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Climbing the Service-Delivery Maturity Ladder Toward Exceptional Value

An article featured in FEI Daily by Bob Cecil, a Principal in KPMG’s Shared Services and Outsourcing Advisory Practice.


Service-delivery organizations that embrace the Global Business Services (GBS) model and then climb the ladder toward greater performance maturity can achieve benefits that range from low-hanging-fruit efficiencies to transactional and analytical capabilities that add long-term, strategic value to the business.

Research, conducted by KPMG, of more than 150 business services organizations shows that the more mature GBS groups reduce their year-on-year SG&A as a percentage of revenue at close to 2 percent per year better than the population as a whole.

And cost savings is just the tip of the benefits iceberg. These organizations also are more adaptable to changes such as acquisitions, generate better decision insights, and manage working capital more effectively.

For greater performance maturity, discover the five rungs on the GBS ladder to operational excellence.

Read Climbing the Service-Delivery Maturity Ladder Toward Exceptional Value at FEI Daily.



Listen to the podcast by Bob Cecil, Trends in Global Business Services (GBS) maturity.

Explore more on Global Business Services at www.kpmg.com/us/goGBS.