GBS Event: Keeping your finger on the pulse - Nordic Pulse Survey 2015
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Transcript of GBS Event: Keeping your finger on the pulse - Nordic Pulse Survey 2015
Keeping your
finger on the pulse
GBS Roadmap: Driving Value and
Performance
Joakim Abeleen, KPMG in Denmark
Tone Leivestad Hall, KPMG in Norway
Stan Lepeak, KPMG in the sU.S.
28 April 2015
© 2015 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has
any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.1
KPMG Pulse Surveys
The Sourcing Advisory Pulse Surveys
The surveys are a regular reviews of global business services (GBS) market trends and individual observations from the ‘front lines’.
Global Pulse
500+ KPMG sourcing advisors
200+ KPMG advisors from Audit, Tax and Advisory Services for trends polling
20 leading global business, IT, and cloud service providers
KPMG market research and outsourcing deal tracker
HfS Research
Nordic Pulse
Senior sourcing advisors in all Nordic countries
Nordic executives from 10 leading outsourcing service providers
Input sources: Topics evaluated: Primary functional focus:
Drivers for GBS usage
Demand and buying patterns
Deal attributes
Thematic topics by quarter
– Top trends and predictions for 2015-16
Call center/customer care
Finance and Accounting
Human Resources
Information Technology
Procurement
Real Estate and Facilities Management
Vertical Industry BPO
Emerging BPO/KPO functions
© 2015 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has
any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.2
1Q15 Global Sourcing Advisory Pulse: Market Outlook
60% 76% 65% 72% 65% 67% 60%69%
1Q13 2Q13 3Q13 4Q13 1Q14 2Q14 1Q153Q14
Service Providers: Pipeline Growth Last Quarter
7%
10%
10%
14%
16%
20%
32%
34%
59%
61%
Vertical industry specific bus. functions
REFM
All business functions
Customer care
All areas, including IT
Supply chain
HR
Procurement/source to pay
F&A
IT
Source: KPMG Global Pulse Survey 1Q15
Service Providers: Demand Next 1–2 Quarters
Advisors: Demand increase by Service Delivery Model
Next 1–2 Quarters
Advisors: Top Functional Focus Areas for Service Delivery
Improvement Efforts
BPO
36% 35%
ITO
53%
Shared
Services
56%
Internal
Process
Improvement
0%
Flat UpDown
48% 52%
© 2015 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has
any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.3
1Q15 Nordic Sourcing Advisory Pulse: Market Outlook
Service Providers: Pipeline growth last quarter
Source: KPMG Global Pulse Survey 1Q15
Service Providers: Demand Next 1–2 Quarters
Advisors: Demand increase by Service Delivery Model
Next 1–2 Quarters
Advisors: Top Functional Focus Areas for Service Delivery
Improvement Efforts
BPO
42% 35%
ITO
52%
Shared
Services
54%
Internal
Process
Improvement
0%
Flat UpDown
27% 73%
0%
0%
0%
3%
7%
10%
10%
17%
17%
28%
45%
59%
79%
All business functions
Vertical industry specific business…
Real estate & facilities management
Sales & marketing
All functional areas, including…
Manufacturing
Transportation/logistics
Customer care
Supply chain
Human resources
Procurement
Information technology
Finance & accounting
2Q14 4Q14
2Q14 4Q14
36% 64%
© 2015 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has
any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.4
1Q15 Nordic Sourcing Advisory Pulse: Moving towards GBS
Advisors: Top drivers for undertaking change efforts Advisors: Top initiatives in 2015
7%
10%
14%
17%
21%
21%
24%
28%
31%
31%
38%
45%
66%
Invest and expand in domestic/Western markets
Invest and expand in emerging markets
Engage in M&A or divestitures
Diversify product and service lines
Find, attract and retain talent globally
Improve global governance capabilities
Deliver new/innovative products and services
Optimize global supply chains
Optimize global service delivery channels
Shift back-office operations offshore
Invest in new/improve information technology
Redesign/re-engineer core business processes
Continue to drive down operating costs
7%
14%
25%
29%
29%
32%
32%
68%
75%
No specific reasons/many competing reasons
Improve financial flexibility
Support business growth/expansion agendas
Gain access to external skills/talent/resources
Redirect resources to more strategic activities
Gain economies of scale
Improve global delivery & operating models
Improve process performance
Reduce operating costs
2Q14 4Q14
© 2015 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has
any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.5
1Q15 Nordic Sourcing Advisory Pulse: Key trends
Seen as highest positive impact in 2015
Drive towards standardization of ERP, with as few instances as possible
Cloud enables integration of diverse IT solutions
Maturiation of/greater access toinnovative technologies
IT & Enterprise systems
52%
Advisors
60%
Service providers
Significant increase in focus over last year
GBS used as enabler for cost efficiencies, as well as customer experience and revenue increase
Critical to understand impact on customer journeys
Customer care
8,3%
17,2%
0,0%
18,2%
0%
10%
20%
2Q 2014 4Q 2014
Advisors Service providers
Top priority for ongoing change and improvement efforts
Ownership being moved towards GBS
More and more organizations focusing end-to-end
Process ownership
Biggest investment increase in 2015 is within Data & Analytics
Strong focus on analytical tools, but also on foundation infrastructure capabilities
True value is achieved when analyzing end-to-end
Data & Analytics
0 20% 40% 60% 80% 100%
Analytical tools-BI, BPM, EPM
Foundation infrastructure capabilities-
ERP system, data warehouses, etc.
Third party advisory services
Hiring more staff with D&A skills –e.g.,
data scientists, statisticians
Third party analytical services
Training and education of staff
to better perform D&A activities
Acquisition of firms providing data
and analytics tools/services
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© 2015 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.
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complexity” are registered trademarks or trademarks
of KPMG International.