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Service Delivery Insights: Second Quarter 2012

June 20, 2012

Deloitte’s 2012 outsourcing and insourcing survey

With responses from over 23 different countries and 22 primary industries from around the world, this year’s survey reveals that outsourcing and insourcing leaders are finding that outsourcing is continuing to become mainstream and all business processes are expecting to see increases in the use of outsourcing and offshoring in the near future.
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Five “must haves” to consider for outsourcing in service delivery transformation

Our observations of companies undertaking outsourcing as part of a Service Delivery Transformation initiative suggest that the likelihood of achieving the desired outcomes can drop dramatically in the absence of certain critical processes. In this paper, we have identified five specific areas where effective planning and execution can be especially important to an outsourcing effort.
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Ask the Pro: Getting good at outsourcing
Marc Mancher, principal, Deloitte Consulting LLP

When I led our company’s finance services organization, I slashed costs while still satisfying the users by outsourcing most of accounting. Now, I’ve been put in charge of global service delivery with the mandate to replicate those results in HR, IT, and procurement. But I’m not familiar with the providers in those areas – and even if I were, I can’t possibly run everyone’s outsourcing program. Short of cloning myself, how can I help the other functions outsource effectively?


HR, IT, and procurement can benefit from your experience without you having to do any heavy lifting. Instead, you can put in place a couple of processes to help institutionalize some effective approaches in leading these additional areas of your organization…
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Divesting your shared service center: Leverage your shared service center as a springboard to a profitable outsourcing relationship

Many leading organizations are seizing the opportunity to outsource their Shared Service Center (SSC) operations to service providers in a move to realize additional up-front value from their SSC investment. Such relationships can help further reduce costs, and through investment in the SSC by the outsourcing service provider, they take service to a new level.
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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.
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In the news

Legal Management: Transforming support service delivery


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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