全球商业服务组织行业市场前景及投资研究报告-培训课件外文版2024.5

INDUSTRIES

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MARKETSGlobalBusinessServiceorganizationsworldwideCHAPTER

01OverviewIBMrevenueworldwidefrom1999to2022(inbillionU.S.dollars)IBMglobalrevenue1999-2022120106.92104.51103.6399.8799.7598.7996.2995.7610080604020092.891.13

91.4289.1388.487.5583.0781.1981.7479.9279.5979.1460.5357.7157.3555.181999

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20223Description:IBMgeneratedaround61billionU.S.dollarsinrevenuein2022,anincreaseofover3billionU.S.dollarsonthepreviousyear.Thefirm'syearlyrevenuehastrendeddownwardoverthepastdecade,havingpreviouslyexceededthe100billionU.S.dollar.Despitethis,thefirmremainsoneofthemostvaluabletechnologybrandsintheworldbehindthelikesofApple,Google,Amazon,andMicrosoft.ReadmoreNote(s):Worldwide;1999to2022Source(s):IBMProcter&Gamble'snetsalesworldwidefrom2012to2023(inbillionU.S.dollars)Procter&Gamble'snetsalesworldwide2012-202390808280.1976.1274.473.973.170.770.9567.770605040302010066.865.365.12012201320142015201620172018201920202021202220234Description:ThistimelineshowsProcter&Gamble'snetsalesworldwidefrom2012to2023.In2023,itsglobalnetsalesamountedtoabout82billionU.S.dollars.ReadmoreNote(s):Worldwide;2012to2023Source(s):Procter&GambleNumberofglobalbusinessservice(GBS)setupsandexpansionsworldwidefrom2018to2022,bytypeandquarterQuarterlyglobalbusinessservice(GBS)setupsandexpansionsbytype2018-2022OnshoreOffshoreandnearshore1401201008073714763426737683260463748503144325124432650222948213426452140402140112654203330160Q12018Q2

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20225Description:Inthethirdquarterof2022,67globalbusinessservices(GBS)weresetuporexpandedintheoffshoreandnearshoremarket.Duringthesameperiod,37onshoreglobalbusinessserviceswereexpandedintheonshoremarket.

ReadmoreNote(s):Worldwide;Q12018toQ32022Source(s):EverestGroupNumberofglobalbusinessservice(GBS)setupsandexpansionsintheoffshore/nearshoremarketfrom2017to2022,byquarterQuarterlyoffshore/nearshoreglobalbusinessservicesetupsandexpansions2017-2022807370686870605040302010067515050494848464545444340403634322926Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q3Q4Q1Q2Q32017

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20226/statistics/1093148/quarterly-gic-setup-expansions-offshore-nearshore-market-worldwideInthethirdquarterof2022,67globalbusinessservices(GBS)weresetupandexpandedintheoffshore/nearshoremarketworldwide.Inthesameperiod,thenumberofoffshore/nearshoreglobalbusinessservicesinAsiaexpandedby20newcenters.ReadmoreNote(s):Worldwide;Q12017toQ32022Source(s):EverestGroupFunctionsperformedbyGlobalBusinessService(GBS)organizationsworldwide2023FunctionsperformedbyGBSorganizationsworldwide2023100%90%80%70%60%50%40%30%20%10%0%91%62%57%48%43%29%19%18%18%13%10%FunctionsperformedbyGBSorganizations7Description:In2023,financewasthetopfunctionperformedbyGBSorganizationsworldwide,withroughly91percentofrespondentsstatingthattheirorganizationtookpartinthisfunction.TheleastperformedfunctionbyGBSorganizationswasengineering,withjust10percentofrespondentsstatingthatthiswassomethingtheirorganizationperformed.ReadmoreNote(s):Worldwide;Q42022toQ12023;roughly500leadersSource(s):DeloitteObjectivesachievedbyGlobalBusinessServiceorganizationsworldwide2023ObjectivesachievedbyGBSorganizationsworldwide2023Shareofrespondents20%

