Vertical Industry Strategies in SharedServices and OutsourcingSarah Clayton & Eric SimonsonMay 16, 2012
SSON & Everest Group Survey Partnership2012   Vertical industry peers   Going beyond F&A   Survey January 2012 – multip...
What we covered…    Aerospace & defense                                            Hi-tech         Agriculture            ...
What we covered…                             8               Finance & accounting                 Human resources         ...
What we covered…Banking Retail banking account open/closure and servicing | Commercial banking account open/closure and se...
How to learn moreVisit SSON site or research.everestgrp.com   Summary report available                                    ...
Highlights of results  Services industries include more vertical functions1  than product-oriented industries  Mature orga...
Services industries have a higher                                                                                1represen...
Mature organizations increasingly look                                                                    2for value beyon...
Now for the peer networking!   Objective: meet other attendees and increase your    personal network for beyond this this...
Breakout locations for peer networking         Communications                     Manufacturing         & technology      ...
Be sure to turn in your business cards!Drawingfor iPad3at 9:53 am!               Proprietary & Confidential. © 2012, Evere...
How to learn moreVisit SSON site or research.everestgrp.com   Summary report available                                    ...
About Everest GroupEverest Group is an advisor to business leaders on the next generation of globalservices with a worldwi...
Everest GroupLeading clients from insight to actionEverest Group locations                                                ...
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Vertical Industry Strategies in Shared Services & Outsourcing

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Vertical Industry Strategies in Shared Services & Outsourcing

  1. 1. Vertical Industry Strategies in SharedServices and OutsourcingSarah Clayton & Eric SimonsonMay 16, 2012
  2. 2. SSON & Everest Group Survey Partnership2012 Vertical industry peers Going beyond F&A Survey January 2012 – multiple industries/horizontals/vertical functions Over 600 responses Report and industry fact sheets released Peer networking today plus a prize drawing for an iPad 3 Proprietary & Confidential. © 2012, Everest Global, Inc. 2
  3. 3. What we covered… Aerospace & defense Hi-tech Agriculture Hospitality & tourism Automotive Industrial products 28 Banking Information services Capital markets Insurance Chemicals Life sciences Consumer durables Media & entertainment Consumer packaged goods Metals & mining Education Non-profit/NGO Engineering & construction Oil & gas industries Freight & logistics Government Healthcare payers Healthcare providers Retail Telecom Travel & transportation Utilities Proprietary & Confidential. © 2012, Everest Global, Inc. 3
  4. 4. What we covered… 8 Finance & accounting Human resources Procurement Customer support horizontal Knowledge services IT infrastructure services functions IT applications for corporate functions IT applications for business units Proprietary & Confidential. © 2012, Everest Global, Inc. 4
  5. 5. What we covered…Banking Retail banking account open/closure and servicing | Commercial banking account open/closure and servicing | Loans & mortgage origination | Loans & mortgage servicing | Cardsbusiness acquisition & application processing | Cards servicing and statement processing | Transaction processing (Check processing, remittances, lock-box etc.) | Risk and FX management,regulatory reporting, fraud management Capital markets Custody, fund administration, fund accounting | Trade reconciliations and settlements | Application processing, account servicing |Risk and FX management, regulatory reporting, fraud management | Investment operations, order management Insurance Underwriting and actuarial data processing and analysis | L&Ppolicy creation, enrollment, and premium collection | L&P policy servicing and records management | L&P claims processing and management | P&C policy creation, enrollment, and premiumcollection | P&C policy servicing and records management | P&C claims processing and management | Claims adjudication, disbursements, subrogation | Eligibility, verification, fraud detectionand management Media & entertainment Content development and organization | Publishing and distribution management | Advertising sales support | Advertisement creation | Subscriptionand order management | Digital rights management and storage Telecom Sales and marketing support | Channel management | Account and contract administration | Order