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Service Delivery Insights: Third Quarter 2012

September 19, 2012

2012 World’s Best Outsourcing Advisors: The results are in

We are delighted to announce that The International Association of Outsourcing Professionals® (IAOP®) has ranked Deloitte as one of the world’s leading outsourcing advisors on their 2012 World’s Best Outsourcing Advisors list, geared specifically to companies that are outstanding global outsourcing advisors and consultants
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As shared services matures, how is it evolving?

Shared services is no longer the new kid on the block. For almost 30 years, companies have sought to control costs and improve service quality by consolidating business support operations into a single service organization, often with considerable results. But although the basic concept has hardly changed, it's being applied today on a much larger scale.
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Ask the Pro: Effectively managing the people dimensions of Service Delivery Transformations
Michael Gretczko, principal, Deloitte Consulting LLP

As a leader, I have experienced that large-scale transformation initiatives are fraught with risk. I hear from others that effective people management is critical to managing these risks. Is that true? If so, how?  


People management aims to achieve an efficient, uninterrupted transition to a new way of doing business. When carefully architected, a focus on the people issues can significantly reduce program risk and accelerate the pace of the progress in the Service Delivery Transformation. People management utilizes targeted solutions based on insights from change analytics and identifies opportunities to accelerate performance with new roles, responsibilities, and skills needed in the new service environment. The focus of its efforts include specific areas, such as, change management and alignment, communications, organization design, service center recruiting/staffing, and training.…
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The new reality for managing supplier risk: It’s harder than you think

Recent events in the financial markets have indicated the increasing significance and importance for organizations to establish rigorous Supplier Risk Management (SRM) controls. These events have further enforced the demand for organizations to adopt a broad SRM program, with effective governance controls, supplier metrics, mitigation strategies, risk management processes and reporting.
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Deloitte's European Shared Services and Business Process Outsourcing Conference

Hosted in the venue of one of the world’s most prestigious and publicized film festivals - the Palais des Festivals, Cannes - this year’s "big picture" theme focuses on how organizations of all sizes and from all sectors are moving towards more effective and efficient support services models. This must-attend event for CFOs, Financial Controllers, Shared Service Leaders, and BPO Contract Managers responsible for shared services and outsourcing strategies in the European market will take place on September 26-27, 2012.
Register now

In the news

CFO Journal: When offshoring tax makes sense
CIO Journal: Making the most of outsourcing in Service Delivery Transformation
WOR: Rethink your outsourcing, says Deloitte Consulting Businesses confusing outsourcing with offshoring, says Deloitte


As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries. Please see 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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