2025年共享服务与外包行业报告（英）_35页_7mb

报告摘要

Shared Services & Outsourcing (SSO/GBS) is evolving into a strategic business enabler, focusing on resilience, innovation, and digital transformation amid rapid technological advancements and global interconnectedness.

Hybrid Models: Organizations increasingly adopt hybrid operating models (e.g., landlord vs. ownership) to balance cost efficiency and strategic alignment.
GBS Adoption: Global Business Services (GBS) is widely adopted, with 69% of organizations actively pursuing or transitioning to this model.
Scope Expansion: SSO/GBS now includes high-value activities like analytics, data management, and emerging areas like supply chain management.

Hybrid Workforce: 71% of employees are hybrid, with flexibility as a key driver for Gen Z talent.
Talent Challenges: Skills shortages, especially in digital ecosystems, are prominent. Orgs are diversifying recruitment strategies, including gig economy and location-agnostic hiring.
Gen Z Priorities: The “top three” factors (flexible work, organizational culture, compensation) have decreased in importance, while skills training and career pathing have gained prominence.

End-to-End Focus: 71% prioritize evaluating processes outside SSO/GBS, emphasizing cross-functional alignment for efficiency.
Automation Success: Key applications include procure-to-pay and order-to-cash; generative AI is driving innovation in customer support and document processing.
Digital Foundation: Analytics and digitization are central to process optimization, with 56% organizations at advanced stages.

Automation Maturity: 20% at expert level, 58% at low-medium stages.
Gen Z Retention: 84% believe Gen Z recruits will leave within three years.
Female Leadership: ~35% of senior teams are female, with 46% below the 40-60% female benchmark.
Cost Savings: 90% cite efficiency as a key benefit of SSO/GBS.

Embrace Hybrid Models: Align operational structures with business agility.
Invest in Talent: Prioritize upskilling, flexible work arrangements, and employer branding.
Leverage AI: Deploy generative AI and automation to enhance productivity and customer experience.
Expand Scope: Move from back-office tasks to core business support, driven by customer-centricity.

Resilience & Growth: 93% believe SSO/GBS will increase in scope and impact.
Value Creation: Focus shifted from cost cutting to value-driven outcomes (e.g., working capital, risk optimization).
Human Element: Emotional intelligence and stakeholder engagement remain critical amid automation.

"Shared services are evolving from cost centers to strategic partners through data-driven and AI-enabled transformations."

For further insights and benchmarking:

SSON Research & Analytics offers tools like the Metric Benchmarker, Shared Services Atlas, and exclusive access to the World’s Best GBS Study.
Contact Josh Matthews at Josh.Matthews@sson-analytics.com for premium access.

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