Key SSO Trends & Data to Support Your Presentation
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Key SSO Trends Data to Support Your Presentation SSO Week 2019 Data in this deck is specifically for Europe. All data taken from SSON SSON Analytics based on 20182019 data. Table of Contents To simplify your search, we have listed
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01
Key SSO Trends & Data to Support Your Presentation @ SSO Week 2019 Data in this deck is specifically for Europe.
All data taken from SSON & SSON Analytics – based on 2018/2019 data.<br>
All data taken from SSON & SSON Analytics – based on 2018/2019 data.<br>
02
Table of Contents To simplify your search, we have listed the data under key headlines.
Please reference the source via the following format:
Source: [name of report/survey]; SSON Analytics
Operating Model & GBS Transformation
Outsourcing: New Role
Shift to Knowledge Work
RPA/ Intelligent Automation
Digital Labor/Talent Management
Data Analytics
HR Transformation & Finance Transformation
Diversity<br>
Please reference the source via the following format:
Source: [name of report/survey]; SSON Analytics
Operating Model & GBS Transformation
Outsourcing: New Role
Shift to Knowledge Work
RPA/ Intelligent Automation
Digital Labor/Talent Management
Data Analytics
HR Transformation & Finance Transformation
Diversity<br>
03
Operating Model & GBS Transformation<br>
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As of 2019 data, 60% of European Shared Services operate multi-functional.
While F&A, HR, Procurement and IT are still the most common functions, 1/3 respondents provide data analytics & COE competencies like RPA, as well.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019 WHAT IS YOUR SHARED SERVICES OPERATING MODEL? WHICH FUNCTIONAL SERVICES DOES YOUR CENTER PROVIDE? www.sson-analytics.com<br>
While F&A, HR, Procurement and IT are still the most common functions, 1/3 respondents provide data analytics & COE competencies like RPA, as well.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019 WHAT IS YOUR SHARED SERVICES OPERATING MODEL? WHICH FUNCTIONAL SERVICES DOES YOUR CENTER PROVIDE? www.sson-analytics.com<br>
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ARE YOU PLANNING TO EXPAND THE SCOPE OF YOUR SSO OVER THE NEXT 12 MONTHS? WHICH BEST DEFINES YOUR OVERALL SHARED SERVICES STRATEGY? 78% of European respondents are planning to expand SSO scope in the next 12 months.
The overriding trend in 2019 is “fewer, but perhaps larger centers”.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
The overriding trend in 2019 is “fewer, but perhaps larger centers”.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
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41% of European respondents have started implementing GBS, with 16% fully implemented.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com HAVE YOU IMPLEMENTED GBS? OR ARE YOU CONSIDERING IT?<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com HAVE YOU IMPLEMENTED GBS? OR ARE YOU CONSIDERING IT?<br>
07
Driving efficiencies via smart technology (45%) and expanding scope (35%) are the top objectives for GBS in the next 5 years.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com IF YOU HAVE (OR PLAN TO HAVE) A GBS, WHAT ARE YOUR MAIN OBJECTIVES FOR IT IN THE NEXT 5 YEARS?<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com IF YOU HAVE (OR PLAN TO HAVE) A GBS, WHAT ARE YOUR MAIN OBJECTIVES FOR IT IN THE NEXT 5 YEARS?<br>
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Outsourcing: New Role<br>
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Just under half of European respondents are outsourcing part of their Shared Services.
Despite automation, outsourcing is still significant, but focus is moving from transactional to knowledge services.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com DO YOU OUTSOURCE WORK? IN THE AGE OF AUTOMATION, HOW DO YOU RATE OUTSOURCING?<br>
Despite automation, outsourcing is still significant, but focus is moving from transactional to knowledge services.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com DO YOU OUTSOURCE WORK? IN THE AGE OF AUTOMATION, HOW DO YOU RATE OUTSOURCING?<br>
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Customers expect the providers to leverage RPA to improve performance/cost (43%) and seek more value-added in terms of problem-solving (41%).
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com IF YOU OUTSOURCE WORK, HOW ARE YOUR EXPECTATIONS SHIFTING?<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com IF YOU OUTSOURCE WORK, HOW ARE YOUR EXPECTATIONS SHIFTING?<br>
11
Outsourcing contracts are still focused on reducing cost year-on-year (30%), and are increasingly output-based (28%).
Analytics services still under-represented.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com IF YOU OUTSOURCE, HOW ARE CONTRACTS EVOLVING?<br>
Analytics services still under-represented.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com IF YOU OUTSOURCE, HOW ARE CONTRACTS EVOLVING?<br>
12
Shift to Knowledge Work<br>
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While half of European SSCs are still performing largely transactional work, the other half are incorporating more knowledge work in their service offerings.
Among those moving towards knowledge services, one-third are progressing well, with roadmaps developed and milestones targeted.
A majority are still struggling with defining and transitioning to knowledge services, however.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com WHAT’S THE TRANSACTIONAL / KNOWLEDGE WORK RATIO IN YOUR SSC? IF YOU ARE MOVING TOWARDS KNOWLEDGE SERVICES, WHAT IS YOUR EXPERIENCE SO FAR?<br>
Among those moving towards knowledge services, one-third are progressing well, with roadmaps developed and milestones targeted.
A majority are still struggling with defining and transitioning to knowledge services, however.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com WHAT’S THE TRANSACTIONAL / KNOWLEDGE WORK RATIO IN YOUR SSC? IF YOU ARE MOVING TOWARDS KNOWLEDGE SERVICES, WHAT IS YOUR EXPERIENCE SO FAR?<br>
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RPA / Intelligent Automation<br>
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IS INTELLIGENT AUTOMATION* (IA) PART OF YOUR OPERATIONS? HOW MANY ‘ROBOTS’ (OR ‘PROJECTS’) DO YOU HAVE IN PRODUCTION? More than half of European respondents have embarked on their IA journey (testing, implemented and scaling).
