《服务外包英语》课件Unit 1 Understanding Outsourcing.ppt

1、Contents Passage Two4 Starting Up1Listening&Speaking2Passage One3Language Lab7Tips for Professionals 7Writing5Mini-project6Starting UpHave you ever heard the following companies?What do they specialize in?Task One Discuss the following questions with your partner.Starting up-1Starting up-3Starting U

2、pMatch the words 1)5)with the Chinese definitions A E.Task Two 1)outsourcingA.知识流程外包2)offshore B.信息技术外包3)ITOC.离岸 4)BPOD.外包5)KPOE.业务流程外包1)_ 2)_ 3)_ 4)_ 5)_AECDBStarting up-2Starting UpMake a list about which activities in a company could be outsourced.Task Three IT services Accounting services Payrol

3、l Human resources Customer services Research and Development ListeningListening&SpeakingDialogue OneDialogue TwoSpeaking TaskL-Task 1Listening&SpeakingDialogue One:Outsource Business Processes 1.offshore:adj.in or under the sea and not far from the coast 离岸的Example：1)Offshore outsourcing is the prac

4、tice of hiring organizations or employees to perform company tasks overseas.离岸外包是指雇佣机构或员工承担公司海外业务。2)Proponents of offshore outsourcing often point to the fact that a great deal of money can be saved using this method.离岸外包的支持者经常指出，采用此种方式可以节省大量资金。Key Words and ExpressionsL-Task 1Listening&SpeakingDial

5、ogue One:Outsource Business Processes 2.outsourcing:n.when a company uses workers from outside the company to do a job 外包 Example：1)Content providers have a choice of locating a speech browser at their facilities or outsourcing to an application service provider,carrier or service bureau.内容提供商可以选择将语

6、音浏览器放在自己的设备上，或者外包给应用服务供应商（ASP）、电信运营商或服务公司。2)Outsourcing doesnt really solve the problem.把业务承包给其他公司不会从根本上解决问题。Key Words and ExpressionsL-Task 1Listening&SpeakingDialogue One:Outsource Business Processes 3.confidentiality:n.a situation in which you trust someone not to tell secret or private informati

7、on to anyone else.机密，机密性 Example：1)confidentiality agreement保密协议2)All replies will be treated with complete confidentiality.所有的答复将被视为绝密。Key Words and ExpressionsL-Task 1Listening&SpeakingDialogue One:Outsource Business Processes 4.telecommunication:n.the sending and receiving of messages by telephon

8、e,radio,television etc.电讯,电信Example：1)a telecommunication(s)satellite通讯卫星2)international telecommunication service国际电信业务Key Words and ExpressionsL-Task 1Listening&SpeakingListening Task:Listen to the conversation and decide whether the following statements are true or false.Then write key words to s

9、upport your answers.1.Companies could do things more economically if they reduced some of their processes.2.Lots of companies outsourced their IT service.3.Companies should not outsource the customer service department.4.Outsourcing professionals need to be properly trained.True.No doubtTrue.Lots of

10、 companies do that.False.Consider outsourcing the customer service department as wellTrue.Theyd have to be properly trained.L-1-ScriptListening&Speaking _1Mary:Things are getting expensive in this country,and theres no doubt that we could do things more economically if we offshored some of our proce

11、sses.Victor:What do you mean by that?Moving parts of the business abroad,or outsourcing parts of the businesses to overseas companies?Mary:Im not sure,really.Perhaps outsourcing to companies abroad would be easier and more logical.What do you think?Victor:You could be right.But which parts of the bu

12、siness should we outsource?Mary:Well,we could outsource IT.Lots of companies do that.Victor:Yes,but the problem with that is confidentiality.Mary:But there are ways of dealing with that,just like we have to protect confidentiality inside our company.Victor:Hmm I suppose so.What else could we outsour

13、ce?Mary:We could consider outsourcing the customer service department as well.You know,they do all their work by telephone anyway,so nowadays with low cost telecommunications and so on;it should be possible to get someone abroad to do the same thing at a much lower cost.Victor:Thats true.But theyd h

14、ave to be properly trained.Mary:Including accent training.Victor:True.L-Task 2Listening&SpeakingDialogue Two:Opinions about Outsourcing1.sympathize:vt.&vi.To feel sorry for someone because you understand their problems 同情 Example：1）While I sympathize your point of view I cannot accept it.虽然我同情你的观点，但

15、我不能接受它。2）I sympathize with you in your bereavement.我对你痛失亲人表示同情。Key Words and ExpressionsL-Task 2Listening&SpeakingDialogue Two:Opinions about Outsourcing2.back-office：n.The department of a bank or other financial institution that manages or organizes the work of the institution,but that does not dea

