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Deloitte’s 2013 Global Shared Services Survey Results


Deloitte’s 2013 Global Shared Services Survey results reveal that Shared Services leaders are realizing that although Shared Services is a mature concept, the next generation includes higher value processes, new geographies, and a higher utilization 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 Centers (SSCs) represented in the survey and show the greatest interest as locations for new centers
  • Organization and governance: Organizations are increasingly using global process owners to drive process efficiencies and standardization across the Shared Services organization
  • 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 organizations headquartered in 38 countries, providing data for 870 shared services centers from around the world.

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

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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