服务外包企业与IT英语课件.pptx

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1、ServiceOutsourcingEnterprisesandITEnglishCou目录CONTENTSOverviewofServiceOutsourcingEnterprisesTheApplicationofITEnglishintheServiceOutsourcingIndustryOperationandManagementofServiceOutsourcingEnterprisesEmployeeTrainingandDevelopmentinServiceOutsourcingEnterprises01OverviewofServiceOutsourcingEnterpr

2、isesServiceoutsourcingreferstoanorganizationengagingexternalserviceproviderstohandlenoncorebusinessprocesses,typicallytoreducecosts,improveefficiency,andfocusoncorecompetenciesDefinitionServiceoutsourcingcanbedividedintobusinessprocessoutsourcing(BPO)andinformationtechnologyoutsourcing(ITO)BPOfocuse

3、sonbackofficefunctionslikeaccountingorhumanresources,whileITOinvolvestheoutsourcingofITinfrastructureandapplicationsmanagementClassificationThedefinitionandclassificationofserviceoutsourcingTheDevelopmentHistoryofServiceOutsourcingNowadays,serviceoutsourcinghasbecomeaglobalphenomenon,withoffshoreout

4、sourcingbeingapopularchoiceforWesterncompaniesseekingcostsavingsCurrentTrendsInthe1980s,companiesbegantooutsourcelowkilledjobslikedataentrytosaveoncostsEarlyDaysWiththeriskoftheinternet,companiesstartedoutsourcingmorecomplextaskslikesoftwaredevelopmentandcallcenteroperationsGrowthinthe1990sVSCostsav

5、ings,accesstoskilledlabor,focusoncorebusiness,andscalabilityaresomeofthekeybenefitsofserviceoutsourcingChallengesLanguagebarriers,culturaldifferences,securityconcerns,andlossofcontrolovercriticalprocessesaresomeofthechallengesassociatedwithserviceoutsourcingAdvantagesTheadvantagesandchallengesofserv

6、iceoutsourcing02TheApplicationofITEnglishintheServiceOutsourcingIndustryBasicknowledgeofcomputertermsFamilywithcommoncomputertermsallasRAM,CPU,USB,andtheirfunctionsBasicknowledgeofnetworktermsUnderstandingofbasicnetworkconcepts,includingIPaddresses,routes,andfirewallsTerminologyusedinsoftwaredevelop

7、mentUnderstandingofcommonsoftwaredevelopmentterms,includingbugs,featurerequests,rollback,andupgrade.BasicknowledgeandskillsofITEnglishTheApplicationofITEnglishinProjectCommunicationITEnglishisusedtocommunicateprojectobjectives,timelines,andkeymilestonesduringthekickoffmeetingStatusupdatereportsITEng

8、lishisusedtocommunicateprojectprogress,issues,andrecommendationsinstatusupdatereportsProjectclosuremeetingITEnglishisusedtosummarizeprojectoutcomes,lessonslearned,andhandoverofprojectdeliverablesduringtheclosuremeetingProjectkickoffmeetingCustomersupportticketsITEnglishisusedtorespondtocustomersuppo

9、rtticketsandunderstandthenatureofcustomerissuesPhonesupportITEnglishisusedforeffectivecommunicationwithcustomersoverthephonetoresolvetheirissuesEmailcommunicationITEnglishisusedtocommunicatewithcustomersthroughemailstoprovideinformation,resolveissues,orgatherfeedback010203TheApplicationofITEnglishin

10、CustomerService010203UsermanualsITEnglishisusedtowriteusermanualsthatprovideclearinstructionsonhowtouseproductsorservicesTechnicalspecificationsITEnglishisusedtowritetechnicalspecificationsthatdescribethefeatures,functions,andrequirementsofproductsorservicesOperationandmaintenancemanualsITEnglishisu

11、sedtowriteoperationandmaintenancemanualsthatprovideguidanceonthedailyoperationandperiodicmaintenanceofproductsorsystemsTheApplicationofITEnglishinTechnicalDocumentWriting03OperationandManagementofServiceOutsourcingEnterprisesOrganizationalstructureandfunctionsofserviceoutsourcingenterprisesClearande

12、fficientorganizationalstructureClearandprofessionalfunctionaldivisionoflaborOrganizationalstructureandfunctionsofserviceoutsourcingenterprisesFlexibleandfastmarketresponsePowerfulresourceintegrationcapabilityServiceOutsourcingEnterprises(SOEs)typicallyadoptaclearorganizationalstructurethatensureseff

13、ectivedecisionmakingandexecutionThisstructureoftenincludesamanagementteam,functionaldepartments,andprojectteamstohandlespecificoutsourcingengagementsThemanagementteamisresponsibleforoverallstrategyandoperations,whilethefunctionaldepartmentshandletaskssuchashumanresources,finance,andprocurementProjec

14、tteamsareformedforindividualoutsourcingassignments,ensuringafocusedapproachtomeetingclientneedsThissetupallowsSOEstohaveaclearchainofcommand,allocateresourceseffectively,andrespondquicklytomarketchangesOrganizationalstructureandfunctionsofserviceoutsourcingenterprisesSOEshaveawelldefinedsetoffunctio

15、nsandresponsibilitiesassignedtoeachdepartmentThisensuresthatworkiscarriedoutprofessionallyandwithoutanyoverlaporfusionDepartmentslikeHumanResources,Finance,Procurement,andITareresponsiblefortheircorrespondingfunctions,suchashiringandtrainingemployees,managingfinances,providinggoodsandservices,andimp

16、rovingITinfrastructureandsupportThesedepartmentscollaboratetoensurethesmoothoperationoftheenterpriseandthesuccessfuldeliveryofoutsourcingservicesSOEsneedtobeagileandresponsivetomarketchangesinordertostaycompetitiveTheirorganizationalstructureshouldallowforquickdecisionmakingandtheabilitytoadapttonew

