F&A’s 2013 Service Delivery Game Changers: Hybridization, Verticalization, and Cloud Solutions

By Ron Walker, Principal, KPMG Management Consulting Buyers, providers, advisors, analysts, and market watchers alike know that finance and accounting (F&A) has never been the frontrunner outsourced business process function. Yet, the “2013 State of Outsourcing” study, conducted by HfS Research with support from KPMG, shows that F&A is picking up outsourcing steam. Indeed, the [...]

Taking a Pulse on the Global Business Services Market: What’s on the Agenda for 2013?

Stan Lepeak, Global Research Director, KPMG LLP Advisory KPMG recently released the results of its global 4Q12 Sourcing Advisory Pulse surveys. These Pulse surveys provide insights into trends and projections in end-user organizations’ usage of global business services (GBS). A prior blog reviews the highlights of this quarter’s Pulse.    As is does in each [...]

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 4Q12 Sourcing Advisory Pulse (Pulse) surveys. These Pulse surveys provide insights into trends and projections in end-user organizations’ usage of global business services (GBS). A prior blog reviews the highlights of this quarter’s Pulse. Below are the results from [...]

Taking a Pulse on the Global Business Services Market: (More Specialized) Outsourcing Demand Rebounds

Stan Lepeak, Global Research Director, KPMG LLP Advisory KPMG recently released the results of its global 4Q12 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 KPMGI member firms’ advisors, who are working closely with end-user organizations [...]

What’s Green on the Outside and Red on the Inside? Service level agreements and watermelons.

By Dave Brown, Principal, KPMG LLP Advisory An odd comparison to be sure, but too often, we have found that executives see only the green on the outside of a service relationship while everyone else closer to the middle of it sees red.  I call it the “watermelon effect.” All sourcing arrangements have some kind [...]

The State of the GBS Market – Alive and Well and Evolving

Stan Lepeak, Global Research Director, KPMG LLP Advisory The rumors about the death of global business services (GBS), or globalization, or global outsourcing in the services space, are highly exaggerated. They are the wistful daydreams of those pining for a time in the past when everything was produced, managed, operated, and serviced locally by (insert [...]

Measuring Facilities Management Provider Performance is All in the Cards (Balanced Scorecards, That Is)

Steve Silen, Director, Shared Services and Outsourcing Advisory practice, part of KPMG Management Consulting Organizations are increasingly turning to balanced scorecards as a means to comprehensively assess the performance of their external facilities management (FM) service providers against multiple criteria. They also use these flexible yet powerful tools to establish alignment and focus, identify improvement [...]

Outsourcing Contract Complexity

Stan Lepeak, Global Research Director, KPMG LLP Advisory Marc Stark, Director, KPMG LLP Advisory KPMG released the results of the 2012 edition of the global Legal Pulse survey earlier this year. This was the third annual edition of the Legal Pulse, one in the family of recurring Pulse research studies. These Pulse surveys provide insights [...]

Taking a Pulse on the Global Real Estate and Facilities Management (REFM) Outsourcing Market

Stan Lepeak, Global Research Director, KPMG LLP Advisory Steve Silen, Director, Shared Services and Outsourcing Advisory KPMG recently released the results of the 2012 edition of its Global Real Estate and Facilities Management (REFM) Outsourcing Pulse survey.   The REFM outsourcing Pulse is a member of the KPMG Pulse family of surveys that provide insights into [...]

Global Business Services Now: Clients and Providers Climb Up the Value Chain

By Cliff Justice, KPMG Partner, Shared Services and Outsourcing Advisory As we learned from our first quarter 2012 Pulse Survey, clients are yearning for more value, not necessarily more or bigger outsourcing. Clearly, 60 percent of respondents are focusing on improving current operations through better governance. Companies have launched many shared services and outsourcing initiatives [...]