KPMG Sourcing Advisory 3Q12 Global Pulse Survey - KPMG Institutes

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All IT BP All Function Global Americas EMEA AsiaPac
SSC Key Points of Failure
Shared services "brand" Failure 17% 10% 23% 12% 22% 15% 7% 18%
Executive management support Failure 55% 50% 56% 55% 65% 58% 55% 41%
Customer centricity Failure 27% 26% 31% 19% 24% 17% 43% 24%
Charge back structure Failure 25% 32% 27% 21% 32% 25% 17% 24%
Service quality Failure 47% 47% 47% 52% 49% 49% 43% 59%
Competitive with third party SP alternatives Failure 21% 23% 23% 24% 22% 25% 17% 12%
Run as a business Failure 33% 26% 36% 36% 35% 38% 31% 35%
Enabling IT systems Failure 31% 32% 34% 33% 16% 40% 26% 47%
SSC Impact on Outsourcing Success
Inhibitor 2% 3% 0% 0% 0% 0% 0% 12%
Neutral/no material impact 13% 20% 9% 9% 9% 11% 15% 24%
Moderately helpful 48% 42% 48% 56% 54% 47% 53% 41%
Strong enabler 38% 34% 42% 35% 37% 42% 33% 24%
Transitions: Key Reasons for "Failures"
Lack of understanding of the deal/scope 49% 48% 56% 57% 31% 50% 65% 44%
Insufficient knowledge transfer & testing 37% 34% 42% 34% 39% 41% 40% 31%
Inadequate proj. planning & due diligence 56% 65% 52% 59% 64% 61% 49% 56%
Poor on-boarding/transfer process 26% 23% 23% 27% 22% 29% 21% 38%
Insufficient trans. mgmnt by both parties 44% 47% 34% 43% 47% 48% 33% 31%
Transition teams not ready at cutover 13% 16% 11% 16% 17% 13% 16% 19%
Missed transition deadlines 10% 8% 14% 14% 6% 7% 16% 13%
Poor transition deliverable quality 19% 19% 20% 18% 14% 13% 16% 38%
Ineffective relationship & program governance during transition 59% 60% 59% 61% 64% 63% 58% 69%
Transitions: Issues Ignored
Adequately resourcing the trans. project 54% 53% 41% 64% 53% 62% 45% 50%
Re-aligning the retained organization 52% 58% 50% 52% 53% 53% 57% 50%
Establishing an effective oversight committee & joint gov. framework 30% 31% 34% 34% 22% 38% 27% 50%
Effectively managing the change 72% 68% 66% 82% 75% 64% 75% 88%
Focusing on the proc. trans. required for the parties to effectively work together 28% 24% 30% 30% 31% 25% 25% 25%
Ensuring checks and balances are in place to validate go-live readiness 23% 26% 25% 25% 17% 29% 18% 44%
Ensuring adequate involvement of the client business units in the transition 40% 36% 39% 41% 42% 38% 41% 31%
Validating the contract scope of services 8% 10% 13% 7% 11% 9% 5% 0%
Shared Services and Outsourcing Advisory / KPMG Sourcing Advisory 3Q12 Global Pulse Survey / October 2012 45
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