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Service Delivery Insights: First Quarter 2013

March 18, 2013

Deloitte’s 2013 global shared services survey
The results are in, and we are pleased to report that this year's survey had our highest participation rate to date, with 277 responses representing organizations headquartered in 38 countries, providing data for 870 shared services centers from around the world.
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Ask the Pro: Deloitte’s 2013 global shared services survey results
Susan Hogan, principal, Deloitte Consulting LLP

Question: 
According to this year's survey results, what changes and trends have shared services leaders seen in the marketplace since the 2011 survey?

Answer: 
Deloitte's 2013 Global Shared Services Survey shows that Shared Services leaders are realizing that although Shared Services is a mature concept, there are still many significant opportunities to create value. The next generation of Shared Services includes moving even higher value processes out of the local businesses, better serving the business, moving work to lower cost geographies, and making a faster leap to multifunctional centers to reap more significant benefits.
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From bangalore to boston: The trend of bringing IT back in-house
Although most organizations still prefer to fix broken deals by either renegotiating with the incumbent provider or re-tendering the work, insourcing is being considered a viable option when the business case and business drivers make sense.
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Outsourcing: A continual work in progress
Examine some practical steps that can enhance outsourcing effectiveness, promote high-quality service, and foster innovation and continuous improvement in an outsourcing relationship, based on Deloitte's 2012 global outsourcing and insourcing survey results.
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Dbriefs webcast: Balancing act: Insourcing vs. outsourcing of legal discovery technology
Managing a legal department and its supporting legal discovery technology is very much a balancing act. When it comes to insourcing and outsourcing, what are the options for services, software, and manpower, and how might your decisions impact the business? Learn about some of the benefits of insourcing vs. outsourcing legal discovery technology and what arrangements might work best for your organization. Watch the archive of this complimentary Dbriefs webcast.
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In the news

CIO Journal: The cloud and outsourcing: A new world awaits
Realcomm: Ken Meyer named to Realcom’s “45 People to Watch” list
CIO Journal: Divesting your shared service center

 

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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