SSO/GBS Location Survey About You Question Title * 1. What type of GBS/shared service are you (functional view)? Single country, single function Single country, multi-function Multi-country, single function Multi-country, multi function Other (please explain) Question Title * 2. What do you perceive to be your overall maturity level?(This should reflect your overall ‘maturity,’ taking into account sourcing model, scope, automation, strategic alignment & talent) (select best answer) Low Medium High (advanced) Expert (progressive) Question Title * 3. What do you perceive to be your overall GBS/SSO automation level? (select best answer) None/Low (Automation Scale=0-25%) Medium (= 26-50%) High (=51-75%) Expert (=>75%) Question Title * 4. What are your GBS/SSO strategic targets (direction) in general (select ALL that apply) ? Cost / Efficiency Compliance Risk / Risk reduction Effectiveness Agility (organizational flexibility) Value (provision) Customer (view, intimacy) Service excellence focus Other (please specify) Question Title * 5. Which industry/sector best describes your organization? Agriculture, Forestry, Fishing & Hunting Automotive & Aerospace Banking, Financial Services & Insurance Chemicals Construction & Engineering Defence & Military Educational Institutions & Services Government (Local, National, Regional for example European Union) Healthcare Manufacturing – CPG Manufacturing – Industrial Media, Publishing & Advertising Mining, Oil & Gas Not For Profit Pharmaceuticals & Life Sciences Professional, Legal & Accountancy Services Real Estate, Rental & Leasing Retail Trade Technology (IT, Internet, SaaS) Transport, Shipping & Logistics Travel & Hospitality Utilities Other (please specify) Question Title * 6. What best approximates the size of your organization in terms of revenue? SME (<$2BN Per Annum (USD)) $2BN-$10BN Per Annum (USD) >$10BN Per Annum (USD) Government Not For Profit Strategy Question Title * 7. How are you managing/planning to manage an increase in scope of work? Expand in existing locations Expand into new locations [brownfield] Expand into new locations [greenfield] Not expand but rely on digital solutions/automation Question Title * 8. What are the drivers for your chosen strategy above? Question Title * 9. What is your main concern about risk today? Economic/inflation/cost increase Political/Unrest Talent/Workforce scarcity/attrition Inability to leverage a digital mindset/culture Other (please specify) Question Title * 10. To what extent is your current location footprint exposing you to the risk you selected above, or mitigating against it? I believe our current location footprint exposes us to this risk I believe our current location footprint means we are well-balanced in terms of this risk I believe our current location footprint means we are well-hedged or protected against this risk Question Title * 11. If you are planning to expand into new locations, would these be predominantly: In the same region Adding locations in a new region Shifting locations from one region into another Question Title * 12. Overall, how do you evaluate the value of these regions in terms of the following? (Select all that apply) Cost effectiveness Workforce availability Specific digital skills availability (automation, data, technology) Customer-centricity/customer experience/cultural affinity Productivity/efficiency Agility/Innovation North America North America Cost effectiveness North America Workforce availability North America Specific digital skills availability (automation, data, technology) North America Customer-centricity/customer experience/cultural affinity North America Productivity/efficiency North America Agility/Innovation LatAm LatAm Cost effectiveness LatAm Workforce availability LatAm Specific digital skills availability (automation, data, technology) LatAm Customer-centricity/customer experience/cultural affinity LatAm Productivity/efficiency LatAm Agility/Innovation Western Europe & UK Western Europe & UK Cost effectiveness Western Europe & UK Workforce availability Western Europe & UK Specific digital skills availability (automation, data, technology) Western Europe & UK Customer-centricity/customer experience/cultural affinity Western Europe & UK Productivity/efficiency Western Europe & UK Agility/Innovation Central and Eastern Europe Central and Eastern Europe Cost effectiveness Central and Eastern Europe Workforce availability Central and Eastern Europe Specific digital skills availability (automation, data, technology) Central and Eastern Europe Customer-centricity/customer experience/cultural affinity Central and Eastern Europe Productivity/efficiency Central and Eastern Europe Agility/Innovation Middle East and Africa Middle East and Africa Cost effectiveness Middle East and Africa Workforce availability Middle East and Africa Specific digital skills availability (automation, data, technology) Middle East and Africa Customer-centricity/customer experience/cultural affinity Middle East and Africa Productivity/efficiency Middle East and Africa Agility/Innovation Asia (excluding India and China) Asia (excluding India and China) Cost effectiveness Asia (excluding India and China) Workforce availability Asia (excluding India and China) Specific digital skills availability (automation, data, technology) Asia (excluding India and China) Customer-centricity/customer experience/cultural affinity Asia (excluding India and China) Productivity/efficiency Asia (excluding India and China) Agility/Innovation India India Cost effectiveness India Workforce availability India Specific digital skills availability (automation, data, technology) India Customer-centricity/customer experience/cultural affinity India Productivity/efficiency India Agility/Innovation China China Cost