IBM, services, center, business, new, delivery, global
IBM opens new Global Services Delivery Center
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IBM today opened a new Global Services Delivery Center in Dalian, north-eastern China, significantly expanding its existing operations to meet the growing market demand for business process transformation and improved technology management services.
Companies in Asia Pacific, especially in Japan and Korea, are seeking to optimize business performance and generate growth through the improvement and management of business processes and technology. The new center in Dalian will initially house 600 staff with capacity to grow in line with client demand, enabling IBM to scale its business process transformation and technology management capabilities according to market needs.Acccording to IDC's Worldwide BPO Services 2004 Vendor Analysis: Assessing the Strategies of IT Service Providers, conducted in August 2004, 55 percent of enterprises are planning to start, maintain or expand outsourcing of business processes.
The new IBM Global Services Delivery Center in Dalian offers Business Transformation Outsourcing ( BTO ) services, which involves the transformation and delivery of business processes in key business functions such as customer relationship management ( CRM ), finance and accounting, human resources and procurement. Previously, the services operations in Dalian had delivered CRM-related business process services. The new center will enable IBM to extend these services to clients, who are looking to improve customer satisfaction, reduce transaction costs and increase revenue opportunities through improved cross-selling and customer retention. The BTO CRM service offerings include order management, customer care and call center operations.
The Dalian center, one of three IBM Global Services Delivery Centers in China, is part of IBM's integrated services delivery network of more than two dozen centers around the world that deliver the scale and expertise to operate and improve business processes and technology solutions.
According to Randy Walker, Asia Pacific general manager, Business Transformation Outsourcing, IBM Business Consulting Services, clients are looking to achieve greater business optimization beyond just cutting costs.
"IBM's Business Transformation Outsourcing is about taking a business process and innovating, transforming and operating it to improve customer satisfaction," he said. "The benefits are far greater than just reducing costs. It's a vital part of helping clients evolve their organizations into agile, resourceful and more responsive businesses."
The center will deliver a full range of application development and management services, including project management and business analysis, requirements definition, architecture, design, development, testing, maintenance, deployment and support.
In line with client demand, IBM will hire and develop a local workforce proficient in Cantonese, English, Japanese, Korean and Mandarin.
The Dalian center is certified at CMMI level 5, the highest certification level for process maturity and quality and improvement in software development. The new center features a high-performance network infrastructure and advanced technology and telephony systems.
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