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Service Delivery Insights: Fourth Quarter 2012

December 19, 2012

The Service Delivery Transformation HIVE
Many shared services and outsourcing leaders are facing the dilemma of how to effectively get up to speed on what analytics can really do in practice, not as some grand theory. Learn how Deloitte is helping organizations analyze their Service Delivery models through advanced analytics.  
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Analytics for shared services three-minute guide
This eBook reveals the potential hidden value beneath the surface of the more obvious benefits of a Shared Services Center, such as clues that can lead to improved performance, greater compliance, and competitive advantage.
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Ask the Pro: Analytics and shared services - Delivering strategic value
Richard Sarkissian, Principal, Deloitte Consulting LLP

Question: 
Is there a link between Shared Services and analytics that can help broaden the Shared Services Organization’s view across my organization – and could also elevate the Shared Services platform to be regarded as a strategic asset?  

Answer: 
Shared Services is not a new concept but has historically been relegated to providing support for back office functions. While consolidating support processes and resources can result in significant cost savings and efficiency gains, the long-term strategic value that Shared Services can provide is untapped by many organizations. Inevitably, as business units and geographies are rolled into a Shared Services Organization, so is their data. Unknowingly, the Shared Services Center has become the data repository for the organization and based upon our experience, this role has not been exploited.
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Outsourcing, today and tomorrow: Insights from Deloitte’s 2013 global outsourcing and insourcing survey
Deloitte’s 2012 global outsourcing and insourcing survey results offer a glimpse into the current and expected future outsourcing practices of the survey participants. We found that the future of outsourcing will likely belong to those who appreciate the distinctive demands of effective outsourcing – and who invest in helping their organizations address them.
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Case studies in reducing process complexity in G&A and shared services
Process complexity has a significant role in optimizing SDT, and unless a company addresses this complexity, it may not be able to capture more value from its Shared Services organization, whether that value comes from enhancing service delivery or from expanding its scope to include processes from other functional areas.
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In the news

CFO Journal: Outsourcing becoming standard business strategy for many companies
Supply & Demand Chain Executive: What’s the right global footprint for you?

Global Post: America the gutted: When outsourcing isn't a zero-sum game

Inside Supply Management: Outsourcing finds its niche
Wall Street Journal: Law firms wring costs from back-office tasks (Subscription to WSJ necessary to view article)
Globalization Today: The new reality of supplier risk: It's harder than you think (Log-in required to view article)

As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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