FS Outsourcing Outlook.rar
Financial Services Outsourcing Outlook
金融服务外包观:快速增长的市场
目录
Executive Summary 12
Introduction 12
Financial services outsourcing market analysis 13
Business process outsourcing in financial services 14
BPO focus: US insurers 15
FS customer relationship outsourcing: Europe 16
FS customer relationship outsourcing: North America 17
Infrastructure and application outsourcing in financial services 18
Offshore outsourcing in financial services 19
Chapter 1 An introduction to financial
services outsourcing 21
Summary 21
Overview 22
Definitions 23
Outsourcing 23
Application outsourcing 24
Business process outsourcing (BPO) 24
Business transformation 25
Business transformation outsourcing (BTO) 25
Infrastructure outsourcing 26
Nearshore outsourcing 26
Offshore outsourcing 27
Benefits achieved through outsourcing 27
Barriers to outsourcing 28
Market overview 29
BPO 29
Customer relationship services/call centres 30
Infrastructure outsourcing 31
Offshore 32
Chapter 2 Financial services outsourcing
market analysis 35
Summary 35
Market drivers 36
Prospects for FSIs 37
Market analysis by geography 39
Europe 39
North America 40
Market analysis by outsourcing sector 42
Call center/customer relationship outsourcing 42
Infrastructure 44
Application outsourcing 45
BPO 47
BTO 48
Offshore 48
Front office vs back office 50
Chapter 3 Business process outsourcing in
financial services 53
Summary 53
Market overview 54
Propensity to outsource 55
BPO market opportunities 57
Country breakdown of European BPO opportunities 59
Leaders 59
Growers 60
Laggers 60
BTO or BPO? 61
BPO and BTO defined 62
BTO vs BPO – which will be the dominant strategy? 63
Challenges for BPO providers 64
Perceived risk 66
Corporate governance 67
Chapter 4 BPO focus: US insurers 72
Summary 72
Market overview 73
Horizontal BPO vs vertical BPO 76
Strategy drivers of BPO 77
Business and technology drivers for BPO 78
Business and technology inhibitors against BPO 79
Dependency 79
Perception of risk 80
Reluctance to outsource core business functions 80
Leakage 80
Intellectual property 81
Predicting costs 81
Overhype 81
Segregation from other customers’ outsourced businesses 82
Three potential models for BPO 82
End-to-end BPO 82
Sub-process BPO 82
Process-agnostic, functional BPO 83
BPO opportunities in US insurance 84
Overview 84
The claims management process 85
The policy administration process 86
Open versus closed books of business for life insurers 87
Onshore vs offshore delivery 88
Chapter 5 FS customer relationship
outsourcing: Europe 91
Summary 91
Market trends 92
Call center outsourcers 95
Financial services call center outsourcing 96
Market overview 96
Expanding service portfolios 98
New services 99
Telephony services 100
Human resources (HR) 100
CRM applications 101
Fulfillment 101
Implications of expanding service portfolios 101
Evolving pricing models 102
Traditional pricing models 102
Flaws in traditional pricing models 102
Risk / reward sharing 103
Risk / reward sharing in a service environment 104
Pricing risk / reward sharing agreements 105
Efficiency sharing pricing models 106
Action points 107
Chapter 6 FS customer relationship
outsourcing: North America 111
Summary 111
Overview 112
Customer relationship outsourcing in financial services 113
Inhibitors to growth 115
Reasons to outsource 116
Cost containment 116
Access to outsourcers’ experience and expertise 116
External delegation of staffing responsibilities 117
Concentration on core competency 117
Access to Spanish-speaking agents 117
Expanded portfolios 118
Full outsourcing 118
Insourcing 119
Set-up insourcing 119
Long-term insourcing 119
Co-sourcing 121
Value-add services 121
Transitioning from outbound to inbound services 122
Conclusion 123
Chapter 7 Infrastructure and application
outsourcing in financial services 125
Summary 125
Infrastructure outsourcing: Europe 126
Strategic drivers of infrastructure spend 130
Infrastructure outsourcing: North America 135
Market overview 136
Desktop 137
Network 137
Data center 138
Comparison with European infrastructure outsourcing 138
Opportunity identification 139
Line of business variations 142
Chapter 8 Offshore outsourcing in financial
services 151
Summary 151
The evolution of offshore and nearshore outsourcing 152
Offshore and nearshore locations 153
Dutch-speaking markets 154
English-speaking markets 154
French-speaking markets 155
German-speaking markets 155
Italian-speaking markets 156
Spanish-speaking markets 156
Locating within the EU 156
Implications of offshore and nearshore outsourcing 157
Barriers to offshore and nearshore outsourcing 158
Market drivers 161
Propensity to outsource in European FSIs 163
Market sizing and opportunities 165
Action points 168
Conclusion 170
Index 172
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