Points of View

State of the Outsourcing Industry 2013: Executive Findings


IT and Finance & Accounting Dominate Outsourcing Plans:


  • Close to a third of high-end enterprises view Global Business Services as mission-critical
  • Enterprises still very focused on achieving operational results when they outsourcing
  • High-end enterprises focused on cost, mid-market focused on provider solutions
  • Outsourcing performance meeting the table-stakes, but falling short in strategic areas
  • ITO results are are functionally effective, but light on innovation
  • Mid-market clients having the most success transforming processes and achieving innovation with ITO
  • 90% of BPO initiatives highly effective at meeting operation targets; BPO outperforms ITO for cost reduction effectiveness and process standardization
  • Large enterprises getting better performance from BPO than mid-sized enterprises
  • Outsourcing adoption still very nascent for business processes
  • Service Providers main goal is to shift enterprise focus away from cost and towards value
  • Buyers don’t expect innovation from suppliers, they want stability, industry understanding and delivery excellence

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