Case Study Of IBM PE Project Management Of Outsourcing

During the research stage, this study investigates the PE project for a long time. On the basis of interview to all levels of staff and management team, the study acquired a large number of project management information. Through the investigation of the PE project, the PE team faced some management problems:1 PE project could not achieve the accuracy rate standards which customer required; 2 the lack of specific service norms; 3 the lack of completed process management system. PE projects and customers signed a high-level accuracy rate standards. However, PE project often fail to reach the minimum target, thus affecting the service income. In aspect of service norms, the service standards of the PE project have not specific terms, especially for manual operation of the service standards.Current service norms could not meet the actual needs of the work. In process management,the company does not have a unified business process standards. Both the core process and the general process are in the stage of exploring.According to the five levels of maturity theory and its evaluation framework, the study analyzes in-depth all of aspects of the project. It is concluded that the reasons of the management problems PE project faced are: 1 poor staff business quality; 2 rigid service standards are not adapted to business development; 3 fragmentation of the process management system. In personnel aspect, the project faces a higher rate of manual operation errors, lack of professional knowledge, and the lack of training. In terms of service standards,service standards are currently unable to meet customer demand for the diversified business model, to process complex business, and to adjust with the change of business. In the process management, the project lacks a completed financial management system, lacks prefect internal control system, lacks linkage between process management and staff performance evaluation, and lacks a systematically applicable automation system.Based on the analysis of the root cause of the issue, this researcher designs a specific solution. Using the smile curve theory, the study comes to the conclusion that PE project needs to improve the value chain management. From the single service business which is lie in parabolic end, to upstream to process integration and automation system development, the project could increase value added and enhance the efficiency of business services. In terms of personnel, team need to strengthen the training, establish of ladder personnel management mechanism, create the system operation manual. In the service standard, PE project needs to establish a set of flexible service standards, to achieve the diversity of services, to build a mechanism of emergency services, and to maintain sustainable system development abilityfor the business changes. In the process of management, the project need to systematically integrate process, enhance staff the implementation of the process, and strengthen the design of ERP system in line with the process. According to these ways, the analysis hope to fundamentally solve the management problems faced by enterprises.This study, with the design of management solutions, not only hopes that the PE project can be implemented in practical applications, to solve the problem of enterprise operation and management, but also hopes to provide some reference for Chinese enterprises in the of the development of the process outsourcing industry. For possible problems China enterprise may face in the future, the study provides a specific examples and analysis...