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981100 Global Shared Services Survey Results 2013 · 2013 Global Shared Services survey results...
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2013 Global Shared Services survey results
Deloitte Consulting LLP
February 2013
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 1 2013 Global shared services survey results
Contents
About the survey 2
Survey results:
• Geography 6
• Organization and governance 15
• Scope 23
• Operations 39
• Journey and value 48
Contact information 60
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About the survey
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 3 2013 Global shared services survey results
Deloitte’s 2013 Global Shared Services survey attracted 277 respondents…
Demographics
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 4 2013 Global shared services survey results
…representing organizations headquartered in 38 countries across the globe…
Demographics
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…providing data for 870 Shared Services Centers (SSCs)
Demographics
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Geography
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 7 2013 Global shared services survey results
Where are your organization’s Shared Services centers located?
Geography
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 8 2013 Global shared services survey results
How have the locations of SSCs shifted over time?
Geography
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What is the global reach of your centers?
Geography
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What locations are being considered for new centers or SSC relocations?
Geography
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What were the most important factors in selecting the organization’s current SSC location(s)?
Geography
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Geography
From where are your SSCs providing services for China, India, and Brazil?
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Geography
From where are your SSCs providing services for Japan and Russia?
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Trends in geography
Geography
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Organization and governance
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Organization and Governance
How is Shared Services organized and managed across your organization?
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What is the predominant reporting relationship for your SSCs?
Organization and Governance
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Who has responsibility for your SSCs?
Organization and Governance
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How are Shared Services primarily being charged back to the locations/divisions serviced by the Shared Services Organization?
Organization and Governance
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Organization and Governance
Are Service Level Agreements (SLAs) a common and effective tool for governance?
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Organization and Governance
Who is driving end-to-end process efficiency and effectiveness for your SSCs?
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Trends in organization and governance
Organization and Governance
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Scope
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What is the scope of your Shared Services Organization?
Scope
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Scope
When Shared Services is leveraged within a function, what percentage of full time equivalents (FTEs) are outside of the local businesses?
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Scope
Outside of the local business, how are FTEs distributed?
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Which financial processes does your organization perform in Shared Services?
Scope
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Which human resource processes does your organization perform in Shared Services?
Scope
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Which technology processes does your organization perform in Shared Services?
Scope
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Which procurement processes does your organization perform in Shared Services?
Scope
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Which customer service/support processes does your organization perform in Shared Services?
Scope
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Which tax processes does your organization perform in Shared Services?
Scope
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Which real estate processes does your organization perform in Shared Services?
Scope
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Which legal processes does your organization perform in Shared Services?
Scope
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Which sales/marketing processes does your organization perform in Shared Services?
Scope
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 36 2013 Global shared services survey results
Which supply chain/manufacturing support processes does your organization perform in Shared Services?
Scope
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 37 2013 Global shared services survey results
How do you expect your organization to change their use of Shared Services and outsourcing in the next three to five years?
Scope
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Trends in scope
Scope
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Operations
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 40 2013 Global shared services survey results
Does your organization mandate Shared Services?
Operations
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 41 2013 Global shared services survey results
Operations
Internal controls
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 42 2013 Global shared services survey results
Which of the following internal processing technologies/enhancements has and/or will be implemented in your Shared Service Center(s)?
Operations
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 43 2013 Global shared services survey results
Which of the following customer facing technologies/enhancements has and/or will be implemented in your Shared Service Center(s)?
Operations
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What is important to your business unit customers?
Operations
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What people-related challenges do you anticipate within your organization's SSC(s) over the next three years?
Operations
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How do you attract and retain talent in your Shared Services organization?
Operations
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Trends in operations
Operations
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Journey and value
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How did your Shared Services journey begin?
Journey and value
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How has process standardization and technology impacted your move to Shared Services?
Journey and value
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How did you typically address the organization and talent changes needed at the local level when shifting to SSCs/COEs?
Journey and value
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 52 2013 Global shared services survey results
Which of the following tax considerations were taken into account prior to or in connection with the formation of the SSC?
Journey and value
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 53 2013 Global shared services survey results
Where has Shared Services had a positive impact?
Journey and value
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What is the financial impact of Shared Services?
Journey and value
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 55 2013 Global shared services survey results
To what degree has your organization achieved its objectives for Shared Services?
Journey and value
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How could you have improved your Shared Services journey?
Journey and value
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Journey and value
How can Shared Services be leveraged as a strategic asset?
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Journey and value
In what areas do you think Shared Services will evolve in the future?
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 59 2013 Global shared services survey results
Trends in journey and value
Journey and value
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Contact information
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Copyright © 2013 Deloitte Development LLC. All rights reserved. 61 2013 Global shared services survey results
Susan Hogan
Atlanta
+1 912 996 7770
Andre Pienaar
Toronto
+1 416 874 3302
Francisco Silva
Mexico
+52-55-50806310
Ulisses de Viveiros
Sao Paulo
+55(11) 5186 1004
Beatriz Dager
Bogota
+57 1 426-2093
Peter Moller
London
+44 20 7007 3973
Jeppe Larsen
Copenhagen
+45 22202314
Christoph Greving
Frankfurt
+49 69 97137 393
Jean-Michel Demaison
Paris
+33 1 55 61 54 39
Krzysztof Pniewski
Frankfurt
+49 69 97137 393
Sachin Sondhi
Mumbai
+91 22 6185 4270
Donal Graham
Sydney
+61 0 2 9322 7279
Hugo Walkinshaw
Singapore
+65 62327 112
Marco Liu
Shanghai
+86 21 61411598
Koji Miwa
Tokyo
+81-80-4359-3273
Americas EMEA APAC
To discuss the survey results and trends, contact:
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This presentation contains general information only and is based on the experiences and research of Deloitte practitioners. Deloitte is not, by means of this presentation, rendering business, financial, investment, or other professional advice or services. This presentation is not a substitute for such professional advice or services, nor should it be used as a basis for any decision or action that may affect your business. Before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor. Deloitte, its affiliates, and related entities shall not be responsible for any loss sustained by any person who relies on this presentation.
Copyright © 2013 Deloitte Development LLC. All rights reserved. Member of Deloitte Touche Tohmatsu Limited