GlobalTopDecision-MakersStudySMonBUSINESSPROCESSOUTSOURCINGExecutiveSummaryFINANCE&ACCOUNTINGSERVICESSponsoredbyPricewaterhouseCoopersConductedbyYankelovichPartnersWorldwideCoordinatorGoldsteinConsultingGroupSeptember19991GlobalTopDecision-MakersStudyonBUSINESSPROCESSOUTSOURCINGFinance&AccountingServicesContentsSTUDYPURPOSEANDBACKGROUNDObjectivesandScope2ResearchMethodology3OUTSOURCERSOFFINANCE&ACCOUNTINGSERVICES3STUDYFINDINGSANDIMPLICATIONSYankelovichOverview6AttitudesTowardBPO7IncreasedImportance/InterestinBPO8BPOinBusinessPlan8IdentifyingNon-CoreFunctions9ProcessesCurrentlyOutsourced10SatisfactionLevels11ShareholderValue12StrategicBenefits13ProcessesLikelytobeOutsourced14ServiceProviderSelection15BarrierstoSuccess16Decision-Makers17BusinessIssues17ADDITIONALINFORMATION18©1999PricewaterhouseCoopers.Studyresultsmaybereproducedinfullwithwrittenpermissionfromthefirm.Selectedinformationmaybequotedwithappropriateattribution.2GlobalTopDecision-MakersStudyonBUSINESSPROCESSOUTSOURCINGFinance&AccountingServicesStudyPurposeandBackgroundObjectivesandScope.BusinessProcessOutsourcing(BPO)isbecomingawidelyacceptedmanagementpracticethroughouttheworld,ascompaniesinmanyindustriesoutsourcemoreoftheirbusinessprocessestobest-in-classserviceproviderstoincreaseperformance,profitabilityandshareholdervalue.TogaininformationandinsightsonworldwidetrendsanddevelopmentstowardBusinessProcessOutsourcing,PricewaterhouseCoopers(PwC)completedalandmark,globalstudyofBPOpracticesamong304oftheworld’slargestcompanies.Onlyhighestlevelexecutiveswereeligibletoparticipateinthestudy.AreasofinvestigationincludedcompanysatisfactionwithBPO;businessprocessescurrentlyoutsourced;attitudestowardBPO;satisfactionlevelsbasedoncompletedBPOinitiatives;strategicbenefitsofBPO;andprocessestobeoutsourcedwithinthenext3years.Thislandmarkstudyisthefirstto:GFocusexclusivelyonBusinessProcessOutsourcingonaglobalbasis.GFocusexclusivelyontheworld’slargestmultinationals,ranginginsizefromabout$1billionto$50billioninrevenue(orassets).GProvidetopdecision-makerperspectivesthroughone-on-oneinterviewswiththesixmostseniorexecutivesatmajorcompanies–ChiefExecutiveOfficers,Presidents,ChiefFinancialOfficers,ChiefOperatingOfficers,ChiefInformationOfficersandChiefStrategicOfficers.GInvestigateexperienceswithBPOinkeyglobalregions/countries–Australia,Canada,Europe,Japan,SouthAmerica,UnitedStates.GStudyBPObykeyindustries–Consumer&IndustrialProducts;FinancialServices;Energy;Entertainment,Media,Communications;Technology;andotherdiversifiedindustries.GAnalyzeexperiencesbykeybusinessprocessesprovidedbyPwC—Finance&AccountingServices;HumanResourcesServices;ApplicationsProcess;Procurement;RealEstateProcess.ThestudywasconductedforPricewaterhouseCoopersbyYankelovichPartners,aleadingmarketresearchfirm.Interviewswereconductedinthesecondandthirdquarter,1998,andresultsanalyzedandpublishedinthefourthquarter.3GlobalTopDecision-MakersStudyonBUSINESSPROCESSOUTSOURCINGFinance&AccountingServicesResearchMethodology.InplanningthisglobalstudyYankelovichselectedthosemultinationalcompaniesthatbestrepresenttheFortune1000largestcorporationsinmajorcountriesandinawiderangeofindustries.Eligibleparticipantswerelimitedtothosetopexecutiveswhoholdthetitlesand/orresponsibilitiesofCEO,President,COO,CFO,CIOandCSO.Oneexecutivepercompanywasinterviewed.Acustom-designedquestionnaire...
