Taking a Pulse on the Global Business Services Market: Results from the Front Lines

Stan Lepeak, Global Research Director, KPMG LLP Advisory

KPMG recently released the results of its global 3Q12 Sourcing Advisory Pulse surveys. These Pulse surveys provide insights into trends and projections in end-user organizations’ usage of global business services (GBS). The learnings are gleaned from KPMG firms’ advisors, who are working closely with end-user organizations that are actively exploring or undertaking GBS initiatives, as well as from leading global business and IT service providers.

Below are the results from the online polling that occurred as part of the Pulse release Webcast held on October 25. They reinforce the findings from the Pulse survey itself.

Figure 1 illustrates demand trending for shared services as compared to IT and business process outsourcing. It reaffirms that buyer interest in the use of shared services has increased relative to the use of outsourcing over the past year.

Figure 2 shows trending relative to bringing work outsourced offshore back onshore. While some amount of work has been brought back onshore, the majority of respondents have not brought any work back onshore and have no plans to do so.

Figure 3 examines the importance of efforts to drive increased shared services maturity among end-user organizations. The majority of respondents identify this as an important or very important priority.

Finally, Figure 4 depicts the degree to which organizations have achieved the goals and benefits they sought when launching their shared services efforts. Overall, success has been achieved, but there is certainly room for improvement.

For more on Global Business Services and other related topics, please view our library of papers on the KPMG Shared Services and Outsourcing Institute.

And to receive the latest insights from KPMG, join the KPMG Institutes.  Be sure to customize your profile by selecting “Shared Services” and “Outsourcing” along with other interest areas.

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