COVID-19 Impact on Global Service Delivery Models [April 2020]

1.What category best describes the type of organization in which you work?
2.What best describes your captive and / or outsourced services delivery footprint? [choose best answer option]
3.Where are you personally located?
4.How long do you believe your delivery operations will be impacted by COVID-19 before you return to some semblance of "pre-virus" operations? [choose best answer option]
5.What is currently limiting your ability to deliver shared services? [choose top 3 options]
6.*Compared to your service capacity levels before the COVID-19 outbreak, how much of your service capacity has been lost at this stage? [choose best answer option]
7.*How would you gauge the impact of the virus thus far on productivity? [choose best answer option]
8.*Which of the following is your most significant business impact as a result of the COVID-19 outbreak? [choose best answer option]
9.*What are your major BCP challenges? (please choose top 3 options)
10.Which of the processes listed below have been most affected by the crisis?
no change
higher volume
lower volume
n/a
F&A
HR
Procurement
IT Application Maintenance / Development
IT / Network Infrastructure Support
Customer Service 
Supply Chain 
Logistics
Industry-specific processes (e.g. claims processing)
Sales
Marketing
Legal
Real Estate
Logistics
11.In order to maintain service levels, are you considering implementing any of the following right now? [choose up to 3 answer options]
12.In terms of maintaining / transforming your SSO / GBS performance through automation technology, do you have the budget you need to spend right now?
13.How might your talent sourcing strategy evolve in the post COVID-19 environment? [choose best answer option]
14.How do you expect your location strategy to evolve as a result of COVID-19? [choose best answer option]
15.How are you managing continuous improvement (CI) / process excellence while most staff are WFH? (choose best answer option)
16.If you work with a BPO, how have they performed thus far? [choose best answer option]
17.What are you doing today to adapt your service delivery model to the current business environment? [choose top 3 options]
18.*What impact do you believe COVID-19 will have on your company’s future global service delivery operations? [choose best answer option]
19.What impact will COVID-19 have on GBS/SSO's value proposition? [choose up to 3 answer options]
20.What is the major focus of any planning for “reentry?” [Please check the statement that most closely applies]
21.Would you be interested in a demo of SSON Analytics on comparative location data including talent availability, #of SSCs/BPOs, cost of center operations and salary data, along with benchmarking and our global health index?
Current Progress,
0 of 21 answered