The strategy
is to centralize and standardize the
delivery of its services from these
centers, using IBM-developed
applications. IBM will deploy
processes that follow global
standards but more and more will be
tailoring our services to suit local
requirements using IBM's in-country
operations, Walker added.
Applications demonstrated during
a tour of IBM's facilities include
those dealing with travel
disbursement and global "relocation"
services for expatriates.
Evolving from HR
The Manila center is expected to
boost demand for services coming
from Asia-Pacific, Walker said. The
Manila center currently serves P&G's
operations in North America and
Europe.
Aside from Manila, IBM, which has
gradually transformed its business
model from selling products to
services, also operates HR delivery
centers in Costa Rica, Budapest and
Newcastle, U.K.
"We now have a number of clients
from North America moving their
requirements to Manila," said Kathy
Hegmann, head of IBM's Global BTO,
citing the core capability and
strong multi-language support of the
Manila center.
IBM also intends to expand its
capability from HR -- such as
payroll and benefits processing --
to finance and accounting services,
which are also touted to have big
market potential. IBM currently
delivers the latter range of
services from its centers in
Bangalore, India; Budapest, Hungary;
Krakow, Poland; and Tulsa, Okla.
Likewise, Hegmann added IBM plans
to grow IBM Daksh from call center
services to other CRM back-office
services similar to how Daksh has
diversified its operations to become
one of the leading back-office
service providers in India.
Additionally, IBM is also looking
forward to address the local market
for outsourced HR services. "It is
one key factor now looked into by
local companies who want to be
competitive not just locally but
globally," said Renato Jiao,
president of IBM Business Services.