management andprovisioning | Trouble ticket management | Billing & collections support Hi-tech Sales and marketing support | Order management and fulfillment | Supply chain planning & support | Master 164data, customer data, vendor data management | After-sales service support Information services Editorial and production support | Content collection and organization | Sales and marketingsupport | Subscription and order management | Billing & royalty support Oil and gas Engineering and research administrative support | Supply chain planning & support | Asset and inventorymanagement support | Marketing and retailing support | Commodity trading support | Environmental, Health & Safety administration Metals & mining Engineering and research support |Administrative support for operations and maintenance | Storage, logistics and distribution administration | Marketing and retailing support | Commodity trading support | Environmental, Health& Safety administration Agriculture Marketing & sales support | Master data, customer data, vendor data management | Supply chain management support | Administrative support foroperations and maintenance | Order processing and fulfillment | Environmental, Health & Safety administration | Commodity trading support Utilities Field services and meter dataadministration | Order management | Meter-to-Cash (billing, payment processing, credit and collections) | Smart metering and smart grid services | Grid/operations support Life sciences Drugdiscovery and research support | Clinical trials and pharmacovigilance administration | Sales force and marketing support | Equipment / asset management services | Drug tracking, incidencereporting and complaint management | Distribution planning and analysis, defect handling, and reverse logistics Healthcare payers Underwriting and risk assessment support | Member on-boarding, records management | Pharmacy and provider network administration | Authorization, pre-approvals, disease management | Claims processing and management | Claimsadjudication, disbursements, subrogation Healthcare providers Revenue Cycle Management (eligibility, billing, coding, receivables, payer services) | Healthcare Information Management(records management, electronic health record) | Clinical support services (patient transport, pharmacy, clinical engineering) | Other administrative support (e.g., laundry, facilities, food,security) Aerospace and defense Engineering support services | Program and life-cycle data management | Asset management | Support services for maintenance and repair operations |Inbound / outbound / reverse logistics support Automotive Engineering support services | Master data, customer data, vendor data management | Asset and inventory management support |Order processing and fulfillment | Inbound / outbound / reverse logistics support | Warranty management support | Dealer network support Chemicals Engineering support services | Masterdata, customer data, vendor data management | Inbound / outbound logistics, reverse logistics | Administrative support for operations and maintenance | Order processing and fulfillment |Environmental, Health & Safety administration Consumer packaged goods Engineering support services | Support for marketing and brand management | Support for sales, trade promotion,stores management | Order processing and fulfillment | Inbound / outbound / reverse logistics support | Asset and inventory management support | Master data, customer data, vendor data vertical functionsmanagement Consumer durables Engineering support services | Support for marketing and brand management | Support for sales & marketing | Order processing and fulfillment | Inbound /outbound / reverse logistics support | Asset and inventory management support | Master data, customer data, vendor data management Industrial products Engineering support services |Sales and salesforce management support services | Order processing and fulfillment | Inbound / outbound / reverse logistics support | Asset and inventory management support | Master data,customer data, vendor data management | After-sales service support Engineering & construction Engineering support services | Project accounting | Materials sourcing and planningsupport | Document and record management Education Recruitment and marketing support | Eligibility and registration | Academic and learning support | Change of circumstance processing |Records management and support (transcripts, inquiries) Federal / State / Local government Application processing | Status change processing and admin | Disbursement / benefitsmanagement | Records management Non-Profit/NGO Fundraising administration | Disbursement management & administration | Affiliate administration | Service operations supportHospitality & tourism Front office / guest services support | Support