981100 Global Shared Services Survey Results 2013 · 2013 Global Shared Services survey results...

2013 Global Shared Services survey results

Deloitte Consulting LLP

February 2013

Contents

About the survey 2

Survey results:

• Geography 6

• Organization and governance 15

• Scope 23

• Operations 39

• Journey and value 48

Contact information 60

About the survey

Deloitte’s 2013 Global Shared Services survey attracted 277 respondents…

Demographics

…representing organizations headquartered in 38 countries across the globe…

Demographics

…providing data for 870 Shared Services Centers (SSCs)

Demographics

Geography

Where are your organization’s Shared Services centers located?

Geography

How have the locations of SSCs shifted over time?

Geography

What is the global reach of your centers?

Geography

What locations are being considered for new centers or SSC relocations?

Geography

What were the most important factors in selecting the organization’s current SSC location(s)?

Geography

From where are your SSCs providing services for China, India, and Brazil?

Geography

From where are your SSCs providing services for Japan and Russia?

Trends in geography

Geography

Organization and governance

Organization and Governance

How is Shared Services organized and managed across your organization?

What is the predominant reporting relationship for your SSCs?

Who has responsibility for your SSCs?

How are Shared Services primarily being charged back to the locations/divisions serviced by the Shared Services Organization?

Are Service Level Agreements (SLAs) a common and effective tool for governance?

Who is driving end-to-end process efficiency and effectiveness for your SSCs?

Trends in organization and governance

What is the scope of your Shared Services Organization?

When Shared Services is leveraged within a function, what percentage of full time equivalents (FTEs) are outside of the local businesses?

Outside of the local business, how are FTEs distributed?

Which financial processes does your organization perform in Shared Services?

Which human resource processes does your organization perform in Shared Services?

Which technology processes does your organization perform in Shared Services?

Which procurement processes does your organization perform in Shared Services?

Which customer service/support processes does your organization perform in Shared Services?

Which tax processes does your organization perform in Shared Services?

Which real estate processes does your organization perform in Shared Services?

Which legal processes does your organization perform in Shared Services?

Which sales/marketing processes does your organization perform in Shared Services?

Which supply chain/manufacturing support processes does your organization perform in Shared Services?

How do you expect your organization to change their use of Shared Services and outsourcing in the next three to five years?

Trends in scope

Operations

Does your organization mandate Shared Services?

Operations

Internal controls

Which of the following internal processing technologies/enhancements has and/or will be implemented in your Shared Service Center(s)?

Operations

Which of the following customer facing technologies/enhancements has and/or will be implemented in your Shared Service Center(s)?

Operations

What is important to your business unit customers?

Operations

What people-related challenges do you anticipate within your organization's SSC(s) over the next three years?

Operations

How do you attract and retain talent in your Shared Services organization?

Operations

Trends in operations

Operations

Journey and value

How did your Shared Services journey begin?

Journey and value

How has process standardization and technology impacted your move to Shared Services?

Journey and value

How did you typically address the organization and talent changes needed at the local level when shifting to SSCs/COEs?

Journey and value

Which of the following tax considerations were taken into account prior to or in connection with the formation of the SSC?

Journey and value

Where has Shared Services had a positive impact?

Journey and value

What is the financial impact of Shared Services?

Journey and value

To what degree has your organization achieved its objectives for Shared Services?

Journey and value

How could you have improved your Shared Services journey?

Journey and value

How can Shared Services be leveraged as a strategic asset?

Journey and value

In what areas do you think Shared Services will evolve in the future?

Trends in journey and value

Journey and value

Contact information

Susan Hogan

Atlanta

+1 912 996 7770

shogan@deloitte.com

Andre Pienaar

Toronto

+1 416 874 3302

apienaar@deloitte.ca

Francisco Silva

Mexico

+52-55-50806310

fsilva@deloittemx.com

Ulisses de Viveiros

Sao Paulo

+55(11) 5186 1004

uviveiros@deloitte.com

Beatriz Dager

Bogota

+57 1 426-2093

bhdagar@deloitte.com

Peter Moller

London

+44 20 7007 3973

pmoller@deloitte.co.uk

Jeppe Larsen

Copenhagen

+45 22202314

jelarsen@deloitte.dk

Christoph Greving

Frankfurt

+49 69 97137 393

cgreving@deloitte.de

Jean-Michel Demaison

+33 1 55 61 54 39

jdemaison@deloitte.fr

Krzysztof Pniewski

Frankfurt

+49 69 97137 393

KPniewski@deloittece.com

Sachin Sondhi

Mumbai

+91 22 6185 4270

sacsondhi@deloitte.com

Donal Graham

Sydney

+61 0 2 9322 7279

dgraham@deloitte.com.au

Hugo Walkinshaw

Singapore

+65 62327 112

hwalkinshaw@deloitte.com

Marco Liu

Shanghai

+86 21 61411598

marcoliu@deloitte.com.cn

Koji Miwa

+81-80-4359-3273

kmiwa@tohmatsu.co.jp

Americas EMEA APAC

To discuss the survey results and trends, contact:

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.

981100 Global Shared Services Survey Results 2013 · 2013 Global Shared Services survey results...

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