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.