ReSource Pro recognized with Best Innovation Practices Award

Recognized a Top 15 BPO provider in China, ReSource Pro, an insurance processing and productivity solutions provider operating in China and the US, was named winner of the Best Innovation Practices Award for Science and Technology Service Industry in China last week.

With more than 1,500 employees working in their Qingdao delivery center, ReSource Pro offered services to 215 insurance organizations based in the US, a 37% increase from the previous year, according to Matthew Bruno, managing director at ReSource Pro.

The company received the honors at the 4th Devott Global IT & Outsourcing Leadership Summit on March 22, based on rankings evaluated by an independent judging panel organized by Devott Inc. Devott is an independent outsourcing consulting firm and event organizer that operates the domain chnsourcing.com.

"Innovation has played an increasing role in the business processing service sector as clients need us to help them generate more value from our services instead of just reducing the costs. And that's one of the most important trends happening in the BPO sector," Bruno said in a keynote speech at the summit.

He said the company started from a top-down approach to innovation since 2012, with a small, dedicated group of people working on big projects with an aim to completely transform the business model, but met setbacks for various reasons. Yet, they found that the more than 4,000 processes the company worked on with clients could all be improved with process redesign, leanautomation technologies, macros and other ideas.

From 2013, ReSource Pro has launched an awards program by involving every staff member in a campaign of innovation. With a baseline, training, workshops, incentives, communication and promotion provided, every employee is mobilized to submit ideas or process designs and programs to increase productivity and efficiency.

"The power of innovation lies in the mass, as we believe in our people's immense innovative capability, which has helped create increasing value in our services," Bruno said.

"The key is to power our people with knowledge and free their minds and allow everyone to pilot their ideas with encouragement from management," he said.

"Although our ultimate goal is to become more innovating and has an impact on our business, we cannot get too focused on the size of the innovation and the impact in the beginning. And we wanted people to try new things and understand that failure was acceptable and lessons are important," Bruno said.