The BPO landscape is changing - VNITO Alliancevnito2019.vnito.org/storage/presentation/panel...
Transcript of The BPO landscape is changing - VNITO Alliancevnito2019.vnito.org/storage/presentation/panel...
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“We live in a moment of history where
change is so speeded up that we begin
to see the present only when it is
already disappearing.”
R.D. Laing
The BPO landscape is changing
day by day!
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In the 1990s
Frank Schellenberg
Germany
078912345
Leipzig
06 C19 Clipper 20 50c. €3.00
02 C19 Shear 20 20c. €1.00
€4.00
Catalog
Ordering products
from catalog
is very popular
Data entered manually
into delivery note
An example of order process
Buyer - Ordering Postal service-Delivering Supplier - Invoicing
Capture data 100% manually
into inventory list
Export paper invoice
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In the 2010s
Buyer - Ordering Supplier - Invoicing
Shopping online – the most
common way to buy things
Easy to buy with a click
Shipping with
‘Track and Trace’ system
Data extracted: 60%
automatically and 40% manually
Automate e-invoice process
Postal service- Delivering
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In the 2020s
Buyer - Ordering Supplier - Invoicing
VR, AR and IoT change the
way to shopAutonomous trucks and drones
Real time Monitoring
OCR technologies, AI and
Machine learning help to
process data 90% and only
10% need humans support
Postal service- Delivering
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Investment Manual Process
Comparison of Traditional and Digital BPO
Quality and Security
Traditional BPO Digital BPO
Investing in technology helps BPO providers significantly reduce cost in a long run,
also improve service quality and security.
100% manual
Manual process: 20% and less
Average quality and security
Outstanding quality and security
Low investment but increasing costs One-off investment and low maintenance cost after
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Digital Transformation – Fighter or Surrender
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Transforming from Hardware provider
to Information Technology
Strategic Failures – Digital Photography
destroyed film-based model
Telecoms: from analogue telephony to a
digital Service provider
The cases of…
Inability to act - Unable to innovate
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DIGITAL TRANSFORMATIONOpportunity or Challenge?
You decide!
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GERMAN QUALITY – MADE IN VIETNAM
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