001 PDCA 2010 1 IPS 2011 3 IPS IPS 42
ITO 2006 7 100 70 IT 43
(TPAs) OASIS 150 MSA OASIS IT OASIS ASP OASIS ASP ASP IBM 44
45
ITO /BPO 2005 IT / ISO27001 ODC 46
/ IT IT 47
ITO 2006 8 60% 30% OCR 5000 6000 48
CamCard 5000 2013 BBC 2011 2012Apple Store AR 20 Motorola HTC Nokia 49
a. b. c. d. e. 20 f. Excel vcard g. h. OA ERP IT PDF OCR CamScanner 50
6000 2013 2011 2012Apple Store Motorola HTC Nokia i. j. k. l. PDF m. OCR n. o. p., q. r. 51
50 Microsoft Intel Qualcomm SOFTBANK MOBILE NTT DOCOMO Verizon Wireless Sprint HTC SONY 500 2011 Google Google 2012 App Store 2011 2012 2013 50 iphone 3-5 52
ITO / KPO 2005 8 3 30% 2013 1000 Sony ( Vision Plus ) 240 IBM 53
IT ISO9001 2008 54
ITO/KPO 2005 3 1576.31 431 87.70% 2012 1.13 1801.09 1218.74 55
2007 LUDORUM 52 Chugginton BBC 150 9 56
ITO 2 0 0 4 2011 324 262 81 291 185 30 90 2011 59 49 2011 145 1 MioCAR 6 1GHz 512MB 4GB Android2.2 57
75 WiFi HIS MDS 2 GPS Mirror Link Iphone link Android IOS 3 GPRS Black Box Black Box GPS 58
ITO 2000 6 200 2006 2012 IOS APP 59
60
ITO / KPO RITS 500 -- 554 4 PC 90% 61
RITS 62
ITO ( ) 2003 10 IT 1 63
ISO9001 1. ERP 2. 3. / / 4. / / / / / / 64
/ USE /SAP 65
ITO ( ) 2004 5 M&S DTS 500 2012 1683 95% ERP 66
IT 2005 ISO9001 67
ITO 2001 10 2010 4 3 170 10 2009 68
smile 2009 69
70
ITO 2004 135 90% 2012 3785.37 418.82 ISO9001 2008 ISO27001 2005 2009 5 IT 71
IT 1 2 3 RFID, 4 ERP MRP 5 72
ITO 2002 2000 /IT 500 CMM Level 5 CMMI-SVC Level 3 ISO 27001 ISO9001:2008 SAS70 PIPA 73
IT IT IT ERP 2000 IT IT 74
BPO ODC BPO 75
ITO 2000 600 SI IT 2008 120 9 3 ANA OA ANA 50 76
IT 経 SYSTEMS 2010 150 TOOLS IT 2010 ERP ORACLE-JD Edwards ERP MBP 2006 2013 50 40 150 IT GIS MBP POS OMS WMS TMS BI GIS MBP MBP MBP 77
MBP 2012 2013 2014 MBP 78
ITO 1995 79
2000 1998 7 10, 300 28 90% 2003 6 BSI ISO9001:2000 2007 CMMI3 2013 SO9001:2008 80
ITO 2006 8 1500 2010 Synergy 81
2010 2013 ISO 82
+ 83
ITO 2002 IT IT IT IT IT IT 5000 IT 2010 IDC 2011 84
2013 IT IT 1. IT (VMware) 2. 7*24 3. (VMware) (VMware) 200 4. 5. 6. 7*24 85
ITO/KPO Marvell 1995 5000 Marvell SoC Marvell, SoC Marvell (Marvell) 86
Marvell Marvell Marvell 2012 Marvell 3G PXA 988/986 OEM TD-SCDMA WCDMA PXA1088 2012 LTE PXA 1802 OEM 3G 4G TD-SCDMA Marvell 4G Marvell AP LTE Modem Marvell Modem LTE Marvell 4G ICT LTE Marvell H3C 87
Marvell 1500 LTE RF Marvell 88
ITO 2001 IT ISO27001 CMMi5 CMMi5 (IAOP) " 100 " 50% 99% 89
IQ 7 PMI 0.02 100% 90
ITO/BPO OHS 2005 7 OHS 20 OHS 320 150 91
OHS 2009 9 OHS CMMI3 ISO27001 2008 2009 2010 2011 2012 : 92
1. 2. 3. ( : : 93
ITO / BPO / / / IT / ITO 94
50 95
ITO IC 2004 4 2007 2008 ISO9001 & ISO14001 2011 12 2009 11 PFM IC, 0.8V, LDO IC LDO IC 3C IC 96
2004 ERP IC 97
BPO 2001 500 60 2000 70% 2011 4.5 IT 98
2003 9 / 99
IT IT 100
BPO 1984 29 2012 552 2012 27 + +IT 101
2012 8629 19 5 40% 20 10 2012 100 2012 2096 2 1,000 102
2011-2012 2013 BPO 2009 50% 2012 1993 2012 1.8 IT ( ) IS027000/ISO9000 103
ISO9000 500 2008 100 8000 2011 2 9 2000 104
5 2013 480 1 105
BPO ( ) 2002 200 106