30%0%10%40%50%60%70%80%90%ReducingcostStandardizationandefficiencyofprocessesDevelopingcapabilities83%82%70%Drivingbusinessvalue59%58%ReducingriskDigitalagendaaccelerationAccesstolargertalentpoolsOverallbusinessstrategyandplansDrivecustomerexperienceCentrallycoordinatebusinesscriticalinitiativesDiversifyinglocations51%48%34%31%30%22%PromoteESG11%8Description:In2023,reducingcostswasthetopobjectiveachievedbyGlobalBusinessService(GBS)organizationsworldwide,withroughly80percentofrespondentsstatingthattheirorganizationhadachievedthatgoal.ReadmoreNote(s):Worldwide;Q42022toQ12023;roughly500;LeadersofSSCorganizationsSource(s):DeloitteCHAPTER

02ChallengesTopchallengesfacedbyGlobalBusinessServiceorganizationswithtalentworldwide2023ChallengesfacedbyGBSorganizationswithtalentworldwide2023Shareofrespondents10%

15%0%5%20%25%30%35%40%45%44%50%48%55%CareerprogressionandopportunitiesHighturnoverIncreasedlaborcost42%40%Longertimetorecruit/onboardSkillsetgap31%Hybrid/remoteworkingmodel24%GBSbrandwithintheorganizationDifficultytobuildasenseofcommunityandconnection18%13%10Description:In2023,careerprogressionandopportunitieswasthetopchallengefacedbyGBSorganizationsworldwidewhenitcametotalent.Almosthalfofrespondentsstatedthiswasanissuewithintheirorganization.ReadmoreNote(s):Worldwide;Q42022toQ12023;roughly500;LeadersofSSCorganizationsSource(s):DeloitteTophindrancestobecomingmoredigitizedatGlobalBusinessServiceorganizationsworldwide2023HindrancestodigitizationatGBSorganizationsworldwide2023Shareofrespondents0%

10%20%30%40%50%60%70%80%Processesnotsufficientlystandardized73%TechnologygapFragmentedERPlandscape-limitedsuccessinautomationimplementationSkillgaps60%41%38%36%Slowintegrationoftechnology/systemsSlowprogressinimplementingcognitivesolutionsLimitedaccesstodata/datastrategy/formattingdataDigitizationnotyetprioritized/noleadershipsupportOther22%20%8%3%11Description:In2023,themainhindrancetoGBSorganizationsbecomingdigitizedin2023wasthatprocessesrequiredtofullyimplementdigitizationwerenotstandardized.Almost75percentofrespondentsreportedthisasanissue.

ReadmoreNote(s):Worldwide;2023Source(s):EY;SSONTopdisruptionstoprofessionalorganizationsworldwidein2023Disruptionstoorganizationsworldwide2023Shareofrespondents0%10%20%30%40%50%60%70%80%81%90%CostpressureDigitizaiton41%38%SupplychaindisruptionGeo-politicalinstability32%30%Economicgrowth/retrenchingincertainregionsorcountriesPandemichealthconcerns14%14%11%CurrencyfluctuationsGlobalwarming/sustainabilityCompetitionfromalternative/innovativestart-upsProtectionism/tradewar7%4%Other8%12Description:In2023,costpressurewasthemaindisruptiontoprofessionalorganizationsworldwidebysomedistance.Thesecond-mostdisruptiveissuewasdigitization,withroughly40percentofrespondentswhoreportedthisasanissue.

ReadmoreNote(s):Worldwide;2023Source(s):EY;SSONEffortstoattracttalentingeneralatGlobalBusinessServiceorganizationsworldwidein2023EffortstoattracttalentatGBSorganizations2023Shareofrespondents10%

20%0%30%40%50%60%70%66%RevisingtheemployeevaluepropositionLeveragingthecompanybrandBroadeningtalentacquisitionchannelsSellingthepurpose-ledvisionofthecompanycultureIncreasedcompensationandbenefitsTargetingnon-traditionalgroups(e.g.,differentstageincareer)Sellingdigitaltoprospects63%50%47%44%28%16%Targetingnon-traditionalcapabilities7%Other4%13Description:In2023,thetopeffortmadetoattracttalentingeneralatGBSorganizationswasrevisingtheemployeevalueproposition,withroughly65percentofthosesurveyedstatingthisastheiranswer.63percentofrespondentssaidthatleveragingthecompanybrandwasoneofthemostprioritizedeffortstoattracttalentattheirorganizationinthesameyear.ReadmoreNote(s):Worldwide;2023Source(s):SSONCHAPTER

