KPMG Sourcing Advisory 3Q12 Global Pulse Survey - KPMG Institutes

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Trends 3Q12 Global Pulse Survey | Trends Outsourcing Market Macro Trends KPMG on a quarterly basis publishes an outsourcing deal tracking report. Results from the most recent, 2Q12 edition of that report are available via this link. KPMG also conducts in-depth market studies on ITO trending in Europe, as well as other outsourcing related research, all of which is available on the Shared Services and Outsourcing Institute site. KPMG firms’ advisors offered the following comments on GBS trending and service delivery improvement efforts: “ “ “ “ “ “ “ “ In Asia there is a definite trend in expanding the level of activities going into shared services and outsourcing and a focus on improving what is already in there; however, the business cases are becoming more difficult to get through. More clients are interested in the RIGHT sourcing models as oppose to outsourcing or offshoring. A Combination of full process and IT is preferred as opposed to silos. Things may slow a little; however, the focus is increasingly on ‘lean’ processes, and this will bring new opportunities in the global business services space. It may even lead to increased innovation in and around existing services. Political instability will need to clear before forward progress is reignited. More clients are investing in outsourcing and shared services governance—including developing centers of excellence or creating a governance shared service center. Second is more interest in IT service integration. There is an increase in interest in ‘middle office’ services in public sector clients such as policing, universities, and local government going beyond interest in traditional back-office areas. Innovation is a hot topic in Asia, especially in China. Chinese operations and businesses are using existing operations to not only drive efficiency but to look for new ways to service the market, be it the internal market or external market. This isn’t just about technology, but combining and developing existing operations and solutions, and using them to drive strategic value. The government sector continues to place an emphasis on acquiring service integrators to undertake the vast majority of their IT function without releasing people! The rise of small specialized providers is putting enormous pressure on the established providers. 24 Shared Services and Outsourcing Advisory / KPMG Sourcing Advisory 3Q12 Global Pulse Survey / October 2012 © 2012 KPMG International Cooperative (“KPMG International”). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated.
3Q12 Global Pulse Survey | Trends Global Shared Services Trends Over the past three years there has been an uptick and rebound in buyers’ interest in the use and expansion of shared services operations to support various back-office functions and processes in areas such as IT, F&A, HR, and procurement as well as increasingly front-office activities such as analytics and sales and marketing support. While some have viewed shared services as a precursor to outsourcing, there is a range of scenarios and situations where buyers see shared services as complementary or preferable to the use of outsourcing. In some cases this is because of the nature of work being performed, and in others it is more simply because buyers feel they can perform the work better or cheaper than an outsourcer. Organizations must perform thorough assessments to determine which the preferred delivery model mix should be for a given functional area, and develop a sound means to measure the performance and success of each model. The trend towards increased interest in the use of shared services in conjunction with, or in lieu of, traditional outsourcing has increased over the past year since KPMG last polled on the topic via the Pulse. The value proposition and success metrics for shared services operations are evolving. Leading organizations today receive measureable business value from shared services—above and beyond driving costs down via consolidation, automation, and labor arbitrage. These organizations are assuming a more commercial orientation to the business. This involves driving and improving overall business performance as well as competing for internal business on level ground with external service providers. KPMG’s ongoing global business services research efforts closely examine how organizations are driving the maturity of their global shared services efforts. Shared Services and Outsourcing Advisory / KPMG Sourcing Advisory 3Q12 Global Pulse Survey / October 2012 25 © 2012 KPMG International Cooperative (“KPMG International”). KPMG International provides no client services and is a Swiss entity with which the independent member firms of the KPMG network are affiliated.
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