A Research On The Failure Reason And Solution Of P Enterprise Service Outsourcing

With the development of global economy and the information technology applied in various fields,the service outsourcing industry has become a trend industry in worldwide.Base on the large population and labor resources,China government's high attention and multiple policies support in recent years,the industry of service outsourcing in China has flourished.Nowadays,China has raised to the 2nd largest outsourcing country in worldwide.There are more than 40 thousands service outsourcing companies in China.The revenue of service outsourcing has increased dramatically.However,with the continuous expansion of China's service outsourcing scale and the transformation of service outsourcing industry structure,China's service outsourcing model has changed from single ITO service outsourcing to the increase of BPO and KPO service outsourcing model year by year,the complexity of service type and business model has resulted in the increase of failure cases between two parties,it brings more risks in the service delivery and loss of the profit for both parties.As the service providers,they are facing big challenges in front in terms of service efficiency and quality.This assignment is prepared base on the present situation of P enterprise,by the way of reviewing the related theory of service outsourcing,service failure,life cycle project management and collaboration management in the literature materials,interviewing with management team of P enterprise and investigating of different cases of realistic projects belongs to P enterprise,it analyzes the causes of service outsourcing business failure and proposes a collaboration management platform project.Combined with P enterprise service project management system of whole life cycle,the author emphasizes the monitoring management module of service operation.This collaboration management platform has fully control in many aspects,such as the personnel information,project information,operation cost,project assets,information security and project quality management,etc.It has utilized internet technology and achieved the effective and real-time interaction.It has broken through the communication barriers between different parties.It also reduced and avoided the failure possibility which caused by information asymmetry,resources mismatch and invalid waste in the operation.It has achieved a periodical progress since the Phase I collaboration management platform project development and online deployment.For example,the operating labor cost of P enterprise has decreased because of the informatization platform.It has increased the SLA(service level agreement)score of customer service and reduced the possibility of risk issues due to the information security control preposition.All in all,these solutions have played a significant and positive role in the decrease of P enterprise service failure issues.However,due to the imperfect function and short time practice,this project still has some shortcomings which need to be continuously iterated and practiced.