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Deloitte’s 2013 Global Shared Services Survey Results

Shared Services Insights Series

Register for Shared Services Insights Series

Deloitte’s 2013 Global Shared Services Survey results reveal that Shared Services leaders are realising that although Shared Services is a mature concept, the next generation includes higher value processes, new geographies, and a higher utilisation of hybrid models. Shared Services continues to strive to be seen as a valuable partner to the business, versus just a lower-cost alternative, and analytics is regarded as an important lever to increase value.

Other notable findings of the 2013 survey include:

  • Geography: Latin America and Eastern Europe have seen a significant growth in Shared Services Centres (SSCs) represented in the survey and show the greatest interest as locations for new centres 
  • Organisation and governance: Organisations are increasingly using global process owners to drive process efficiencies and standardisation across the Shared Services organisation 
  • Scope: Even traditional corporate functions, such as Tax, Real Estate/Facilities, and Legal are moving towards a transactional SSC or outsourced model 
  • Operations: Challenges with attracting and retaining talent have decreased as SSCs find innovative ways to make Shared Services a career destination.

Deloitte’s 2013 Global Shared Services Survey drew 277 responses, representing organisations headquartered in 38 countries, providing data for 870 shared services centres from around the world.

To read more, download the executive summary of the report.

Shared Services Insights Series

Over the coming months we will be releasing a series of articles that will provide some deeper insights into some of the key themes and findings from the Deloitte 2013 Global Shared Services Survey. Topics will include:

  • Future of Shared Services – Shared Services 2020 
  • What role do Shared Services play in enhancing your analytics? 
  • Multifunctional is a reality - are people who are late to the Shared Services game, leap frogging by moving straight to multifunctional? 
  • Dedicated Shared Services Centre Leader - is it needed? 
  • What role do GPOs play in the success of your Shared Services strategy? 
  • Global Hubs - are they a reality? Are they really the answer? 
  • What is the scope of the next generation of Shared Services? 
  • What are the trends in BRIC / Japan?


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