Ask the master to answer BPO homework.

After working in BPO company, the largest financial industry in China for a period of time, I personally set up a demand analysis team there, which made the demand analysis there grow from scratch, from immature to mature. I can't tell you how satisfied I am with the boss there now, which I cultivated bit by bit from a fresh student. However, BPO in China's life insurance industry still faces many problems and difficulties, and it can't be said to be a mature industry. Some problems about the nature of the industry have been mentioned to the leaders there before, but for various reasons, some things have not been improved. Let's talk about the problems brought to life insurance companies after the implementation of BPO, and the disadvantages of the BPO core processing system itself. Because the BPO integrated processing system is essentially different from the core business system of life insurance companies, life insurance business process outsourcing will bring the following problems to life insurance companies: 1, and the number of problem cases at the data level will increase sharply. In all fairness, it is not all the problems of outsourcing companies, but also the reasons for the irregular business reporting of life insurance companies. Generally speaking, there are many reasons for outsourcing. So what caused the surge in the number of problem pieces? From my past experience, there are mainly the following points: a, it is inevitable that life insurance companies choose to implement BPO, which means the inevitable growth of new contract processing processes and the increase of links; This means the growth of processing chain, communication chain and error correction chain, so the increase of problems becomes an inevitable phenomenon. B, the human factor, no matter how advanced the technology, people are still the most important factor-this eternal truth. What was the background level of life insurance companies before BPO was implemented? What degree? To what extent do you know the rules of your company? Life insurance companies can never expect BPO to have that level of manpower input-otherwise BPO will have no cost advantage. C, system gap, BPO companies generally use their own comprehensive entry platform to handle the single entry business of Duojia Life Insurance Company. The control of rules by such a comprehensive processing platform is incomparable to the production system of life insurance companies. In fact, this is where BPO company can make up for it through its own efforts. At present, the status quo of BPO processing system is that there will be a comprehensive processing system with input task as the core and minimum granularity as the field to realize data input, and a set of output programs will be specially developed for each customer according to their different requirements. Generally speaking, the rules required by customers will be implemented in the output program, and the logic check of the output will also be implemented in the output program and the problem items will be marked. As far as I know, at present, no BPO company has the ability to realize the rule engine, that is to say, the rule inspection realized by BPO company can only be an after-the-fact inspection, and it is impossible to mark the defective parts as a preventive inspection like the production system control insurance rules; This also means that most of the rule checking and rule conversion realized by BPO company are realized by writing dead code. In this case, BPO company is unlikely to conduct a very complete rule check, which also leads to an increase in the number of problem pieces. 2. Because some BPO companies often make mistakes that employees of life insurance companies can't understand, more people may be willing to attribute these problems to institutional reasons. Some mistakes made by BPO companies are often made by backstage employees of life insurance companies, so some mistakes are understandable and tolerant for employees of life insurance companies; For example, no one dares to say that this problem has been solved perfectly at the institutional level. (There is another point here. After building a sales support system in the future, I found that if the pre-entry function of insurance applications is implemented in the sales support system, this problem and the aforementioned problems at the data level can be perfectly solved-but this idea faces the challenge of the acceptance ability of this agent or customer). But some problems are impossible mistakes in the eyes of employees of life insurance companies, and the emergence of such problems has brought great pressure to BPO companies. For this problem, I think there are two main reasons: a, human factors-as before, we can't expect the recruiters of BPO company to have the same common sense and understanding of company rules as the background of life insurance companies with higher education. B, system gap, there is a huge gap between the core system of life insurance and the comprehensive processing platform of BPO company, and the most important thing is that the comprehensive processing platform of BPO company lacks the soul of the core system-product module. This means that the comprehensive processing platform of BPO company can't verify and process the rules at the product level and the more detailed responsibility level, but can only handle a part of the general rules of insurance rules. Anyone familiar with insurance rules knows that the general rules account for about 20% of the insurance rules ... 3. If we consider the risk during the peak period from the perspective of SOA framework of life insurance companies, I will discuss the performance of the charging components of life insurance systems here. Everyone in the insurance industry knows that there will be a delivery peak on the 25th of each month. BPO serves many life insurance companies, so the peaks of many life insurance companies will be superimposed to form a larger peak. There will undoubtedly be great challenges to the operational delivery capacity and system carrying capacity of BPO. The peak period of life insurance companies is very time-sensitive, but this time is also the time when BPO companies are most prone to problems. At this time, two kinds of problems are most likely to occur: a, the competition for transportation management resources. It is natural that a life insurance company has a lot of insurance input work, which will inevitably affect the operational delivery of BPO company to the company itself and other life insurance companies served by BPO company. B, due to the problem of system carrying capacity, most BPO companies have not applied high-performance database software such as Oracle and DB2, nor have they applied high-performance hardware such as minicomputers; In fact, without load balancing, it is best to use MS SQL to run on several PC servers. PC servers are divided according to customers, so the business volume of a customer may suddenly increase without warning. Having said so many problems of BPO company, it can't be denied that it is a trend to refine the division of labor in the industry and let low-end manpower play a comparative advantage. BPO is also one of the important trends of life insurance industry. Here I still talk about the future of BPO system with my own experience. 1, improvement of system methodology-abandoning CMMI and joining agile development. Compared with life insurance companies, the biggest advantage of BPO company is cost. Generally, BPO companies develop output programs for life insurance companies for free, so how long it takes to develop them becomes very important. In addition, the rules of life insurance companies may be the most changeable rules in the world, so how to respond to customers' needs quickly and correctly becomes very important. From this point of view, the quality control candidate of BPO company should find a master from ThoughtWorks. 2. Firmware and assembly: As mentioned above, BPO will write an output program for each of its customers (because each customer's needs are different). However, about 60%-70% of the codes in the inter-project output program are repetitive, so it is absolutely necessary and possible to abstract the business logic processing to form output logic components. When necessary, the components can be assembled for testing. 3. productization: BPO company has many life insurance business logics that cannot be realized. The underlying reason is the lack of product concept, the soul of life insurance management logic. If BPO needs to go further in the new contract business, it must implement this component or module. In addition, many BPO companies now regard claims BPO as a new business growth point, and the demand for productization is even stronger here-products are the basis of claims, and the realization of product concept must be the premise to realize "simple adjustment without historical claims". 4. Looking forward to the emergence of industry data exchange standards: At present, the data exchange between BPO company and life insurance company is basically completed by XML, and the format and data transmission mode of XML are provided by the core system of life insurance company for BPO company, and BPO company has no right to speak, which virtually increases the workload of secondary development. Some better life insurance companies will give BPO the industry standard of bancassurance as the data exchange standard of outsourcing. The standard structure is very scientific and has nothing to do with the core platform, but there are still some limitations: a, the definition of data format of safe operation transaction is too simple, which may meet the security requirements of bancassurance, but it cannot meet the complex security requirements of ordinary life insurance. There is no data definition about claim operation and transaction. At present, all claims BPOs still use Excel for data transmission, which belongs to the "slash and burn" era of data transmission. C. The inquiry of the transaction is too simple to satisfy the inquiry of the historical compensation amount of "case-centered" claims, which also leads to the inability to adjust the claims BPO in a complicated way and to move towards the high end of the value chain in the operation of life insurance companies.