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Global Shared Services survey results

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Analysis

Global Shared Services survey results

Shared Services Insights Series

The next generation of Shared Services includes higher value processes, new geographies, and a higher utilisation of hybrid models.

Executive summary

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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 realising that although Shared Services is a mature concept, the next generation includes higher value processes, new geographies, and a higher utilisation 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 Centres (SSCs) represented in the survey and show the greatest interest as locations for new centres 
  • Organisation and governance: Organisations are increasingly using global process owners to drive process efficiencies and standardisation across the Shared Services organisation 
  • 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 organisations headquartered in 38 countries, providing data for 870 shared services centres from around the world.

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

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Global Shared Services survey results