17、opportunitiesorchallengesThisrequiresacultureofflexibilityandproactiveproblemsolvingamongemployeesSOEsalsoneedtohavestrongrelationshipswiththeirsuppliersandclientstoensurereliabledeliveryofservicesandquickresolutionofanyissuesthatmayariseRigorousprojectplanningStringentqualitycontrolEffectiveresourc

18、eallocationProjectManagementofServiceOutsourcingEnterprisesProjectManagementofServiceOutsourcingEnterprisesProjectManagementisacriticalaspectoftheoperationsofServiceOutsourcingEnterprises(SOEs)Itinvolvesplanning,organizing,leading,andcontrollingresourcestoachievespecificprojectobjectiveswithindefine

19、dtimeframesandbudgetsSOEsneedtohaveastrongprojectmanagementcapabilitytoensurethesuccessfuldeliveryofoutsourcingservicesThisincludesrigorousprojectplanning,effectiveresourceallocation,stringqualitycontrol,andcontinuouscommunicationwithclientsSOEsmustplaneachprojectcarefully,consideringfactorssuchassc

20、ope,timeline,budget,andresourcesrequiredTheyneedtoidentifythespecificobjectives,keydeliverables,andrisksinvolvedintheprojectThisplanninghelpstoensurethatworkiscarriedoutefficientlyandthattherearenorisksduringthecourseoftheprojectSOEsalsoneedtoallocateresourceseffectively,matchingtherightskillsandexp

21、ertisetoeachprojectThismayinvolveassigningpersonnelfromdifferentdepartmentsorevenoutsourcingsometaskstoexternalvendorsQualitycontrolisessentialintheprojectmanagementofSOEsItensuresthatservicesdeliveredmeettheagreedstandardsandexpectationsofclientsSOEsneedtohaveclearqualitypoliciesandproceduresinplac

22、ethatcoverallaspectsofservicedelivery,includingprocesses,outputs,andendresultsRegularauditsandinspectionsareconductedtomonitorcompliancewiththesepoliciesandidentifyanyareasthatrequireimprovementSOEsalsoneedtomaintainclosecommunicationwithclientsthroughouttheprojectlifecycletoaddressanyconcernsorissu

23、esthatmayariseThiscommunicationhelpstobuildtrustandguaranteesthatbothpartiesaresatisfiedwiththeservicedeliveryCustomerRelationshipManagementinServiceOutsourcingEnterprises01Clientsatisfactionastoppriority02EffectivecommunicationchannelsContinuousfeedbackloop03CustomerRelationshipManagementinServiceO

24、utsourcingEnterprisesCustomerRelationshipManagement(CRM)isacriticalcomponentoftheoperationsofServiceOutsourcingEnterprises(SOEs)ItfocusesonmanagingtherelationshipwithclientstoensuretheirsatisfactionandretentionCRMinvestmentsunderstandingclientneeds,expectations,andpreferences;Establishingstrongcommu

25、nicationchannels;AndprovidingexcellentservicedeliverySOEsneedtoprioritizeclientsatisfactionthrougheffectiveCRMpracticesClientsatisfactioniscriticalforthesuccessofSOEsbecauseitleadstorepeatbusinessandpositivewordofmouthreferralsSOEsneedtounderstandtheirclientsneedsandexpectationsthroughtoprovideservi

26、cesthatarealignedwiththeirgoalsandpreferencesThisrequiresregularinteractionandcommunicationwithclientstogatherfeedbackandinsightsSOEsshouldhaveclearcommunicationchannelsinplace,bothformal(suchasregularmeetingsorsurveys)andinformation(suchasphonecallsoremails),tocollectclientfeedback04EmployeeTrainin

27、gandDevelopmentinServiceOutsourcingEnterprisesProfessionalQualityRequirementsforEmployeesofServiceOutsourcingEnterprisesProficientinEnglishlanguageskills:ServiceoutsourcingenterprisesoftenrequireemployeestohaveagoodcommandofEnglishlanguageskills,includinglistening,speaking,reading,andwritingTechnica

28、lexpertise:Serviceoutsourcingenterprisesoftenrequireemployeestohavetechnicalexpertiseinvariousfields,suchasinformationtechnology,finance,andcustomerserviceCommunicationskills:Serviceoutsourcingenterprisesrequireemployeestohaveexcellentcommunicationskills,includingtheabilitytocommunicateeffectivelywi

29、thclientsandcolleaguesProblemsolvingskills:Serviceoutsourcingenterprisesoftenrequireemployeestohavestrongproblemsolvingskills,includingtheabilitytoidentifyandsolveproblemsinatimelymannerEnglishtrainingforemployeesofserviceoutsourcingenterprisesBasicEnglishtraining:Thistypeoftrainingisdesignedtoimpro

30、veemployeesbasicEnglishlanguageskills,includingpromotion,grammar,andvocabularyBusinessEnglishtraining:ThistypeoftrainingisdesignedtohelpemployeesunderstandbusinessrelatedEnglishlanguageandimprovetheirabilitytocommunicateeffectivelywithclientsandcolleaguesITEnglishtraining:Thistypeoftrainingisdesigne

31、dtohelpemployeesunderstandITrelatedEnglishlanguageandimprovetheirabilitytoreadandunderstandtechnicaldocumentationEnglishforspecificpurposestraining:ThistypeoftrainingisdesignedtohelpemployeeslearnEnglishthatisspecifictotheirjob,suchascustomerserviceEnglishorsalesEnglishCareerdevelopmentplanningforemployeesinserviceoutsourcingenterprisesJobrotation:ServiceoutsourcingenterprisesoftenprovidejobrotationopportunTHANKS感谢您的观看