SSON Analytics has identified 184 shared services organisations (SSOs) that have embarked on their Global Business Services (GBS) journey.
Play with the data in this interactive report to answer core questions such as:
- What type of enterprises are choosing to adopt a GBS model?
- What does the rate of growth of GBS look like?
- What functions are usually included in a GBS model?
- Do SSOs usually include Global Process Owners (GPOs) in their GBS?
- How important is standardizing systems when implementing GBS?
- What is the maturity of SSOs that have a GBS model?
- How does attrition rate vary across SSOs with different GBS maturity?
In this interactive report, travel through the four levels of shared services maturity (Emerging, Evolving, Adding Value and GBS) to find out where you currently fall and what you need to do in order to advance your SSO to the next level.
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Global business services have grown exponentially over the past 5 years. And it is no surprise the intelligent automation revolution has been occurring simultaneously. With the consistent growth and competition in the industry, staying ahead of the trends has become a critical component of strategy. As a result of mutual growth, the digital revolution and GBS have formed a vital relationship. Learn more about how the growth in GBS has supported digitlaization in this info-graphic from SSON.
Click the download button to see the Shared Services Week Autumn - Industry Report!
In contact centers it’s generally taken as an article of faith that first contact resolution (FCR) yields a better customer experience than requiring multiple contacts. Makes sense. But because Amazon is prone to questioning things, we wanted to see if this was the case for employees contacting our Employee Resource Center (ERC), and particularly to understand how much more satisfied employees were if we resolved their question on the first vs. second or third contact.
The shared services industry has developed more value as a result of combing its functions with digital & automated technologies. Throughout this development process, the skills in demand have evolved as well. Take a look at these 6 redefining skills and capabilities for the digital evolution in the new world of shared services. Email email@example.com for a copy!
Take a look at this interactive report based on SSON's 2018 market report! Learn about the strategies and knowledge services from more than 180 shared services executives in this exclusive report.
Shared services is a constantly evolving industry that requires a workforce to evolve with it. Take a look at the 6 skills will need to give you a competitive advantage!
Even though RPA is a great shared services enabler, some still fail to scale the processes across their entire enterprise. Learn more about how to scale your RPA succesfully from the start with these 5 helpful tips!
Anyone acting as a GPO, moving into the role or working on a broader project it needs to audit its performance. We'll dive into what's needed more at the summit, but until then consider these three steps:
- Knowing when you're GPO ready
- Defining the right person for the role
- Creating a road map to success.
We sat down with Thomas Muir, Executive Director, Support Services, MyVA Program Office. He took us through how implementing a multifunctional shared services organization focused on customer service at the VA was so successful, best practices to consider along the SSO journey, challenges that were come across in past year during this transformation, and how they were mitigated, metrics he is most proud of and what they were prior. As well as where he sees the future of SSO headed in the next 5-10 years.
The concept of Global Business Services has been around since the turn of the Millennium, and global brands like Proctor & Gamble, Unilever and Coca-Cola have already pioneered its development as the natural next step in their Shared Services journeys. Download this interview to learn about their SS journeys.
Vice President and Assistant Corporate Controller at Parker-Hannifin, Tony Sayer, disscusses the key steps of building a solid business case to jumpstart an SSO journey, what you can do to assure you are getting the most out of each step, best practices to consider along an SSO journey, challenges that you may come across when launching a new SSO, and much more.
As always, there are the pioneers amongst us who are blazing a path into the future. We have reviewed some of the most impressive examples to date, to identify how and where these pioneers are making a difference. Here are seven areas that offer real opportunities for change – and 5 leaders who are not afraid to break the mold.
This is the Shared Services Creed: "I believe our current Shared Services strategy will deliver a dramatic and recognized value to the organization beyond cost savings. This belief system separates the more advanced models from the traditional ones." Nearly 3/4 of respondents to SSON's State of the Industry Survey agree with this statement.
