The FINANCIAL -- Demand is increasing for shared services models and internal process
improvement as organizations look to enhance business performance,
according to the KPMG 2Q11 Sourcing Advisory Pulse Survey of KPMG field
advisors and leading global business and IT service providers.
Among the advisors surveyed, 59 percent indicated they anticipate greater demand from clients for shared services delivery models, and 51 percent saw more demand for internal process improvement. Meanwhile, outsourcing demand remained flat including both business process outsourcing (BPO) and IT outsourcing (ITO).
Advisors who primarily support global deals or deals in the Americas were more likely to cite demand growth for shared services (63 percent), while those who support clients in the EMEA region were most likely to cite increased demand for internal process improvement efforts (61 percent).
“The value proposition and success metrics for shared services operations are evolving,” said Stan Lepeak, research director in KPMG’s Shared Services and Outsourcing Advisory group. “Leading organizations today receive measureable business value from shared services – above and beyond driving costs. This involves driving and improving overall business performance as well as competing for internal business on level ground with external service providers.”
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