Deloitte's 2011 Global Shared Services Survey Results
Shared services leaders are realizing that while cost reduction is a tried and true benefit of shared services, other benefits are just as much or more valuable, such as controls, data visibility, and creating a platform for growth. Organizations are also realizing that to fully leverage the value of a shared services initiative, the power of the organization’s culture cannot be underestimated or ignored. A focus on change management elements, such as communication, training, and executive alignment are critical.
These overarching themes are clearly reflected in the results of Deloitte’s 2011 Global Shared Services Survey. With more than 270 responses representing over 700 shared services centers from around the world, Deloitte's 2011 Global Shared Services Survey marks the sixth in a continuing series of research studies about shared services organizations (SSOs).
Other notable findings of the 2011 survey include:
- Geography: Shared services is increasing its reach into the “middle market,” driven by the same needs as those of larger companies and is now viewed as a demonstrated platform for improving delivery and reducing costs
- Organization: As more organizations pursue global centers, an increasing number of governance elements must be put in place — particularly around regional and global process owners — to drive and maintain standardization
- Scope: As the more established transactional services in Finance, HR, IT, and Procurement have matured and built credibility, shared services centers continue to expand into new functions, such as Real Estate, Sales & Marketing, and Legal
- Operations: For companies which make shared services an “opt in” strategy, cost reduction is table stakes, and quality of services is the most important selling point for long term satisfaction
To learn more, download the attached Executive Summary PDF file of the survey results.
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