KPMG Sourcing Advisory 3Q12 Global Pulse Survey - KPMG Institutes

3Q12 Global Pulse Survey | Trends
The 2Q12 edition global Sourcing Advisory global Pulse survey assessed the top
challenges to service delivery improvement efforts such as those faced in shared
services efforts. The top two challenges cited were retained organization, transition
and outsourcing governance challenges, and inadequate change management
capabilities. Identifying these challenges as well as shared services key success
factors and points of failure is the easier part; achieving and addressing them is the
bigger and more importance challenge.
Relative to a factor such as executive management support, it is critical to educate
key executives and set the goals for the shared services operations, and ensure they
understand and recognize the measurable benefits, costs, and time frame to achieve.
Factors such as service quality relate more to skills, resources, and best practices
identification. There is a range of key elements that contribute to shared services—
and outsourcing—success that buyers should aspire to as they evolve and mature
their service delivery capabilities. They include the following:
• A formally documented multiyear strategy links to the overall organizational
mission, vision, and strategy
• Comprehensive organizational planning, including succession plan development,
key resource development, and definition of staff skills mix
• An aggressive exploration of sourcing alternatives has been explored and, where
applicable, implemented to create a blended service delivery model that leverages
both internal and external capabilities and resources
• Governance by a steering committee comprised of customer representatives,
functional leadership, and business services leadership
• A highly standardized environment that promotes maximum reliability,
supportability, and efficiency
Shared Services and Outsourcing Advisory / KPMG Sourcing Advisory 3Q12 Global Pulse Survey / October 2012 33
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