1. / B2B/B2C/O2O / TV/DM/EDM/SMS 2. API - erm - CRM 3. 4. 107
2012 BPO 2011 BPO ( ) ( ) 2010 BPO 2009 BPO 2008 2008APCCAL 108
2007 ( ) 2006 GCCRM ( ) 2005 MIICCOS CNCCA CRM 2004 109
CRM 2003 CRM 2002 CTI CRM 2001 110
BPO 1903 (Ford) (Lincoln) (Ford Credit) 17 7 65 6 1908 T 1913 T 1500 0 111
1913 T 1924 1978 ( ) 1995 10 25 ST ST / 26000 2011 2015 15 SUV 112
20 Ti-VCT 20% 2010 340 2015 2015 1200, 2010,,. 113
BPO 2003 6 114
115
BPO 500 Discover Financial Services 2008 1 PULSE ATM 500 2009 116
2010 300 117
BPO 2004 (Telexpress) Telexpress 2001 2002 CRM Telexpress 2005 Telexpress ISO27001 118
Telexpress 13 10 15% BPO Business Process Outsourcing know-how One Stop Shopping ISO9001:2008 Telexpress 119
BPO 2004 60 2009 ISO28000 2011 500 50 2012 2.0 120
" " 3 30 5-10 + 121
122
BPO ( ) 2005 SAP Business One ERP 100 ERP SAP B1 ERP 2009 SAP Business One ERP CRM 123
SAP 124
BPO GE ABB 500 ISO www.hibpo.com 125
www.qyzc.com.cn IT 126
KPO(CRO) 2000 12 2007 8 AppTec CRO 7000 6000 9 30 3000 50 10 127
2012 5 15 6000 70% 400 2006 128
GLP 2007 8 2008 1 AppTec 2010 2011 2012 129
500 50 2007-2013 130
4 7000, 131
KPO ChemPartner, ShangPharma 1900 2003 GMP 2012 5.6 46,500 7,000 AAALAC 5 1,300 60% 110 132
10 2009 2010 500 2009 50 500 10 CRO 133
KPO 2002 6000 1000 1400 COPC 134
PCCW Teleservices BPO 24 9,000 15 135
KPO 1908 120 80 12 2 58,000 2012 2, 836,128 11.3% 136
2011 9 137
50% GL8 2012 9 22 16 5.67 60 67 138
KPO 1997 4 2008 40 27% 73% 47% 53% 1/4 MBA 1/4 139
1 2 3 SolidWorks gproms FLUENT ANSYS Dymola, EES, isight, Intel Fortran, Matlab/Simulink 140
80 1 141
KPO ( ) CRO CRO CRO Contract Research Organization CRO CROU CROU ISO 9001:2008 CRO AC Medical CRONOVA CRO 400 142
400 Phase I Phase IV ACM C&R VCRO A-PACT 3 2012 5 SOP CRO 143
KPO ( ) 2005 10 2009 1665 X 144
X PV 1000 200 86% 5 300 145
146
KPO 2004 (CRO) cgmp 600 90% 90% 40 10-20 147
SELO 9 2008 928 500 52 50 16 50 2009 Red Herring 100 2012 100 100 17 2 148
I 20 3 FDA 149
KPO 2004 20000 300 50 15 (CRO) CRO 2008 MPI Research 150
(AAALAC) 2009 9 GLP 2010 MPI Research 2011 GLP SFDA GLP FDA 2009 CRO 2009 Sepracor 2010 1 2010 5 151
2003 4 11.88 152
153
1993 18 2001 2004 32 17 2001 2006 2007 154
, 190,000 530 2010 500 123 70 700 155
156
2009 10 21 30 30 10 2 2 4 7 1 1 1 157
30 2012 B 2011 6 2006 2007 2008 2009 2009 2008-2009 158
1912 37 2009 1000 2011 2012 2012 12.68 80 10 159
2013 9 29 160
161
2002 IT IT 5000 2012 162
1 2 CISM 3 CISP 4 CISSP 5 6 7 Microsoft Office Specialist 8 1 IT 2 3 1 IT 2 3 163
2006 10 2007 8 2009 6 5 30% 30% 500 30% 10% www.career1.cn 164
13 600 HP IBM Oracle XLINX 165
166
2005 6 2300 167
2008 168
2006 1. 2. 3. 169
4. 170
2002 50 (CNAS) 10 171
SHYF IT 10 1800 200 IBM 172
2004 110 1200 2005 2013 10561 8450 8623 80% 1 173
2 3 4 80% 2006 93 4550 174
2004 11 IT 2000 90 60 89.4% CMM3 13 1 2012 2013 IT 175
IT IT 176
1000 100 m2 86 500 50 m2 A 6.8 m2 177
30 1000 5000 m2 2014 10 3 5 50 m2 178
179
2012 50 180
500 181
2004 4 500 182
183
2201 2013 3 184
185