OOOUTSOURCEDUTSOURCEDUTSOURCED SSSERVICESERVICESERVICES

OOOFFF

CCCHINAHINAHINA

201120112011

BPO, ITO BPO, ITO BPO, ITO ANDANDAND KPOKPOKPO

Inside Front Cover

The Author

Dr. Philip Hadcroft is a leading authority in the field of Business Process Outsourcing (BPO). He attained the world’s first PhD in that discipline in 2002, has worked extensively in that field for over 20 years and was appointed as the official BPO Strategy Advisor to the Heilongjiang (China) Government in 2006. He has chaired forums, run workshops and addressed audiences in this field all over the world.

In 2010, after 20 years on the leadership teams of multinational public companies, Dr. Hadcroft formed Practical Logic, a specialist management consultancy focused on outsourcing.

Such a high proportion of Practical Logic’s clients have been looking for a roadmap to begin or expand their businesses in China, that Dr. Hadcroft embarked on building this directory as a resource for the benefit of his team, and for the outsourcing profession more broadly.

Dr. Hadcroft hold Fellowships in management, marketing, and international marketing. At the time of publication, he is Chairman of the International Association of Outsourcing Professionals (Australian Chapter), and sits on the Board of the Council for Outsourcing Research and Education. He lives in Sydney, Australia with his wife Chris. He has two children, Damion, an engineer and Gabrielle, a graphic designer.

Email: information@practicallogic.com.au Web: www.practicallogic.com.au

The Author

Dr. Philip Hadcroft has been a leading practitioner in the services outsourcing industry since 1988. He spent 22 years as a BPO service provider, working in Asia, UK, USA, Australia and China.

Dr. Hadcroft also studied outsourcing at post-graduate level for 10 years, while working full-time in the industry. He attained a Graduate Diploma and a Master’s Degree both centred on outsourcing, and the world’s first PhD in BPO.

Dr Hadcroft started working in China in 2002, has addressed conferences, run workshops, lectured and consulted across 15 cities in China and in 2006 he was appointed as the official BPO Strategy Advisor to the Heilongjiang Government.

He has chaired forums, run workshops and addressed audiences in this field all over the world. In 2010, after 20 years on the leadership teams of multinational public companies, Dr. Hadcroft formed Practical Logic, a specialist management consultancy focused on outsourcing.

Such a high proportion of Practical Logic’s clients have been looking for a roadmap to begin or expand their businesses in China, that Dr. Hadcroft embarked on building this directory as a resource for the benefit of his team, and for the outsourcing profession more broadly.

Dr. Hadcroft holds Fellowships in management, marketing, and international marketing. At the time of publication, he is Chairman of the International Association of Outsourcing Professionals (Australian Chapter), and sits on the Board of the Council for Outsourcing Research and Education. He lives in Sydney, Australia with his wife Chris. He has two children, Damion, an engineer and Gabrielle, a graphic designer

Email: information@practicallogic.com.au Web: www.practicallogic.com.au

Foreword China’s services outsourcing industry is therefore one of the most rapidly changing business environments on earth. Its complexity, geographic scope and fast changing environment mean that finding the right supplier for the services you need can be elusive.

For over three years China’s Council for International Investment Promotion (CCIIP) has researched the country’s top performing outsourced service providers. They looked across eight industries and used six commercial criteria to arrive at a list of 131 high performing companies.

Taking this process further, we have reviewed all the services promoted by those top performing companies, classified them into the categories of BPO, ITO and KPO, and then built complete service taxonomies.

Now you can find the specific services you are looking for – and see at a glance which of China’s leading service providers is offering that function.

We think that’s practical and logical. We sincerely hope you find this directory a great help in better understanding services outsourcing in China.