effectiveness China Workforce availability China Specific digital skills availability (automation, data, technology) China Customer-centricity/customer experience/cultural affinity China Productivity/efficiency China Agility/Innovation Australia and New Zealand Australia and New Zealand Cost effectiveness Australia and New Zealand Workforce availability Australia and New Zealand Specific digital skills availability (automation, data, technology) Australia and New Zealand Customer-centricity/customer experience/cultural affinity Australia and New Zealand Productivity/efficiency Australia and New Zealand Agility/Innovation Service Delivery Model & Scope Question Title * 13. What is your CURRENT primary sourcing/shoring combination? (select best answer) Captive onshore Captive offshore Hybrid onshore Hybrid offshore Outsourced onshore Outsourced offshore Question Title * 14. What is your TARGET sourcing/shoring combination (in 2-3 years)? (select best answer) Captive onshore Captive offshore Hybrid onshore Hybrid offshore Outsourced onshore Outsourced offshore Question Title * 15. Which of these processes/functions are part of your scope in any of the GBS/SSO/BPO locations (whether partially or fully)? (please select ALL that apply) Hire-to-Retire / Reward-to-Retire Benefits Administration Time-to-Pay / Payroll Talent Management (Strategic Workforce Planning, Recruiting and Staffing, Workforce Development, L&D, Onboarding) Purchase-to-Pay / Procure to Pay Order-to-Cash / Customer to Cash Record-to Report / Account to Report Tax Support / Admin Plan-to-Result (Strategic Planning, Annual Opex/Capex Budgeting, Forecasting, BPM Reporting, Business Analysis, FP&A) Indirect Procurement Direct Procurement Supply Chain (Planning: SCM, DM, IM, S&OP, Plan Supply, Plan Distribution) Supply Chain (Manufacturing: M. Strategy, Prod. And Resource Scheduling, Prod. Management, Maintenance Management, QM) Supply Chain (Delivery, Logistics: Logistics strategy, Inbound/Outbound, Warehousing, Reverse logistics, Trade Compliance) IT Opportunity-to-Proposal Information Technology (other IT processes) Technology related (e.g. RPA, Digitization teams, Intelligent Automation) Master Data Management Data Analytics / Business Analytics R&D Customer Center (call center) processes (Front-office support) Real Estate & Facilities Management Legal Environmental, Health & Safety (EHS) Sales Marketing Corporate Communications Industry/sector specific processes Stock / Shares Management Engineering Services Document Management Shop Floor Planning Fleet Management Creative / Design Services Content Management Events Management Labs Other (please specify) Location Overview Question Title * 16. How many locations does your SSO/GBS/BPO include in total (including all captive and outsourced locations)? 1 2 3 4 5 6 7 8 9 10 11 or more Question Title * 17. How many CAPTIVE locations does your SSO/GBS include in total? 1 2 3 4 5 6 7 8 9 10 11+ Which locations do you have CAPTIVE sites in? (Please list Country & City) Location Drivers Question Title * 18. What were the main reasons (in the past) for selecting the locations you are currently in? (select ALL that apply) Cost (savings) / efficiency Compliance Risk / Risk reduction Effectiveness Agility (organizational flexibility) Access to skills/language Value (provision) Customer (view, intimacy, proximity) Service excellence focus Brownfield (location at/near existing site/existing personnel/infrastructure) Other (please specify) Question Title * 19. What ARE/WOULD BE the main reasons (now and in future) for selecting a location? (select ALL that apply) Cost (savings) / efficiency Compliance Risk / Risk reduction Effectiveness Agility (organizational flexibility) Access to skills/language Value (provision) Customer (view, intimacy, proximity) Service excellence focus Brownfield (location at/near existing site/existing personnel/infrastructure) Other (please specify) Question Title * 20. Are global wage inflation and tightening labor markets driving a change in (or review of) your geographical footprint (site locations)? Yes No Feel free to comment Question Title * 21. Is your existing location structure (footprint) the right one (considering all current internal and external drivers)? Yes No Please explain Question Title * 22. Do you have a desire, discussion or project ongoing to assess/re-assess the current location structure (anything from number of locations to selection of locations to facility changes)? Yes, potentially changing existing locations Yes, potentially adding new locations Yes, potentially changing and adding locations Yes, assessing facilities in existing locations No Question Title * 23. Which of these factors has impacted your desire, discussion or project to assess/re-assess the current location structure/footprint? (select ALL that apply) Pandemic (Covid) War in Ukraine War (elsewhere) Supply chain issues Inflation / Cost increases Political instability in country/region Environmental, Social, Governance (ESG) thinking Technology advances/capabilities BPO capabilities/sourcing options Other external factors Internal factors, e.g. strategy adaptations Internal factors, e.g. scope changes, enlargements etc. Other internal factors Question Title * 24. If you have a project initiated or ongoing to assess/re-assess the location structure/footprint, which of these drivers/factors was THE MAIN FACTOR initiating the assessment? (select the single best answer) Pandemic (Covid) War in Ukraine War (elsewhere) Supply chain issues Inflation /Cost increases Political instability in country/region ESG thinking Technology advances/capabilities BPO capabilities/sourcing options Other external factors Internal factors, e.g. strategy adaptations Internal factors, e.g. scope changes, enlargements