HFS Horizons: Manufacturing Intelligent Operations Services, 2024

The HFS Horizons: Manufacturing Intelligent Operations Services, 2024 report is for manufacturing operations, IT, and sourcing leaders evaluating which service providers can move their operations toward autonomous, data-driven performance.

Overview

HFS Horizons: Manufacturing Intelligent Operations Services, 2024 is an HFS Research assessment that ranks 12 service providers on their ability to help manufacturers advance toward autonomous operations across the intelligent operations services value chain. It evaluates each provider on innovation scope and value aspiration, placing it in one of three Horizons, and it draws on provider briefings alongside enterprise and partner reference surveys. HFS positions the strongest performers as those guiding clients toward the OneOffice™ model of end-to-end organizational alignment and unmatched stakeholder experiences.

Key findings

1. Horizon 3 Market Leaders include Accenture, HCLTech, Infosys, and TCS. Horizon 2 Enterprise Innovators include Capgemini, Cognizant, LTIMindtree, and Wipro. Horizon 1 Disruptors include FPT Software, Genpact, Hexaware, and Tech Mahindra.
2. The report assesses 12 service providers across the manufacturing intelligent operations services value chain, grouping them into 4 Market Leaders, 4 Enterprise Innovators, and 4 Disruptors.
3. Enterprise clients rate their providers highly in the voice of the customer surveys, averaging 9.3 for execution, 9.1 for innovation, and 8.8 for business outcomes on a 1 to 10 scale.
4. Partners give service providers average satisfaction scores of 8.8 for innovation and 8.7 for execution, praising industry expertise and use of technologies while flagging talent, investments, and commercial models for improvement.
5. SAP, Microsoft, and Oracle Fusion Cloud ERP rank as the top 3 platforms manufacturers seek expertise in, alongside rising demand for quality assurance, data modernization, and platform and SaaS services.

HFS finds that manufacturers are building a strong foundation for digital transformation toward autonomous operations, driven by supply chain resilience, technology-led efficiency, and sustainability integration. HFS assesses that service providers are creating ecosystems, yet clients still perceive that new sources of value are not delivered sufficiently, and synergies around developing IP and R&D could be enhanced.

Research methodology

The assessment is based on 2024 primary research covering 12 service providers, drawing on provider briefings, enterprise reference interviews through the voice of the customer surveys, and a partner reference survey.

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