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Ask the pro series

Build core strength with service delivery insights

Explore Deloitte’s series of short, insightful interviews designed to inform on compelling service delivery topics. We can make connections others miss on a wide range of shared services, outsourcing, and global business services issues.

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The value proposition of global business services

Ask the pro: Caleb Longenberger

For more than two decades, organizations around the world have used shared services and outsourcing to improve controls and reduce costs. Those tried and true benefits are still relevant, but the expectations placed upon leading global business services (GBS) organizations are now much higher. Mature GBS organizations now deliver value in such strategic areas as transformation, mergers and acquisitions (M&A), and innovation in addition to traditional cost and operational efficiency benefits.

 

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How corporate legal organizations can leverage shared services

Ask the pro: Anthony Reid

Corporate legal organizations often assume they are not good candidates for service delivery transformation because they have unique sensitivities and ways of operating compared to other departments within the enterprise. More and more legal departments are discovering this perception is no longer accurate and genuine benefits lie in thinking more systematically about their service delivery.

 

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The next frontier in HR service delivery

Ask the pro: Marc Solow

In the last five to seven years, many companies have transformed their HR service delivery models by implementing shared services, streamlining their business processes, and investing in leading edge HR technologies, and solutions. Building upon this foundation, some are now turning to the next frontier in service delivery: improving the employee and manager experience through workplace simplification and systems of engagement.

 

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How global business services can add value to the core business

Ask the pro: Jean White

Shared services has consistently delivered demonstrated results and benefits related to cost arbitrage and process efficiency. But, as models mature, companies expect continued returns from their substantial global business services (GBS) investments. This is prompting many GBS organizations to consider how they can foster growth through new capabilities and add value to the core business.

 

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Key insights from Deloitte's 2015 Global Contact Center survey

Ask the pro: Andy Haas

Major themes which emerged from our 2015 Global Contact Center survey indicate that contact centers are becoming more strategic and critical to business value chains.

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Key insights from Deloitte's 2015 Global Shared Services survey

Ask the pro: Noemie Tilghman

2015 marked our seventh biennial global shared services survey, allowing us to consistently measure a number of trends including the value and benefits organizations are getting from their shared services efforts.

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