IBM Expands Services Delivery Capacity With New Center in Dalian, China

IBM today opened a new Global Services Delivery Center in Dalian, north-eastern China, significantly expanding its existing operations to meet the growing market demand for business process transformation and improved technology management services.

Companies in Asia Pacific, especially in Japan and Korea, are seeking to optimize business performance and generate growth through the improvement and management of business processes and technology. The new center in Dalian will initially house 600 staff with capacity to grow in line with client demand, enabling IBM to scale its business process transformation and technology management capabilities according to market needs.

Acccording to IDC's Worldwide BPO Services 2004 Vendor Analysis: Assessing the Strategies of IT Service Providers, conducted in August 2004, 55 percent of enterprises are planning to start, maintain or expand outsourcing of business processes.

The new IBM Global Services Delivery Center in Dalian offers Business Transformation Outsourcing (BTO) services, which involves the transformation and delivery of business processes in key business functions such as customer relationship management (CRM), finance and accounting, human resources and procurement. Previously, the services operations in Dalian had delivered CRM-related business process services. The new center will enable IBM to extend these services to clients, who are looking to improve customer satisfaction, reduce transaction costs and increase revenue opportunities through improved cross-selling and customer retention. The BTO CRM service offerings include order management, customer care and call center operations.

The Dalian center, one of three IBM Global Services Delivery Centers in China, is part of IBM's integrated services delivery network of more than two dozen centers around the world that deliver the scale and expertise to operate and improve business processes and technology solutions.

According to Randy Walker, Asia Pacific general manager, Business Transformation Outsourcing, IBM Business Consulting Services, clients are looking to achieve greater business optimization beyond just cutting costs.

"IBM's Business Transformation Outsourcing is about taking a business process and innovating, transforming and operating it to improve customer satisfaction," he said. "The benefits are far greater than just reducing costs. It's a vital part of helping clients evolve their organizations into agile, resourceful and more responsive businesses."

The center will deliver a full range of application development and management services, including project management and business analysis, requirements definition, architecture, design, development, testing, maintenance, deployment and support.

In line with client demand, IBM will hire and develop a local workforce proficient in Cantonese, English, Japanese, Korean and Mandarin.

The Dalian center is certified at CMMI level 5, the highest certification level for process maturity and quality and improvement in software development. The new center features a high-performance network infrastructure and advanced technology and telephony systems.

IBM Global Services is the world's largest information technology services and consulting provider. Some 190,000 professionals in more than 160 countries help clients integrate information technology with business value -- from the business transformation and industry expertise of IBM Business Consulting Services to hosting, infrastructure, technology design and training services. IBM Global Services delivers integrated, flexible and resilient processes across companies and through business partners, enabling clients to save money and transform their businesses to be more competitive. For more information, visit www.ibm.com/services.



Contact:
For more information contact:

James Sciales
IBM Global Services
914-766-4664
sciales@us.ibm.com



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Source: IBM

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