The Significance of Global Business Services Rises as Outsourcing Outcomes, beyond cost reduction, fall short

“Global Business Services” (GBS) is a strategic governance framework that helps organizations transform business support functions into services that solve business problems and create new, more effective solutions for both internal and external customers of the organization. GBS focuses on optimizing the mix of resources, process acumen, and technology (including Cloud computing) to deliver technology, finance, human resources, procurement, sales support and other services on an enterprise-wide basis to support the business strategy.

In March 2012, HfS Research and PwC conducted a major research survey entitled “The Future of Global Business Services”, to identify the drivers and results of organizational efforts to improve business support services.

The analysis of responses from 325 participating organizations focused on how leading organizations achieved superior outcomes – an executive summary of the results can be found here. The study had six major findings which we outline in this document.