The State of GBS in 2023 And Beyond
1.
What best describes your business? Choose best answer
Global Business Services (GBS)
Shared Services Organization (SSO)
Consultant/Advisor
Technology provider/vendor
Business Process Outsourcing provider (BPO/BPM)
None of the above
2.
Which region is your GBS/SSO located in? Choose best answer
North America
LatAm
Central and Eastern Europe
Western Europe/UK/Ireland
Middle East and Africa
APAC
3.
What is your organization's global annual revenue? Choose best answer
<$1B
$1B - $5B
$6B - $10B
$11B - $ 15B
$16B - $20B
$20B+
4.
How long has your GBS/SSO been operating? Choose best answer
Planning phase
0<3 years
3<5 years
5<10 years
10+ years
N/A - We do not have a GBS/SSO
5.
If your services include End-to-End (E2E), which of the following do you provide? Choose all that apply
Order-to-Cash
Source-to-Pay
Record-to-Report
Hire-to-Retire
We do not offer E2E services
Other (please specify)
6.
If your services are offered by function, which of the following do you provide? Choose all that apply.
Finance Services
Finance Planning & Accounting Services
Customer Services
Procurement Services
Commercial Services
Marketing Services
Supply Chain Services
Human Resources Services
Tax Services
Legal Services
Facility Mgt Services
IT Services
R&D Services
Engineering Services
Master Data Management Services
N/A - We do not offer functional services
Other
7.
How is your GBS/SSO strategy impacting the overall workforce (at the enterprise level)? Choose the top 3 options
Driving headcount optimization
Driving increased diversity
Driving increased customer-centricity
Driving improved workforce transparency/people analytics
Driving better integration and utilization of technology
Driving enhanced performance
Driving faster/better talent generation/more talent opportunities
Other [please explain]
8.
Which current trends are causing the most disruption for your enterprise? Choose the top 3 options
Pandemic health concerns
Cost pressure
Digitization
Supply chain disruption (eg: COVID-19 virus)
Economic growth/retrenching in certain regions or countries
Competition from alternative/innovative start-ups
Global warming/sustainability
Currency fluctuations
Protectionism/trade war
Geo-political instability
Brexit
Other (please specify)
9.
Is outsourcing part of your delivery model?
No, we do not currently outsource
Yes, we currently outsource to ONE partner
Yes, we currently outsource to MORE than one partner
10.
Do you currently outsource any of the below SSO/GBS processes? Select all that apply
Finance Services
Finance Planning & Accounting Services
Customer Services
Procurement Services
Commercial Services
Marketing Services
Supply Chain Services
Human Resources Services
Tax Services
Legal Services
Facility Mgt Services
IT Services
R&D Services
Engineering Services
Master Data Management Services
Order-to-Cash
Source-to-Pay
Hire-to-Retire
Record-to-Report
N/A - We do not outsource
Other (please list)
11.
To what degree do you plan to increase/decrease your reliance on outsourcers? Choose best answer
Increase
Keep the Same
Decrease
Does not apply - we do not outsource
12.
To what extent is enhancing Employee Experience (EX) critical for your GBS/SSO? Choose best answer
Not at all
To a lesser extent
To a moderate extent
To a great extent
How is your GBS/SSO driving EX improvement?
13.
To what extent is enhancing Customer Experience (CX) critical for your GBS/SSO? Choose best answer
Not at all
To a lesser extent
To a moderate extent
To a great extent
How is GBS/SSO driving CX improvement?
14.
To what extent is "Experience" (e.g., Customer or Employee) driving GBS/SSO Process & Technology Design?
to a Low extent
to a Medium extent
to a High extent
Current State
to a Low extent
to a Medium extent
to a High extent
Ideal Future State
to a Low extent
to a Medium extent
to a High extent
Please explain your answer.
15.