Vale, formerly known as Companhia Vale do Rio Doce or CVRD, was a state-owned business until 1998, when it was privatized. Shortly after privatization, in 2001, there was a change in the control group, which led to a much stronger focus on growth, rather than on dividend generation. This new strategic direction made it possible for Vale to increase its market capitalization from USD 8 billion in 2001 to more than USD 160 billion by the end of 2010.
‘Having the opportunity to meet other colleagues during Shared Services & Outsourcing Network (SSON) conferences, many organizations copy and/or mirror ONE existing SSO model with all the associated “child sicknesses”. Analyzing this model – and reading these articles, I am not surprised many companies are struggling in the first years after implementation. We experienced many of these problems in the first few years at our SSC – but I would like to share some other thoughts with you on some of the problems which were outlined.
Shared by Peter Andrisin, General Manager at KONE SSC in Bratislava, Slovakia.
When SSON published “Top Ten Mistakes Made When Implementing Shared Services” experts across the shared services and outsourcing space advice on the most common errors organizations make when creating a shared services organization, the response was so popular that we decided to return to the issue. After all, the litany of potential errors doesn’t stop at ten! So here are Ten MORE Common Mistakes… Recognize any? Let’s hope not…
Bryce Tawney has held shared services leadership roles for oil field services giant Halliburton for the past seven years. He recently stepped into an M&A finance integration lead role where his recent focus has been to quickly learn best practices and keys to successful integrations. From a multitude of resources he has quickly learned to manage the steep learning curve.
The annual report from SSON is the most anticipated article in the shared services industry each year, addressing the current industry landscape, the future of shared services, and everything in between. The report survey's the largest pool of shared services executives from around the globe to gain real insights and provides the most valuable analysis of the industry.
Historically, RPA has experienced somewhat of a mixed reception by employees who fear of being replaced and senior leadership who often dismiss it as relevant only to organizations that deal with high transactional volumes and big budgets. Despite these views, the demand for RPA tools is growing quickly and is applicable and available for everyone. Here are five considerations for harnessing the benefits of RPA regardless if you’re leading a team of two or two hundred.
With tax authorities globally now applying new pressure through increased regulation and more stringent audits impacting intercompany transactions, penalties can be steep, swift and severe. Mastercard's Rebecca Howard has written this whitepaper specifically for SSON's members, to point a spotlight at this problem.
Download your free copy to find out how effective current supplier engagement practices are; how catalog management could be optimized; where procurement practices are proving most successful; and future improvement plans. And more!
This interactive report maps out the 479 Captive/Hybrid SSCs across the U.S. West Coast. Play with the data to answer core questions such as:
- Where are the SSCs hotspots in the West Coast?
- What functions are most popular & what are the emerging functions?
- What industries are performing domain specific functions?
- What industries & company size are locating their SSCs in the West Coast?
- Where in the West Coast is there most demand for shared services talent?
Check out this article detailing the top five issues surrounding Finance Transformation and learn more about the topic.
This is your guide to everything Shared Services & Outsourcing Week Autumn! Take a closer look at the individual tracks, the benefits of our sessions, and what's new at the event.
SSON spoke with SSOW Autumn Speaker Paul Finke, Senior Director of Payables & Revenue Accounting at the Gap Inc. about best practices and lessons learned for effectively managing shared services talent. Get a sneak peak on how shared services leaders at The Gap effectively manage a cross-generational workforce, recruit top-notch talent and develop future SSO leaders.
Here are 3 Reasons to attend SSOW Autumn.
Findings from a live audience polling conducted during North American SSO Week in March 2017.
This exclusive material contains interviews with 3 experts on IA:
- Jon Theuerkauf, Managing Director, Head of Performance Excellence, Robotic Process Automation & COE Program Head at BNY Mellon.
- Jason Barkham, Vice President of Business Transformation Solutions at Warner Bros. Entertainment Inc.