etc. Other internal factors Outlook & Future Plans Question Title * 25. What locations are you currently interested in (existing and new)? Please select up to 5 countries from the dropdown and key in cities in comment box Country 1 Afghanistan Albania Algeria Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia & Herzegovina Botswana Brazil Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Colombia Congo Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Eswatini Ethiopia Faroe Islands Fiji Finland France French Guiana French Polynesia Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Moldova, Republic of Monaco Mongolia Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria North Korea North Macedonia Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Rwanda Samoa San Marino Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Sweden Switzerland Syria Taiwan Tajikistan Tanzania, United Republic of Thailand Togo Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Uganda Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Vanuatu Venezuela Vietnam Yemen Zambia Zimbabwe Country 1 menu Country 2 Afghanistan Albania Algeria Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia & Herzegovina Botswana Brazil Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Colombia Congo Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Eswatini Ethiopia Faroe Islands Fiji Finland France French Guiana French Polynesia Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Moldova, Republic of Monaco Mongolia Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria North Korea North Macedonia Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Rwanda Samoa San Marino Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Sweden Switzerland Syria Taiwan Tajikistan Tanzania, United Republic of Thailand Togo Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Uganda Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Vanuatu Venezuela Vietnam Yemen Zambia Zimbabwe Country 2 menu Country 3 Afghanistan Albania Algeria Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia & Herzegovina Botswana Brazil Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Colombia Congo Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Eswatini Ethiopia Faroe Islands Fiji Finland France French Guiana French Polynesia Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Moldova, Republic of Monaco Mongolia Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria North Korea North Macedonia Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Rwanda Samoa San Marino Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Sweden Switzerland Syria Taiwan Tajikistan Tanzania, United Republic of Thailand Togo Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Uganda Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Vanuatu Venezuela Vietnam Yemen Zambia Zimbabwe Country 3 menu Country 4 Afghanistan Albania Algeria Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia & Herzegovina Botswana Brazil Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Colombia Congo Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Eswatini Ethiopia Faroe Islands Fiji Finland France French Guiana French Polynesia Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Moldova, Republic of Monaco Mongolia Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria North Korea North Macedonia Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Rwanda Samoa San Marino Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Sweden Switzerland Syria Taiwan Tajikistan Tanzania, United Republic of Thailand Togo Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Uganda Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Vanuatu Venezuela Vietnam Yemen Zambia Zimbabwe Country 4 menu Country 5 Afghanistan Albania Algeria Andorra Angola Anguilla Antigua & Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia & Herzegovina Botswana Brazil Brunei Darussalam Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Colombia Congo Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Eswatini Ethiopia Faroe Islands Fiji Finland France French Guiana French Polynesia Gabon Gambia Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guinea Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Moldova, Republic of Monaco Mongolia Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Caledonia New Zealand Nicaragua Niger Nigeria North Korea North Macedonia Norway Oman Pakistan Palau Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Rwanda Samoa San Marino Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Korea South Sudan Spain Sri Lanka Sudan Suriname Sweden Switzerland Syria Taiwan Tajikistan Tanzania, United Republic of Thailand Togo Tonga Trinidad & Tobago Tunisia Turkey Turkmenistan Uganda Ukraine United Arab Emirates United Kingdom United States Uruguay Uzbekistan Vanuatu Venezuela Vietnam Yemen Zambia Zimbabwe Country 5 menu Please key in city names here Question Title * 26. Are you interested in knowing about new “progressive,” less known, less utilized location alternatives (e.g. Rwanda, Fiji etc.)? If so, are there any specifics? No Yes, in general Yes, Rwanda Yes, Fiji Yes, Albania Yes, Moldova Yes, Peru Yes (please specify country/countries) Question Title * 27. Do you anticipate having more or fewer locations in the future (say 5-10 years from now) compared to today? More Same Less Not sure Question Title * 28. Would you be interested in gaining a Certification in Global Business Services? No Yes (please share your email) Question Title * 29. Would you be interested in finding out about SSON's benchmark metrics and research offerings – SSON Research & Analytics – which covers 120+ metrics and city measures across more than 3,800 cities worldwide? No Yes (please share your email) Done