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What shold service outsourcing industry do in the era of Internet plus?
"For the service outsourcing industry, the arrival of the era of artificial intelligence is both an opportunity and a challenge." Chen Jiang, general manager of Livecom Technology (Shenzhen) Co., Ltd., said in an interview recently.
Service outsourcing is a kind of economic activity that an enterprise separates the basic, common and non core IT business originally provided by itself from the value chain and outsource it to external professional service providers.
Thanks to the promotion of China's service industry opening and the vigorous development of new technologies such as big data and artificial intelligence, China's service outsourcing enterprises are accelerating the industrial transformation and upgrading. According to China Outsourcing Brand Development Report 2018, China's service outsourcing business capacity has improved significantly. Service providers have increased R & D investment, strengthened business type innovation, mode innovation, management innovation, continuously improved professional service ability, continuously optimized service outsourcing business structure, increased the proportion of knowledge process outsourcing (KPO) from only 28% in 2012 to 38% in 2017, and different professional service ability represented by it solutions, supply chain management, data analysis, industrial design, etc to a greater extent.
At the 2018 global service outsourcing conference, Fang Aiqing, former Vice Minister of the Ministry of Commerce, provided such a set of data. In the first quarter of this year, the contract value of service outsourcing undertaken by China was 265.99 billion yuan, up 15% year on year. Among them, the contract value of offshore service outsourcing was 168.03 billion yuan, and the executed value was 103.39 billion yuan, up 13.6% and 10.6% respectively year on year.
Internet, big data, cloud computing and other new technologies not only provide technical means for innovative business of service outsourcing enterprises, but also bring new challenges to the development of the industry. Some service outsourcing businesses will slowly withdraw from the market.
For this reason, some enterprises have made use of artificial intelligence to innovate the business forms and modes of service outsourcing, such as Pactera company, which uses AI technology to help banks establish an intelligent monitoring system for face recognition, and IBM, which uses artificial intelligence and other technologies to realize business process automation and digitalization.
Livecom has a clear understanding of the development trend of the industry. In recent years, it has been exploring various ways to improve the service level. Only taking operation and maintenance services as an example, Livecom has entered the stage of comprehensive attempt of intelligent operation and maintenance from the traditional manual way. "Guarantee the service quality of customer network with the least human and material resources. Once the network problems, generally do not need human intervention, the system can self repair. The ultimate value of our services is not human intensive, but driven by new technologies and new means. " Chen Jiang said.
In the era of Internet plus, traditional advantages are slowly losing. What is the job of the contractor or the contractor?
"First of all, we need to give full play to the value of services and tailor solutions to target customers. Secondly, organize and coordinate various resources according to the plan, from top-level design to establishing a set of ecological chain, so that customers can get the maximum value from it. Finally, professional companies do professional things, which is also the purpose of service outsourcing. " Chen Jiang said.
Li Jun, director of the International Service Trade Research Institute of the Ministry of Commerce, believes that in the future, the work of factory workers and office administrators will be replaced by machines. The development direction of service outsourcing is to take the high-end route, and help it improve and optimize the scheme through the mode of communication with it.
Service outsourcing is a kind of economic activity that an enterprise separates the basic, common and non core IT business originally provided by itself from the value chain and outsource it to external professional service providers.
Thanks to the promotion of China's service industry opening and the vigorous development of new technologies such as big data and artificial intelligence, China's service outsourcing enterprises are accelerating the industrial transformation and upgrading. According to China Outsourcing Brand Development Report 2018, China's service outsourcing business capacity has improved significantly. Service providers have increased R & D investment, strengthened business type innovation, mode innovation, management innovation, continuously improved professional service ability, continuously optimized service outsourcing business structure, increased the proportion of knowledge process outsourcing (KPO) from only 28% in 2012 to 38% in 2017, and different professional service ability represented by it solutions, supply chain management, data analysis, industrial design, etc to a greater extent.
At the 2018 global service outsourcing conference, Fang Aiqing, former Vice Minister of the Ministry of Commerce, provided such a set of data. In the first quarter of this year, the contract value of service outsourcing undertaken by China was 265.99 billion yuan, up 15% year on year. Among them, the contract value of offshore service outsourcing was 168.03 billion yuan, and the executed value was 103.39 billion yuan, up 13.6% and 10.6% respectively year on year.
Internet, big data, cloud computing and other new technologies not only provide technical means for innovative business of service outsourcing enterprises, but also bring new challenges to the development of the industry. Some service outsourcing businesses will slowly withdraw from the market.
For this reason, some enterprises have made use of artificial intelligence to innovate the business forms and modes of service outsourcing, such as Pactera company, which uses AI technology to help banks establish an intelligent monitoring system for face recognition, and IBM, which uses artificial intelligence and other technologies to realize business process automation and digitalization.
Livecom has a clear understanding of the development trend of the industry. In recent years, it has been exploring various ways to improve the service level. Only taking operation and maintenance services as an example, Livecom has entered the stage of comprehensive attempt of intelligent operation and maintenance from the traditional manual way. "Guarantee the service quality of customer network with the least human and material resources. Once the network problems, generally do not need human intervention, the system can self repair. The ultimate value of our services is not human intensive, but driven by new technologies and new means. " Chen Jiang said.
In the era of Internet plus, traditional advantages are slowly losing. What is the job of the contractor or the contractor?
"First of all, we need to give full play to the value of services and tailor solutions to target customers. Secondly, organize and coordinate various resources according to the plan, from top-level design to establishing a set of ecological chain, so that customers can get the maximum value from it. Finally, professional companies do professional things, which is also the purpose of service outsourcing. " Chen Jiang said.
Li Jun, director of the International Service Trade Research Institute of the Ministry of Commerce, believes that in the future, the work of factory workers and office administrators will be replaced by machines. The development direction of service outsourcing is to take the high-end route, and help it improve and optimize the scheme through the mode of communication with it.