- Jim Walker, Services Portfolio Manager at the National Aeronautics and Space Administration (NASA) Shared Service Center (NSSC).
Jon Theuerkauf is the Managing Director, Head of Performance Excellence, Robotic Process Automation & COE Program Head at BNY Mellon. In our chat with Jon, he discussed:
- The approach he has taken at BNY Mellon with RPA and the results this has produced
- Steps in developing a fast & furious (yet sound and discreet) PoC program to easily upload in a reasonable timeframe and with a limited budget
- Advice for organizations looking to implement intelligent automation for the first time
- And where he sees the future of intelligent automation headed in the next 2 - 5 years
We sat down with Jason Barkham, Vice President of Business Transformation Solutions at Warner Bros. Entertainment Inc.
In our chat with Jason, he discussed:
- Ways an organization can determine opportunities and leverage them to achieve process optimization
- Examples of how an organization would choose an intelligent automation tool and business model
- Intelligent automation models Warner Bros. Entertainment currently uses
- The future of intelligent automation within the next 2 - 5 years
Jim Walker is the Services Portfolio Manager at the National Aeronautics and Space Administration (NASA) Shared Service Center (NSSC). We sat down with him to discuss:
- Innovative technology solutions implemented into NASA and the hurdles that were encountered
- Examples of the successes NASA has had with implementation of intelligent automation
- How the NSSC is preparing to offer bots as a service via its Housing and Utilizations of Bots team
- Where the future of intelligent automation is headed in the next 2-5 years
Rochelle Hood, SSON’s Global Head of Customer Analytics and Research, led an interview series with Lee Coulter from Ascension to explore thought leadership and a strategic vision on the impact, benefits and opportunities from Intelligent Automation. Watch this first episode to find out how Intelligent Automation will change the way Global Business Services / Shared Services organizations add value to the enterprises and customers they serve.
About the Thought Leader: Lee Coulter is currently Senior Vice President of Ascension and Chief Executive Officer of its shared services subsidiary, the Ascension Ministry Service Center. Ascension, the nation’s largest non-profit health system, tasked Coulter with creating an enterprise wide shared service center to enable Ascension and its 150,000 associates to adapt to changes in the health care market.
Organizations continuously strive to achieve greater efficiencies and more streamlined operations as a matter of course, particularly with Shared Services. Robotic Process Automation (RPA) is the latest proposition to promise a quantum advance for Shared Services. Download the content to learn more about RPA and it's benefits to your organization!
Courtesy of Chazey Partners
Where do you land on the Shared Services Maturity curve? Where do you want to be? Take a look at this infographic outlining how the Shared Services and Outsourcing Week Autumn event will help you navigate through the planning, evolving and maturing phases.
For many SSOs, blockchain is still considered another “revolutionary” head-turning technology that is relegated as something that’s nice to know but not like to have, considering most are still focused on the last big new thing like RPA. But according to experts, Shared Services professionals will need to adopt a very different attitude to the opportunities that blockchain represents to both the digital back and front offices, and pretty quickly, or risk being left behind. See why by downloading this newly released article or email firstname.lastname@example.org to request a copy!
Combining multiple departments under a single leader does not necessarily result in an effective multifunction shared services center; you’ve got to be prepared with a much more strategic plan. In this session, you will see how developing a common vision and a compulsive reason to act can result in your shared services organization having key metrics with clear goals, a transformation plan to get you there and every employee’s actions aligned. Learn how visual management, standard work, and individual contributor involvement can reduce exception work, reduce costs, and increase employee engagement.
Follow along as Filippo Passerini, the former Head of P&G's GBS, and previous SSOW Keynote Speaker leads us on a journey through P&G's world-class global business services model.
Blending Q4 2017 data from 100+ North American Shared Services Centres, this report dives into the key themes of the upcoming 22nd North American Shared Services & Outsourcing Week 2018. Flip through to find out more on Millennial Talent, Digital Disruption and Customer Experience in North America Shared Services Organizations (SSOs).