How are you trying to ensure GBS/SSO becomes an attractive career option for recruits? Choose the top 3 options
Emphasize potential to upskill/gain professional capabilities
Highlight exposure to emerging technology/automation/AI etc.
Build brand awareness/presence in untapped foreign labor markets
Focus on competitive rewards & benefits
Offer hybrid working/flexible workplace/flexible hours
Ensure Diversity, Equity and Inclusion
Present transparent career pathway
Other (please specify)
16.
How do you define the value your GBS/SSO delivers to the enterprise? Select all that apply
Cost optimization
Revenue growth
Improved profit margin
Ability to broaden/expand business scope
Digitization/transformation
Workforce optimization/enhancement
Brand awareness/recognition
Provide scalable platform to enable organic and inorganic growth
Other (please specify)
17.
Where are your opportunities to deliver more value?
18.
Which emerging technologies have you implemented in GBS/SSO? Choose all that apply
Robotic Process Automation
Cloud Computing
Process Mining/Process Discovery
Artificial Intelligence/Expert Systems
Machine Learning
Chatbots
Machine Vision/OCR Advanced Analytics
Natural Language Processing (NLP)
Voice-to-Text/Text-to-Voice
Internet of Things
Language Translation Tools
Blockchain
ServiceNow Workflow Integration
Other (please specify)
19.
How important is digital technology integration for your overall GBS strategy? Choose best answer
Not at all important
Low importance
Medium importance
High importance
Critical
20.
Where can digitization drive maximum value for your enterprise? Choose the top 3 options
Improved Customer-centricity
Process Efficiency / Simplification / Integration
Enterprise Integration
Improved Insights / Analytics
ERP Enhancement
Cost efficiency
Operational transparency
Other (please specify)
21.
What is preventing your GBS/SSO from becoming more digitized? Choose all that apply
Technology gap (eg: budget issues)
Skill gaps (workforce)
Processes not sufficiently standardized
Slow to integrate technology/systems across silos
Fragmented ERP landscape Limited success in automation implementation/scaling (ie: facing hurdles)
Slow progress in implementing cognitive solutions (ML, AI)
Digitization not considered a priority yet/no leadership support
Limited access to data/data strategy/formatting data
Other (please specify)
22.
What would help your GBS/SSO gain the mandate for enterprise digital transformation? Choose the top 3 options
Strong GPO organization/control over E2E process chains
Ownership of enterprise people skills and capabilites
A seat on the business transformation board/enterprise board
Ownership of Center of Expertise (CoE)
Ownership of Intelligent Automation budget/strategy
Ownership of enterprise data hub
We already have the mandate for enterprise digital transformation
Other (please specify)
23.
To what extent were tax impacts/incentives considered for your GBS location/site strategy? Choose best answer
Not at all
To a limited extent
To a moderate extent
To a large extent
Tax incentives were the primary driver
24.
Is your organization re-evaluating its GBS location strategy?
Yes
No
Please elaborate as to why, if yes
25.
To what extent can effectively leveraging GBS/SSO reduce your enterprise's carbon footprint? Choose best answer
Not at all
To a limited extent
To a moderate extent
To a large extent
Absolutely
Please comment on how you are doing this
26.
To what degree is GBS/SSOs activity now operating virtually? Choose best answer
0-20% operating virtually
21-40% operating virtually
41-60% operating virtually
> 60% operating virtually
27.
Looking forward and reflecting on your future plans, what are your top objectives in the next 5 years? Choose max 5 options
Improving the Customer Experience
Improving the Employee Experience
Leveraging automation/smart technology to drive efficiency
Leveraging automation/smart technology to drive effectiveness
Expanding scope by incorporating new functions and processes
Expanding scope by incorporating acquisitions/BUs
Expanding scope by incorporating new capabilities as a service (e.g. analytics, intelligent automation, etc.)
Supporting enterprise digital change agenda/transformation
Driving service agility
Driving service innovation
Driving process performance
Driving workforce optimization
Other (please specify)
28.
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