Vertical Industry Strategies in Shared Services and Outsourcing. March 7-9, 2012

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1 Vertical Industry Strategies in Shared Services and Outsourcing March 7-9, 2012

2 What we covered Aerospace & defense Agriculture Automotive Banking Capital markets Chemicals Consumer durables Consumer packaged goods Education Engineering & construction Freight & logistics Government Healthcare payers Healthcare providers 28 Hi-tech Hospitality & tourism Industrial products Information services Insurance Life sciences Media & entertainment Metals & mining Non-profit/NGO Oil & gas Retail Telecom Travel & transportation Utilities industries Proprietary & Confidential. 2012, Everest Global, Inc. 2

3 What we covered 8 Finance & accounting Human resources Procurement Customer support horizontal Knowledge services IT infrastructure services functions IT applications for corporate functions IT applications for business units Proprietary & Confidential. 2012, Everest Global, Inc. 3

4 What we covered Banking Retail banking account open/closure and servicing Commercial banking account open/closure and servicing Loans & mortgage origination Loans & mortgage servicing Cards business acquisition & application processing Cards servicing and statement processing Transaction processing (Check processing, remittances, lock-box etc.) Risk and FX management, regulatory reporting, fraud management Capital markets Custody, fund administration, fund accounting Trade reconciliations and settlements Application processing, account servicing Risk and FX management, regulatory reporting, fraud management Investment operations, order management Insurance Underwriting and actuarial data processing and analysis L&P policy creation, enrollment, and premium collection L&P policy servicing and records management L&P claims processing and management P&C policy creation, enrollment, and premium collection P&C policy servicing and records management P&C claims processing and management Claims adjudication, disbursements, subrogation Eligibility, verification, fraud detection and management Media & entertainment Content development and organization Publishing and distribution management Advertising sales support Advertisement creation Subscription and order management Digital rights management and storage 164 Telecom Sales and marketing support Channel management Account and contract administration Order management and provisioning Trouble ticket management Billing & collections support Hi-tech Sales and marketing support Order management and fulfillment Supply chain planning & support Master data, customer data, vendor data management After-sales service support Information services Editorial and production support Content collection and organization Sales and marketing support Subscription and order management Billing & royalty support Oil and gas Engineering and research administrative support Supply chain planning & support Asset and inventory management support Marketing and retailing support Commodity trading support Environmental, Health & Safety administration Metals & mining Engineering and research support Administrative support for operations and maintenance Storage, logistics and distribution administration Marketing and retailing support Commodity trading support Environmental, Health & Safety administration Agriculture Marketing & sales support Master data, customer data, vendor data management Supply chain management support Administrative support for operations and maintenance Order processing and fulfillment Environmental, Health & Safety administration Commodity trading support Utilities Field services and meter data administration Order management Meter-to-Cash (billing, payment processing, credit and collections) Smart metering and smart grid services Grid/operations support Life sciences Drug discovery and research support Clinical trials and pharmacovigilance administration Sales force and marketing support Equipment / asset management services Drug tracking, incidence reporting and complaint management Distribution planning and analysis, defect handling, and reverse logistics Healthcare payers Underwriting and risk assessment support Member onboarding, records management Pharmacy and provider network administration Authorization, pre-approvals, disease management Claims processing and management Claims adjudication, disbursements, subrogation Healthcare providers Revenue Cycle Management (eligibility, billing, coding, receivables, payer services) Healthcare Information Management (records management, electronic health record) Clinical support services (patient transport, pharmacy, clinical engineering) Other administrative support (e.g., laundry, facilities, food, security) Aerospace and defense Engineering support services Program and life-cycle data management Asset management Support services for maintenance and repair operations Inbound / outbound / reverse logistics support Automotive Engineering support services Master data, customer data, vendor data management Asset and inventory management support Order processing and fulfillment Inbound / outbound / reverse logistics support Warranty management support Dealer network support Chemicals Engineering support services Master data, customer data, vendor data management Inbound / outbound logistics, reverse logistics Administrative support for operations and maintenance Order processing and fulfillment Environmental, Health & Safety administration Consumer packaged goods Engineering support services Support for marketing and brand management Support for sales, trade promotion, stores management vertical Order processing and fulfillment Inbound / outbound / reverse logistics functions support Asset and inventory management support Master data, customer data, vendor data management Consumer durables Engineering support services Support for marketing and brand management Support for sales & marketing Order processing and fulfillment Inbound / outbound / reverse logistics support Asset and inventory management support Master data, customer data, vendor data management Industrial products Engineering support services Sales and salesforce management support services Order processing and fulfillment Inbound / outbound / reverse logistics support Asset and inventory management support Master data, customer data, vendor data management After-sales service support Engineering & construction Engineering support services Project accounting Materials sourcing and planning support Document and record management Education Recruitment and marketing support Eligibility and registration Academic and learning support Change of circumstance processing Records management and support (transcripts, inquiries) Federal / State / Local government Application processing Status change processing and admin Disbursement / benefits management Records management Non-Profit/NGO Fundraising administration Disbursement management & administration Affiliate administration Service operations support Hospitality & tourism Front office / guest services support Support for PR, marketing and sales activities Housekeeping, food & beverage administration Loyalty program administration Real estate and facilities management Workforce management administration Retail Merchandising analytics and support Advertising and marketing support Logistics and supply chain administration Store operations & property services Loyalty program administration Deductions management Travel & transportation Sales and reservations support Loyalty program administration Support for revenue management & price optimization Operations and fleet administration Records and document management GDS data administration Freight & logistics Rate quotes and order management Document processing Billing Distribution and forward logistics processing reverse logistics processing Fleet and crew management Proprietary & Confidential. 2012, Everest Global, Inc. 4

