Leading Transformational Change
China, Outsourcing and Insurance Operations
www.resourcepro.com
| ©ReSource Pro, LLC | <Confidential>
CHINA
Fuelling the Next Wave of Growth
Transformational Growth
Fuelling Growth through Infrastructure
Transportation
Construction
Manufacturing
Airports
Next Phase… Innovation
OUTSOURCING
Continuing the Rise of Outsourcing in China
‘China has the opportunity to develop an outsourcing
industry much more robust than India ever will’
Michael Corbett, Chairman, IAOP
Outsourcing in China
30% global market share…
40
33.6
35
30
23.8
25
20
15
10
15.4
10.1
5
0
2009
2010
2011
China Services Outsourcing ($bn)
2012
Next Phase of China’s Outsourcing
…2020: $1.65 to $1.8 trillion??
‘… if companies do not invest
in
R&D activities, they will continue to
receive only low volume outsourcing
contracts which can stop them from
growing to new heights. ’
‘…too many of China’s service
outsourcing providers are still too
small, and as a result can target only
low value projects, because of
a lack of R&D investment.’
Source: Chinese Service Outsourcing Development Report 2012
(bpmwatch.com)
Being Transformational
Complete Solutions
Increase R & D capabilities
Leverage Technology
Higher Value Work
Trusted Partner
Domain Expertise
RESOURCE PRO
Becoming a Transformational Solution Provider
About Us
“The leading provider of operational solutions to insurance
organizations”
1,400 Employees
150 clients
95 Retail
45 MGA/PA
6 Carriers
Customized Back Office Solutions
4,000 + Tasks
250+ Systems
Doing the Right Thing?
Service Staff…
… only spend 30% of
their time servicing or
negotiating with carriers
and 52% of their time
processing.
Sales Staff…
… only spend 37% of
their time selling
and 52% of their time
servicing.
Source: Rough Notes, 2005
Can’t Just be a People Solution…
Risk of commoditization
Tactical - low value
Not sustainable
Low barrier to entry
Source: ft.com 2012
Being Transformational
Complete Solutions
PEOPLE – ‘Delegate’
Highly skilled workforce that can perform
both transactional and highly complex,
knowledge work.
PROCESS – ‘Optimize’
Experts in Insurance Operations that can
transform companies’ end-to-end processes.
TECHNOLOGY – ‘Automate’
Use ‘Productivity Accelerators’ to automate
manual steps in the process – both for work
performed by client and service provider.
14
Process - Productivity Solutions
Lean Process Consulting
Lean Process Design
Project Management
Operations Diagnostic
Operations
Consulting
Process Documentation
Change Management
HR Consulting
Benchmarking and
Analytics
15
Process - Productivity Solutions
29% reduction in cost per item
17% decrease in processing time
92% reduction in back logs
Technology - Productivity Accelerators
Intelligent Data Capture
E-Application
30% – 60% reduction in
time to check a policy…
Increased data
completeness & accuracy
30% reduction in
time to quote…
Elimination of double entry
Q&A
18