03ServicesandinitiativesTopoutsourcedprocessesusedbyGlobalBusinessServiceorganizationsworldwide2023OutsourcedprocessesusedbyGBSorganizationsworldwide2023Shareofrespondents10%0%5%15%20%25%FinanceservicesITservices22%22%Order-to-cashSource-to-pay18%18%Financeplanning&accountingservicesHumanresourcesservicesRecord-to-report15%14%13%MaserdatamanagementservicesProcurementservicesSupplychainservicesCustomerservices11%10%10%8%Hire-to-rehire7%Facilitymanagementservices6%15Description:In2023,financeservicesandITserviceswerethetopoutsourcedprocessesofferedbyGBSorganizationsworldwidewithapproximately22percentofrespondentsoutsourcingeachofthoseprocessesrespectively.Thenextmostoutsourcedprocesswasorder-to-cash,with18percentofrespondentsofferingthisasanoutsourcedprocesswithintheirorganization.ReadmoreNote(s):Worldwide;2023Source(s):EY;SSONTopservicesofferedbyGlobalBusinessServiceorganizationsworldwide2023ServicesofferedbyGBSorganizationsworldwide2023Shareofrespondents20%

30%0%10%40%50%60%70%80%FinanceservicesMasterdatamanagementservicesHumanresourcesservicesProcurementservicesFinanceplanning&analysisservicesCustomerservices74%58%57%56%49%41%TaxservicesITservicesSupplychainservicesMarketingservices35%33%32%20%Legalservices16%CommercialservicesFacilitymanagementservices13%13%16Description:In2023,financeserviceswerethetopservicelinesofferedbyGBSorganizationsworldwide,withalmost75percentofrespondentsofferingthem.Thesecondmostofferedservicewasmasterdatamanagementservices.

ReadmoreNote(s):Worldwide;2023Source(s):EY;SSONTopenablersemployedbyGlobalBusinessServiceorganizationsworldwide2023EnablersemployedbyGBSorganizationsworldwide2023Shareofrespondents0%10%20%30%40%50%60%59%70%AutomationSingleinstanceERPCasemanagement/workflowtoolCentralizedanalyticsreporting&performancedashboardsGlobalstandardprocesses47%45%28%28%Selfservice(quicksearch,transactions,reportaccessetc.)Cloud18%15%InstillingacultureofinnovationintheworkforceDatalake11%8%8%Agile17Description:In2023,automationwasthetopenableremployedbyGBSorganizationsworldwide.Almost60percentofrespondentsstatedthiswastheirmostdesirabledigitalenabler.

ReadmoreNote(s):Worldwide;Q42022toQ12023;roughly500;LeadersofSSCorganizationsSource(s):DeloitteTopinitiativesusedbyGlobalBusinessServiceorganizationstoattractandretaintalentworldwide2023InitiativesusedbyGBSorganizationstoattractandretaintalentworldwide2023Shareofrespondents20%0%10%30%40%50%60%58%70%UpskillingopportunitiesWell-beingopportunities57%Market-adjustedcompensation54%Alternativecareerpaths/internalrotationsDevelopmentofastrongcultureRewards&recognition50%47%45%44%InclusiveandequitableworkingenvironmentDigitaltools&assets35%EmploymentbrandingandmarketreputationFinancialsupportforcontinuingeducation29%18%18Description:In2023,upskillingopportunitieswasthetopinitiativeusedbyGBSorganizationsworldwidetoattractandretaintalent.TheleastpopularinitiativebyGBSorganizationswasfinancialsupportforcontinuingeducation,withroughly20percentofrespondentsusingthisfortalentattractionandretention.ReadmoreNote(s):Worldwide;Q42022toQ12023;roughly500;LeadersofSSCorganizationsSource(s):DeloitteTopprioritizedskillsforrecruitmentandtrainingatGlobalBusinessServiceorganizationsworldwidein2023TopprioritizedskillsforrecruitmentandtrainingatGBSorganizations2023Shareofrespondents0%10%20%30%40%50%60%58%70%Processdesign/continuousimprovementDatamanagement/analyticsProblem-solving42%42%CustomerexperienceAutomation40%39%Leadership25%25%StakeholderengagementChangemanagementEmpathy21%9%Other1%19Description:In2023,thetopprioritizedskillforrecruitmentandtrainingatGBSorganizationswasprocessdesign/continuousimprovement,withalmost60percentofthosesurveyedstatingthisastheiranswer.42percentofrespondentssaidthatdatamanagement/analyticswasatopprioritizedskillfornewhiresattheirorganizationinthesameyear.ReadmoreNote(s):Worldwide;2023Source(s):SSONTopinformationarchitecture(IA)investmentprioritiesatGlobalBusinessServiceorganizationsworldwidein2023TopIAinvestmentprioritiesatGBSorganizations2023Shareofrespondents0%10%20%30%40%50%60%58%70%RoboticprocessautomationProcessmining32%31%30%30%OCR/machinevision/cognitivemachinereadingIntelligentdocumentprocessingMachinelearningArtificialintelligence27%Intelligentchatbots24%23%Low-codeautomationplatformsProcessdiscovery17%Cognitivesolutions11%11%Naturallanguageprocessing(NLP)Blockchain5%5%Other20Description:In2023,thetopinformationarchitecture(IA)investmentpriorityatGBSorganizationswasroboticprocessautomation(RPA),withalmost60percentofthosesurveyedstatingthisastheiranswer.32percentofrespondentssaidthatprocessminingwasatopIApriorityfortheirorganizationinthesameyear.ReadmoreNote(s):Worldwide;2023Source(s):SSONMethodsofEnvironmental,Social,GovernanceimplementationbyGlobalBusinessServiceorganizationsworldwide2023MethodsofESGimplementationbyGBSorganizationsworldwide202380%67%70%60%50%40%30%20%10%0%59%44%39%4%Promotesocialresponsibility