Dr. Philip R. Hadcroft Managing Director Practical Logic Pty L:td. For detailed information about each of the companies named in this document, we refer you to the publications: Leading Services Outsourcing Companies of China 2011 and The Big Red Book of Outsourcing: A Directory to Services Outsourcing in China 2011

Assertion of Copyright ©

Practical Logic Pty Limited (ABN 15 145 719 286) asserts that the intellectual property in all original material published in this document, including the original compilations and tabulations of publicly available material, vest in itself alone.

Practical Logic Pty Limited also acknowledges that the intellectual property in non-original material published in this document may vest in other parties, and makes no claim to the ownership of that material. Specifically, the intellectual property in company logos at all times vests in the companies represented by those logos.

Every effort has been made to cite the original sources of qualitative material referenced in this document. Full acknowledgement of the authorship of such original material is given.

The logo and wording: The Big Red Book of Outsourcing TM are the registered trademark of Practical Logic Pty Limited (ABN 15 145 719 286).

© Practical Logic Pty Limited 2011.

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Contents

SECTION 1: OUTSOURCED SERVICES OFFERED BY CHINA’S TOP COMPANIES ...... 3 1.1 BPO Service Categories ..................................................................................................... 3

1.2 ITO Service Categories ...................................................................................................... 3

1.3 KPO Service Categories ..................................................................................................... 4

SECTION 2: WHERE TO BUY OUTSOURCED SERVICES IN CHINA ................................ 4 2.1 Where to buy BPO services in China.................................................................................. 4

Asset Management Services ..................................................................................................................... 4 Call / Contact Center Services .................................................................................................................. 5 Customer Service ...................................................................................................................................... 5 Data Management .................................................................................................................................... 6 Document Management .......................................................................................................................... 7 Finance & Accounting ............................................................................................................................... 7 HR Outsourcing ......................................................................................................................................... 8 Insurance Process Outsourcing ................................................................................................................ 8 Inventory & Distribution Services ............................................................................................................. 8 Legal Process Outsourcing ........................................................................................................................ 8 Online Commerce ..................................................................................................................................... 9 Project Management ................................................................................................................................ 9 Sales and Business Development ............................................................................................................. 9 Miscellaneous BPO Services ................................................................................................................... 10

2.2 Where to buy ITO services in China ................................................................................. 11

Computer Hardware ............................................................................................................................... 11 IT Infrastructure ...................................................................................................................................... 11 IT Operations .......................................................................................................................................... 12 Management Information Systems ........................................................................................................ 12 Networks & Communications ................................................................................................................. 13 Quality Assurance and Testing ............................................................................................................... 13 Software - Application Development ..................................................................................................... 14 Software – Product Development .......................................................................................................... 15 System Integration & Maintenance ........................................................................................................ 17 Technical Support ................................................................................................................................... 17

2.3 Where to buy KPO services in China ................................................................................ 18

Analytics ................................................................................................................................................. 18 Computer Graphics & Cinematography ................................................................................................. 18 Consulting Services ................................................................................................................................. 19 Corporate Services .................................................................................................................................. 19 Design - Graphics ................................................................................................................................... 20 Design - Engineering ............................................................................................................................... 20 Geo-spatial information Management ................................................................................................... 20 Medical & Pharmacological Services ...................................................................................................... 20 Training Services ..................................................................................................................................... 21 Research & Development ....................................................................................................................... 21

2

SECTION 3: A TAXONOMY OF BPO, ITO AND KPO SERVICES OFFERED BY LEADING SERVICE OUTSOURCERS IN CHINA ........................................... 22

3.1 Business Process Outsourcing (BPO) ............................................................................... 22