Only a small % have reached the >50 robots/projects stage.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
*Intelligent Automation refers to various automation solutions, including RPA www.sson-analytics.com<br>
Only a small % have reached the >50 robots/projects stage.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
*Intelligent Automation refers to various automation solutions, including RPA www.sson-analytics.com<br>
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WHERE YOUR IA/RPA PROJECT HAS RUN INTO TROUBLE, WHY IS THIS? IA/RPA projects run into trouble primarily due to wrong process selection and insufficient change management.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
17
DO YOU PLAN ON INTEGRATING OTHER INTELLIGENT AUTOMATION (IA) TOOLS?
IF YES, WHICH? Other than RPA, European respondents are looking into integrating Artificial Intelligence and Machine Learning.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
IF YES, WHICH? Other than RPA, European respondents are looking into integrating Artificial Intelligence and Machine Learning.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
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2/3 of European SSC respondents are leveraging a Center of Excellence (COE). Among these COEs, slightly more than half support RPA / Intelligent Automation competencies.
{Source: SSON Annual Survey 2019}
‘
www.sson-analytics.com<br>
{Source: SSON Annual Survey 2019}
‘
www.sson-analytics.com<br>
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Digital Labor/Talent Management<br>
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WHAT’S YOUR EXPERIENCE WITH THE DIGITAL WORKFORCE SO FAR? Nearly 1/3 have achieved significant improvement with the digital workforce – but half are experiencing challenges around change management, ecosystem and employee anxiety.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
21
WHAT ARE THE TOP 3 BENEFITS REALIZED FROM THE DIGITAL WORKFORCE SO FAR? FTEs focused on more value-added work, productivity and enhanced quality / fewer errors are leading benefits (multiple answers selected).
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
22
Innovative mindset and leadership pipeline are top challenges.
Interestingly, ensuring a certain level of technology awareness does not rate highly.
Nor does redeploying staff displaced via automation.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com WHAT’S YOUR TOP TALENT CHALLENGE?<br>
Interestingly, ensuring a certain level of technology awareness does not rate highly.
Nor does redeploying staff displaced via automation.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com WHAT’S YOUR TOP TALENT CHALLENGE?<br>
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Innovative thinking and data analytics are top challenges.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com WHAT ARE THE BIGGEST SKILLS DEFICITS WITHIN YOUR EXISTING SHARED SERVICES STAFF?<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com WHAT ARE THE BIGGEST SKILLS DEFICITS WITHIN YOUR EXISTING SHARED SERVICES STAFF?<br>
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When transiting to a digital workforce, it is critical to include change management planning, train for front line employees, and give recognition to contributing team members.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com MANAGING A DIGITAL WORKFORCE ALONGSIDE A HUMAN WORKFORCE… WHAT IS NEEDED?<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com MANAGING A DIGITAL WORKFORCE ALONGSIDE A HUMAN WORKFORCE… WHAT IS NEEDED?<br>
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Data Analytics<br>
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HOW ARE YOU LEVERAGING BUSINESS INTELLIGENCE/ ANALYTICS? The most common means of leveraging Analytics are via specialized teams/Centers of Excellence.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2018
www.sson-analytics.com<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2018
www.sson-analytics.com<br>
27
WHAT’S YOUR CURRENT DATA ANALYTICS STRATEGY? 1 of 3 respondents already have or are setting up a Data Analytics function for their SSO/GBS.
Training and upskilling staff, and identifying critical corporate data assets are both key.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2018
www.sson-analytics.com<br>
Training and upskilling staff, and identifying critical corporate data assets are both key.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2018
www.sson-analytics.com<br>
28
HR & Finance Transformation<br>
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WHAT HR TECHNOLOGIES ARE HR PROFESSIONALS’ FOCUSING ON?
(2018 vs 2019) According to HR Exchange Network’s ”HR Tech Global Report 2019”, the focus on HR technologies have shifted from e-Learning, Analytics and Mobile in 2018 to Talent Management, Analytics and Workforce Management in 2019.
Source: Shared Services in Europe 2019: Scope expansion with fewer centres, outsourcing still relevant, searching for innovative talent, and assessing readiness for new IA tools?
www.sson-analytics.com<br>
(2018 vs 2019) According to HR Exchange Network’s ”HR Tech Global Report 2019”, the focus on HR technologies have shifted from e-Learning, Analytics and Mobile in 2018 to Talent Management, Analytics and Workforce Management in 2019.
Source: Shared Services in Europe 2019: Scope expansion with fewer centres, outsourcing still relevant, searching for innovative talent, and assessing readiness for new IA tools?
www.sson-analytics.com<br>
30
WHAT ARE THE TOP PRIORITIES OF FINANCE LEADERS? WHAT NEW TECHNOLOGY INVESTMENT WOULD SIGNIFICANTLY IMPROVE FINANCE PERFORMANCE? Source: Shared Services in Europe 2019: Scope expansion with fewer centres, outsourcing still relevant, searching for innovative talent, and assessing readiness for new IA tools?
www.sson-analytics.com<br>
www.sson-analytics.com<br>
31
Diversity in your SSO/GBS<br>
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HOW IS DIVERSITY PLAYING OUT IN YOUR ORGANIZATION? Less than half of European SSCs have a formal diversity agenda in place.
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
Source: SSON’s State of Shared Services & Outsourcing Industry Survey 2019
www.sson-analytics.com<br>
33
Diversity programs in European SSCs are focused predominantly on nationality/culture (30%) and gender (24%). Very few focus on age (8%).
{Source: SSON Annual Survey 2019}<br>
{Source: SSON Annual Survey 2019}<br>