Supportingbroadvarietyof

ContributingtotheNetZeroCreatingseamlesstransparencyonethicalcomplianceofitsE2EsupplychainNoneoftheaboveanddiversityESGprocessesfromstrategyto

ecologicalenvironmentaloperationsambitionMethodsofESGimplementation21Description:In2023,promotingsocialresponsibilityanddiversitywasthetopmethodofEGSimplementationbyGBSorganizationsworldwide,withroughly70percentofrespondentsstatingtheirorganizationusedthismethod.ReadmoreNote(s):Worldwide;Q42022toQ12023;LeadersofSSCorganizationsSource(s):DeloitteCHAPTER

04OutlookTopemergingtechnologiesbeingimplementedatGlobalBusinessServiceorganizations2023EmergingtechnologiesbeingimplementedatGBSorganizations2023Shareofrespondents20%

30%0%10%40%50%60%70%80%90%RoboticprocessautomationServiceNowworkflowintegrationCloudcomputing79%52%49%Chatbots46%Processmining/processdiscoveryMachinevision/OCRadvancedanalyticsMachinelearning42%35%26%25%ArtificialIntelligence/expertsystemsLanguagetranslationtoolsNaturallanguageprocessing(NLP)Voice-to-text/text-to-voiceInternetofthings18%13%9%7%Blockchain3%Other7%23Description:In2023,thetopemergingtechnologybeingimplementedatGBSorganizationswasroboticprocessautomation,withapproximately79percentofthosesurveyedstatingthisastheiranswer.Additionally,25percentofrespondentssaidthatthetopemergingtechnologybeingimplementedattheirorganizationwasArtificialIntelligence.ReadmoreNote(s):Worldwide;2023Source(s):EY;SSONTopobjectivesinthenextfiveyearsatGlobalBusinessServiceorganizationsworldwide2023TopobjectivesinthenextfiveyearsatGBSorganizationsworldwide2023Shareofrespondents10%

20%0%30%40%50%60%70%ImprovingthecustomerexperienceImprovingtheemployeeexperience62%61%ExpandingscopebyincorporatingnewcapabilitiesasaserviceLeveragingautomation/smarttechnologytodriveefficiencyExpandingscopebyincorporatingnewfunctionsandprocessesDrivingprocessperformance57%56%51%42%39%Leveragingautomation/smarttechnologytodriveeffectivenessSupportingenterprisedigitalchangeagenda/transformationExpandingscopebyincorporatingacquisitions/BUsDrivingworkforceoptimization28%25%20%19%17%DrivingserviceagilityDrivingserviceinnovation24Description:In2023,thetopobjectiveinthenextfiveyearsforGBSorganizationswasimprovingthecustomerexperience.Secondinthelistwasimprovingtheemployeeexperience,with61percentofrespondentsreportingthisasapriority.

ReadmoreNote(s):Wo