for PR, marketing and sales activities | Housekeeping, food & beverage administration | Loyalty program administration |Real estate and facilities management | Workforce management administration Retail Merchandising analytics and support | Advertising and marketing support | Logistics and supply chainadministration | Store operations & property services | Loyalty program administration | Deductions management Travel & transportation Sales and reservations support | Loyalty programadministration | Support for revenue management & price optimization | Operations and fleet administration | Records and document management | GDS data administration Freight &logistics Rate quotes and order management | Document processing | Billing | Distribution and forward logistics processing | reverse logistics processing | Fleet and crew management Proprietary & Confidential. © 2012, Everest Global, Inc. 5
  6. 6. How to learn moreVisit SSON site or research.everestgrp.com Summary report available 8 industry fact sheets for download (52 pages) also available Proprietary & Confidential. © 2012, Everest Global, Inc. 6
  7. 7. Highlights of results Services industries include more vertical functions1 than product-oriented industries Mature organizations have mastered process and2 increased focus on other value levers3 “Best fit” sourcing strategy is more talk than reality Proprietary & Confidential. © 2012, Everest Global, Inc. 7
  8. 8. Services industries have a higher 1representation of vertical functionsRepresentation of horizontal and vertical functions Horizontal functionsAverage number of functions included Vertical functions 3.4Services industries 2.1 3.3Product industries 1.2 Proprietary & Confidential. © 2012, Everest Global, Inc. 8
  9. 9. Mature organizations increasingly look 2for value beyond process improvementPercentage of responses from enterprises Priority initiatives Successfully F&A approach Collaboration implement is end-to-end Consolidation with users change Mature 80 48 48 57 Less 39 61 31 12 mature Proprietary & Confidential. © 2012, Everest Global, Inc. 9
  10. 10. Now for the peer networking! Objective: meet other attendees and increase your personal network for beyond this thisAND Provide your business card – not only will you be entered in a drawing for an iPad 3, after the event you will also receive the contact details of the other members of your group Proprietary & Confidential. © 2012, Everest Global, Inc. 10
  11. 11. Breakout locations for peer networking Communications Manufacturing & technology BLUE  Communications & RED technology: Vinoo Mehera  Manufacturing: Katleen Life sciences Cokelaere YELLOW Stage  Life sciences: Grant Farrell Other  Other/White: John Hall WHITE  BFSI: Mehmet Collu Consumer  Consumer & retail: Elka Banking, Fin. goods & retail Gupta serv., & Insurance GREEN ORANGE Proprietary & Confidential. © 2012, Everest Global, Inc. 11
  12. 12. Be sure to turn in your business cards!Drawingfor iPad3at 9:53 am! Proprietary & Confidential. © 2012, Everest Global, Inc. 12
  13. 13. How to learn moreVisit SSON site or research.everestgrp.com Summary report available 8 industry fact sheets for download (52 pages) also available Proprietary & Confidential. © 2012, Everest Global, Inc. 13
  14. 14. About Everest GroupEverest Group is an advisor to business leaders on the next generation of globalservices with a worldwide reputation for helping Global 1000 firms dramaticallyimprove their performance by optimizing their back- and middle-office businessservices. With a fact-based approach driving outcomes, Everest Group counselsorganizations with complex challenges related to the use and delivery of globalservices in their pursuits to balance short-term needs with long-term goals. Throughits practical consulting, original research, and industry resource services, EverestGroup helps clients maximize value from delivery strategies, talent and sourcingmodels, technologies, and management approaches. Established in 1991, EverestGroup serves users of global services, providers of services, country organizations,and private equity firms in six continents across all industry categories. For moreinformation, please visit www.everestgrp.com and research.everestgrp.com. Proprietary & Confidential. © 2012, Everest Global, Inc. 14
  15. 15. Everest GroupLeading clients from insight to actionEverest Group locations Dallas (Headquarters): info@everestgrp.com +1-214-451-3000 New York: info@everestgrp.com +1-646-805-4000 Toronto: canada@everestgrp.com +1-416-865-2033 London: unitedkingdom@everestgrp.com +44-207-887-1483 Delhi: india@everestgrp.com +91-124-496-1000 www.everestgrp.com | research.everestgrp.com | www.sherpasinblueshirts.com Proprietary & Confidential. © 2012, Everest Global, Inc. 15
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