16、l with customers 后台 Example：1）back-office support后台支持2）Back-office operations are drifting off to places where costs are lower,such as Glasgow or Bangalore.“后台支持”业务也正在向一些成本更低的地方转移，比如格拉斯哥或班加罗尔。Key Words and ExpressionsL-Task 2Listening&SpeakingDialogue Two:Opinions about Oponent：n.one of several part

17、s that together make up a whole machine,system etc 零件，部件 Example：1）the components of an engine.发动机的零部件。2）The factory supplies electrical components for cars.工厂提供汽车电器部件。Key Words and ExpressionsL-Task 2Listening&SpeakingDialogue Two:Opinions about Outsourcing4.retail：n.the sale of goods in shops to c

18、ustomers,for their own use and not for selling to anyone else零售 Example：1）retail price零售价2）The clothing company has six retail stores in south-eastern Australia.服装公司在澳大利亚东南部有六家零售店。Key Words and ExpressionsL-Task 2Listening&SpeakingListening Task:Listen to the conversation and match the people below

19、with their point of views.Karen:Arthur：Molly：1、234、5L-2-ScriptListening&Speaking Reporter:So,Molly Tyler:first,can you tell us the thinking behind this move?Molly:Well,just let me say from the start that I fully sympathize with all those people who are going to be made redundant,and I just want to g

20、ive an assurance that well do everything possible to help them find other employment within the organization.But for us,this move is absolutely necessary-the saving in costs,especially labor costs,and the chance to locate half our IT operation on the other side of the world mean that the company wil

21、l be so much more efficient.You see,with half the IT over there,well be able to run the systems 24hours a day-12 in India and 12 here.Thats going to make the shareholders happy,too,and you must remember my prime responsibility is to them,I mean,to generate profits for them.Reporter:I see.Molly:Also,

22、by doing this,our own investment both in terms of capital and in terms of human resources will be reduced,so that if theres a downturn in the market,we wont be so exposed.L-2-ScriptListening&Speaking Reporter:Yes,I can see that.And,Arthur Brown,do you think this is a good move?Arthur:It makes me and

23、 my people feel a bit insecure,you know.Theyre moving some of their IT activities to India,and some of their back-office activities as well.My worry is that before we know it,the factories will be going there,too,or to somewhere equally far away,and then theyll find someone on that side of the world

24、 to provide them with the components they need,and well be left high and dry,so while I understand why theyre doing it,I cant say Im happy about it.Reporter:Karen Weinberg.Your reaction?Karen:Well,I dont share Arthurs dismay.Im hoping that the cost savings will be transmitted through to their final

25、retail prices,which can only be good for us.I do worry,though,that the quality of the services they offer will not be of the same level.Frankly,theres a lot of competition out there,and they need to know that if theyre going to maintain their client base,they cant cut costs at the expense of quality

26、.Reporter:Thanks to all three of you,and now for a government reaction,I turn to SpeakingListening&SpeakingSpeaking TaskWork in pairs.Practice talking about outsourcing industry and introducing your major to others.Role A You are a freshman of an outsourcing college.You may choose one of the outsour

27、cing majors(Information Technology,Finance,Business Process Outsourcing,etc.).Your high school classmate is visiting you.Welcome your high school classmate;Tell him/her your college life;Explain the newly-developed outsourcing industry;Introduce your major and your career plan.Role B You are visitin

28、g your high school classmate(Role A)who is studying at a outsourcing college.Greet your high school classmate;Ask about his/her campus life;Inquire about the outsourcing industry;Ask about his/her major and career plan.Passage 1TextKey Words and Expressions Reading Task Passage OneText 1-1What is Ou

29、tsourcing?Outsourcing refers to a company that contracts with another company to provide services that might otherwise be performed by in-house employees.Many large companies now outsource jobs such as call center services,e-mail services,and payroll.These jobs are handled by separate companies that

30、 specialize in each service,and are often located overseas.Passage OneText 1-2There are many reasons that companies outsource various jobs,but the most prominent advantage seems to be the fact that it often saves money.Many of the companies that provide outsourcing services are able to do the work f

31、or considerably less money,as they dont have to provide benefits to their workers and have fewer overhead expenses to worry about.Passage OneText 1-2Outsourcing also allows companies to focus on other business issues while having the details taken care of by outside experts.This means that a large a

32、mount of resources and attention,which might fall on the shoulders of management professionals,can be used for more important,broader issues within the company.The specialized company that handles the outsourced work is often streamlined,and often has world-class capabilities and access to new techn

