Jury Still out on Dominant Service Delivery Model

Businesses not decisively favoring outsourcing vs. shared services, but senior executive buy-in seen as top success factor

  • The top three challenges to making a global shared services approach work in the real world from a technology perspective were managing enterprise resource planning (ERP) systems (34.6 percent), knowledge management (28.8 percent) and workflow and imaging tools (28.8 percent).

  • Nearly two in three respondents (64.2 percent) said labor arbitrage was the most important savings lever to use an offshore outsourcing provider, while only 13.5 percent pointed to business process improvements as the prime savings lever.

  • Six in ten (62 percent) respondents said the current U.S. political and regulatory debate over offshore outsourcing has had no impact on their company's long-term interest in offshore outsourcing.