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论文编号：	11183
作者编号：	2320170354
上传时间：	2019/12/8 21:47:09
中文题目：	TCS公司BPO业务本地化运营策略研究
英文题目：	The Study on Localizaton Operations Strategy of TCS Company BPO Business
指导老师：	安利平
中文关键字：	业务流程外包，本地化，运营管理，运营策略
英文关键字：	Business Process Outsourcing, Localization, Operation Management，Operations Strategy
中文摘要：	摘要 近几年来，越来越多的企业为了成本节约以及提高市场竞争力，选择将非核心业务甚至部分核心业务进行外包； TCS公司作为全世界服务外包的领头企业在中国的发展如何；如果通过本地化运营，资源整合进一步增强自己的核心竞争力并在未来的几年保持更快业务增长是本文研究的主要问题。 笔者在服务外包行业有十三的工作经验，工作经历也涉及欧美，日本以及印度跨国企业，在多年行业经验和所在企业TCS进行深入调研的基础上，运用战略管理，营销管理，人力资源管理等理论知识，研究得出“以TCS现有资源条件为基础，通过整合和升级内部资源进一步增强核心竞争力，选择适合中国本地市场的业务类型以及业务运作模式为主要切入点，集中优秀的人力资源进行市场开发和运营，通过为客户提供创新服务以及更高效的交付模式来满足中国本地客户的特色需求；同时利用自己在世界市场的影响力和服务能力优势建立服务交付孵化器，带领中国服务外包企业走向世界，从而为业务的快速增长提供源源不断的动力和发展支撑”的的结论和对应的运营策略。 在此，需要重点声明的是，尽管业务流程外包（Business Process Outsourcing，下文简称为BPO）业务在很多国家发展迅猛，同时每年也有越来越多的本土和跨国企业加入竞争，但是对于中国市场而言，业务流程外包业务目前在中国还是一个不太成熟的业务领域同时从事服务外包企业的服务水平也参差不齐。由于全世界对数据安全，业务质量等的高要求， 在未来的十年中，业务流程外包业务也将面临不少的挑战和机遇。本文重点分析的是TCS 业务流程外包这一业务模式的整体运营策略，而对于其中不同的业务（例如，金融，财会，数据中心外包等）的具体运营策略将不做过多的描述和建议。本文本着将所学知识用于实际工作当中，期望可以为TCS以及业内同类企业发展业务流程外包业务提供必要的参考和借鉴意义。 关键词：业务流程外包，本地化，运营管理，运营策略
英文摘要：	Abstract In recent years, more and more enterprises choose to outsource non-core business or even part of core business in order to save costs and improve market competitiveness; how does TCS develop in China as the world's leading service outsourcing enterprise; This ariticle is to study how to integrate resources to further enhance its core competitiveness through localized operation strategies to have strong business growth in the next few years. The author has thirteen years’ working experience in the service outsourcing industry, involving multinational enterprises in Europe, America, Japan and India. On the basis of years’ industry experience and in-depth research on TCS, the author uses the theoretical knowledge of Operation Management, strategic management, marketing management and human resources management to study and draw the conclusion and following operation strategies that "on the basis of TCS existing resources, we should further enhance core competitiveness by integrating and upgrading internal resources, select proper business types and business operation models for China local market as the main entry point, leverage excellent human resources for market development and operation；Provide innovative services and more efficient delivery modes to meet the special needs of local customers in China; at the same time, leverage TCS Global influence and capabilities to establish service delivery incubators, carry out diversified operations and business models to lead Chinese service outsourcing enterprises to the world, finally provide continuous power and development support for the rapid growth of business ". In this regard, it should be emphasized that Business Process Outsourcing(Shorten As BPO in following) business is still an immature business field in China and the service level of service outsourcing enterprises is also uneven, although BPO business is developing rapidly and more and more local and multinational enterprises join in the competition every year. Due to the high requirements of data security and business quality all over the world, BPO business will also face many challenges and opportunities in the next decade. This paper focuses on the overall operation strategy of TCS BPO business model, and the specific operation strategy of different business (such as finance, accounting, data center outsourcing, etc.) will not be described and recommended too much. In this paper, the knowledge learned is applied to practical work, hoping to provide necessary reference to similar enterprises in the industry to develop BPO business. Key Words: Business Process Outsourcing, Localization, Operation Management，Operations Strategy
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