33、ology that a company couldnt afford to buy on their own.Plus,if a company is looking to expand,outsourcing is a cost-effective way to start building foundations in other countries.Passage OneText 1-3There are some disadvantages to outsourcing as well.One of these is that outsourcing often eliminates

34、 direct communication between a company and its clients.This prevents a company from building solid relationships with their customers,and often leads to dissatisfaction on one or both sides.There is also the danger of not being able to control some aspects of the company,as outsourcing may lead to

35、delayed communications and project implementation.Any sensitive information is more vulnerable,and a company may become very dependent upon its outsource providers,which could lead to problems should the outsource provider back out on their contract suddenly.Passage OneText 1-4While outsourcing may

36、prove highly beneficial for many companies,it also has many drawbacks.It is important that each individual company accurately assess their needs to determine if outsourcing is a viable option.Passage OnePassage Onepayroll 1)The firm develops a payroll program to process a payroll file.2)ABC Software

37、 is growing fast,adding another 100 employees to its payroll over the last year.1）a restaurant specializing in seafood 2）We specialize in electronic products.Passage Onespecialize in 1)overhead expenses 2）reduce expenditure on overheadPassage Oneoverhead 1)He endeavored to streamline the plant organ

38、ization.2)We must streamline our production procedures.Passage Onestreamline 1)eliminate unnecessary words from an essay.2)A move towards healthy eating could help eliminate heart disease.Passage Oneeliminate 1)He is vulnerable to temptation.2)The potato is vulnerable to several pests.Passage Onevul

39、nerable 1)a viable proposal 2)Nothing in the current situation suggests that it is more viable today.Passage Oneviable 2-Task 1Passage OneReading Task:Tick off the advantages and disadvantages of outsourcing mentioned in the passage.Advantages:It often saves money.It allows companies to focus on mor

40、e important business issues.It is the result of globalization.Outsourcing companies usually have world-class capabilities and new technologies.It makes easy to communicate with customers.It helps companies to expand their business in other countries.2-Task 1Passage OneReading Task:Tick off the advan

41、tages and disadvantages of outsourcing mentioned in the passage.Disadvantages:It eliminates direct communications between a company and its clients.It wastes time and money.A company cant control its product quality.It may cause the danger of not being able to control some aspects of the company.A c

42、ompany may become very dependent upon its outsource providers.Some employees will lose their jobs because of outsourcing.Passage TwoTextKey Words and Expressions Reading Task Passage TwoText 2-1Types of OutsourcingOutsourcing is divided into three types:technology services outsourcing,business proce

43、ss outsourcing and knowledge process outsourcing.Passage TwoText 2-2Passage TwoInformation Technology Outsourcing Due to the fast-changing world,business enterprises find it necessary to invest on sophisticated technologies and systems.Technological innovations are fueling the rapid evolution of bus

44、iness and economic models.Companies have to adapt to these changes in order to thrive in a competitive market.Some of these technologies include electronic commerce,network infrastructures,applications,telecommunications and website development.Investing on a whole new set of manpower to perform the

45、se tasks is apparently,an additional capital expenditure.In-house employees may perform such functions but not as good as getting a third-party firm that specializes on the field and are sure to be more cost-effective.Text 2-3Passage TwoBusiness Process Outsourcing Business Process Outsourcing,more

46、commonly known as BPO started back in 1995 during the advent of internet business.It involves operational functions such as customer relations management,equipments,accounting,human resources,logistics,security,documentations,insurance,health care,manufacturing,and media outsourcing.In BPO,specific

47、tasks,especially those outside the core competency of a company,is outsourced to a third-party firm.Text 2-4Passage TwoBPO can be further divided into two:front office tasks and back office tasks.Front office functions are customer-oriented such as marketing,customer service and technical support.Ba

48、ck office tasks are more on internal work(Example:billing,payroll,purchasing).Other operations outsourced by enterprises include multimedia,bookkeeping,consultancy,data entry,proof-reading and editing,as well as medical transcription.As internet technologies advance,so is business process outsourcin

49、g.Text 2-5Passage TwoKnowledge Process Outsourcing A more sophisticated level of outsourcing relative to BPO is knowledge process outsourcing(KPO).This involves advanced research,analytical,and technical skills which means that providers are expected to work independently.It is also important to not

50、e that in BPO,all processes are still laid out by the client whereas KPO specialists are given managerial control.Examples of KPO include:pharmaceutical research and development,intellectual property research,content writing,and database development services.Text 2-6Passage TwoAmong the three types,