KPMG defines Global Business Services (GBS) as the collective set of resources, capabilities and systems to deliver support services such as finance and accounting (F&A), human resources (HR), procurement and other front, middle, and back-office business processes and services across an organization.
Implied in GBS is greater aggregation and leveraging of common information technology (IT) and business processes, models and leading practices to deliver these services more efficiently and effectively than in the past.
As the name implies, this is often done on a global scale, using multiple service delivery models including elements of shared services,outsourcing and, increasingly, cloud solutions.
In 2012, KPMG LLP U.S. (KPMG) has conducted ongoing research initiatives based on interviews with Global Business Services leaders at Global 500 and FORTUNE 1000 companies.
To date we have conducted 250 assessments with strong coverage in pharmaceutical, financial services, consumer and technology, media and telecommunications (TMT) industries.
Our initial goal was a deep understanding of the following:
Five characteristics stand out as being critical to organizations driving business efficiency and value through the use of GBS:
Our model defines five levels of maturity, ranging from suboptimized up through differentiated.
The assessment and measurement of an organization's service delivery maturity should occur across a range of operating categories such as the following:
Click here, or on the image below, to view the full size infographic (PDF).
Note: It is important to balance the benefits of pursuing greater maturity against the cost and complexity of doing so. The pursuit of "academic" maturity without a strong business case is ill-advised.
The next stage of research and analysis will focus on the business outcomes of Global Business Services organizations.
Some of the outcomes to be analyzed include:
KPMG is asking senior managers in global business services organizations to participate in the study.
We conduct a one-hour interview and share all of the research results with the participants. All company insight is kept confidential and results are aggregated. We plan during this phase to break out results by industry and size of company.