3.2 Information Technology Outsourcing (ITO) ..................................................................... 27

3.3 Knowledge Process Outsourcing (KPO) ........................................................................... 31

INDEX OF TABLES Table 1. Categories of outsourced services in China's BPO domain ....................................................................... 3 Table 2. Categories of outsourced services in China's ITO domain ........................................................................ 3 Table 3. Categories of outsourced services in China's KPO domain ....................................................................... 4 Table 4. Asset Management Services Providers ..................................................................................................... 4 Table 5. Call / Contact Centre Service Providers .................................................................................................... 5 Table 6. Customer Services Service Providers ........................................................................................................ 5 Table 7. Data Management Service Providers ........................................................................................................ 6 Table 8. Document Management Service Providers .............................................................................................. 7 Table 9. Finance and Accounting Service Providers ............................................................................................... 7 Table 10. Human Resources Service Providers ....................................................................................................... 8 Table 11. Insurance Process Service Providers ....................................................................................................... 8 Table 12. Inventory & Distribution Service Providers ............................................................................................. 8 Table 13. Legal Process Service Providers .............................................................................................................. 8 Table 14. Online Commerce Service Providers ....................................................................................................... 9 Table 15. Project Management Service Providers .................................................................................................. 9 Table 16. Sales & Business Development Service Providers................................................................................... 9 Table 17. Miscellaneous BPO Service Providers ................................................................................................... 10 Table 18. Computer Hardware Service Providers ................................................................................................. 11 Table 19.IT Infrastructure Service Providers ........................................................................................................ 11 Table 20. IT Operations Service Providers ............................................................................................................ 12 Table 21.MIS Service Providers ............................................................................................................................ 12 Table 22. Network & Communications Service Providers .................................................................................... 13 Table 23. Quality Assurance & Testing Service Providers ..................................................................................... 13 Table 24. Software – Application Development Service Providers ...................................................................... 14 Table 25. Software – Product Development Service Providers ............................................................................ 16 Table 26. Systems Integration & Maintenance Service Providers ........................................................................ 17 Table 27. Technical Support Service Providers ..................................................................................................... 17 Table 28. Analytic Service Providers ..................................................................................................................... 18 Table 29. Computer Graphics & Cinematography Service Providers ................................................................... 18 Table 30. Consulting Service Providers ................................................................................................................. 19 Table 31. Corporate Services Service Providers ................................................................................................... 19 Table 32. Design - Graphics Service Providers ...................................................................................................... 20 Table 33. Design - Engineering Service Providers ................................................................................................. 20 Table 34. Geospatial Information Management Service Providers ...................................................................... 20 Table 35. Medical & Pharmacological Service Providers ..................................................................................... 20 Table 36. Training Service Providers ..................................................................................................................... 21 Table 37. Research & Development Service Providers ......................................................................................... 21 Table 38. A Taxonomy of BPO Services in China................................................................................................... 26 Table 39. A Taxonomy of ITO Services in China .................................................................................................... 30 Table 40. A Taxonomy of KPO Services in China ................................................................................................... 34

Inside Back Cover

The Practical Logic Team

Compiling the Directory of Service Outsourcing in China 2011 required a considerable team effort.

Meet the team whose work made this possible:

Principal Dr. Philip Hadcroft

Research Vickki Elliott

John Omwamba

Roseanne Lim

J. G Enriquez

Mary Ann Hukagi

Database Management Janeth Subior

Jason (Zhang) Kangfu

Data Analysis Jocelyn Lim

Translation Gang Wang

David Xu

Graphics Jaime Teoh

Contact Details

Address: Practical Logic Pty Ltd PO Box 799 Drummoyne, Sydney NSW 1470 Australia

Email: information@practicallogic.com.au Web: www.practicallogic.com.au

The Practical Logic Team

Compiling The Outsourced BPO, ITO and KPO Services of China 2011 required a considerable team effort.

Meet the team whose work made this possible:

Principal Dr. Philip Hadcroft

Research Vickki Elliott

John Omwamba

Roseanne Lim

J. G Enriquez

Mary Ann Hukagi

Database Management Janeth Subior

Jason (Zhang) Kangfu

Data Analysis Jocelyn Lim

Translation Eve Zhang

Gang Wang

David Xu

Graphics Dickson Fernandez

Contact Details Address: Practical Logic Pty Ltd PO Box 799 Drummoyne, Sydney NSW 1470 Australia Email: information@practicallogic.com.au Web: www.practicallogic.com.au