United States

KPMG Shared Services and Outsourcing Pulse Surveys


Related Insights

Pulse webcasts, podcasts, deal analysis reports and related KPMG publications are available from each survey's report summary page on this website. Click on a report link at left.

Blog commentary and analysis of KPMG Pulse Surveys of the Shared Services and Outsourcing market are available at 

Advice Worth Keeping/Pulse.


About KPMG Shared Services and Outsourcing Pulse Surveys


After acquiring EquaTerra in 2011, KPMG has continued and expanded EquaTerra's industry leading Pulse research program (begun in 2004) as an even broader family of market studies.

Pulse surveys are forward looking and focus on identifying and interpreting key market conditions, characteristics and best practices in end-user organizations' usage of shared services, outsourcing and third-party business and IT services in the following functional areas: 

  • Call center and customer care
  • Finance and accounting
  • Human resources
  • Information technology, including cloud computing
  • Procurement and supply chain
  • Real estate and facilities management
  • Vertical industry business services such as research and development and document services
  • Knowledge process outsourcing
  • Additional functional areas such as facilities management, research and development, document services and legal


Focus Areas

Topical areas covered in this Pulse survey program include:

  • Drivers and goals sought in the use of third-party services
  • Types of change efforts undertaken to improve global service delivery capabilities and key success factors
  • User demand and buying patterns
  • Vertical and functional demand trends
  • Global sourcing trends and locations
  • Deal terms and conditions
  • Shared services and outsourcing governance and management
  • Enterprise software systems deployment and management
  • Cloud computing initiatives
  • Sales cycles and deal scope for third-party services
  • Pricing and profitability
  • Special topics by survey and market conditions, including deep dives into specific functional and regional global business services trends


Participants' Profile

Depending on the focus of a particular Pulse survey, KPMG invites one or more of the following groups to participate:

  • KPMG senior professionals in the field working with buyers that are actively managing global business services initiatives involving shared services operations or with third-party business and IT service providers and outsourcers as well as in other areas such as cloud computing
  • Executives at leading global business, IT and cloud service providers
  • Partners and other senior members of law firms that advise buyers on their global business services efforts


For further information about Shared Services and Outsourcing Market Pulse surveys and other KPMG Management Consulting research, please contact:

Stan Lepeak
+1 203 458 0677