Service delivery models are constantly evolving. There is a rising shift to leverage global, multifunctional, and virtual or remote models for the world’s largest companies, especially driven by learnings from COVID-19. These organisations are prioritising areas across work, workforce, and workplace to be successful in furthering the value that shared services and outsourcing models bring, increasing efficiency, reducing costs, and driving excellent business value. Apart from expanding the traditional functional scope, they are developing specialised capabilities such as analytics, reporting, digital capabilities, and enhancing the customer experience. These shared and global business services (GBS) constructs create an environment where new capabilities can be rapidly adopted and position their customers for success.
Since 1999, Deloitte has been conducting biennial surveys to understand how shared services organisations capitalise on leading practices and trends to address their business challenges and better meet customer needs. This year’s survey witnessed record participation:
Explore highlights from the survey, and download the executive summary for more findings and trends.
Key attributes of successful global business services organisationsMore than 50% of respondents are achieving three or more objectives they sought out when investing in GBS and SSC capabilities. These successful global business services organisations are:
2021 Deloitte Global Shared Services and Outsourcing Survey - Download the infographic
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