5 Highlights of results 1 2 Services industries include more vertical functions than product-oriented industries Degree of centralization drives role of shared services and outsourcing 3 Mature organizations have mastered process and increased focus on other value levers 4 Improvement initiatives reflect business context of vertical functions 5 Best fit sourcing strategy is more talk than reality Proprietary & Confidential. 2012, Everest Global, Inc. 5

6 Services industries have a higher representation of vertical functions 1 Average number of functions Banking, capital markets, & insurance Transportation & logistics Retail & hospitality Healthcare payers & providers Technology & communications Energy & resources Manufacturing Horizontal functions Vertical functions Public sector Average = 3.3 Average = 1.6 Proprietary & Confidential. 2012, Everest Global, Inc. 6

7 Centralization varies dramatically by type of function 2 Percentage of responses from enterprises Horizontal IT 4% 19% 77% Horizontal business 11% 31% 58% Vertical 15% 39% 46% Not centralized Somewhat centralized Primarily centralized Proprietary & Confidential. 2012, Everest Global, Inc. 7

8 Mature organizations increasingly look for value beyond process improvement 3 Percentage of responses from enterprises F&A approach is end-to-end Priority initiatives Consolidation Collaboration with users Successfully implement change Mature Less mature Proprietary & Confidential. 2012, Everest Global, Inc. 8

9 Improvement initiatives reflect business context of a vertical function 4 Centralization Re-engineer & standardize Offshoring Technology & analytics Talent pools & collaboration Banking: Loan & mortgage servicing Check proc., remittances, lock-box Hi-tech: Order man. and fulfillment Telecom: Sales and marketing support Healthcare providers: Revenue Cycle Management Manufacturing: Vendor/customer master data management Capital markets: Order management, investment ops Freight & logistics: Billing Information services: Billing & royalty support Media: Subscription and order management Manufacturing: Order processing and fulfillment Healthcare providers: Revenue Cycle Management Banking Loans and mortgage servicing Transaction processing Cards servicing and statement processing Insurance L&P and P&C claims processing and management Claims adjudication, disbursements, subrogation Oil & Gas: Asset and inventory management Manufacturing: Engineering support services Order processing and fulfillment Hi-tech: Vendor/customer master data management Banking: Risk, FX, regulatory, fraud Retail: Merchandising analytics support Retail: Advertising and marketing support Manufacturing: Engineering support services Banking: Commercial banking operations Insurance Underwriting and actuarial support Claims adjudication, disbursements, subrogation Link to revenue management Link to supply chain/business decisions Transactionintensive Judgmentintensive with unique skills Proprietary & Confidential. 2012, Everest Global, Inc. 9

10 Best fit sourcing philosophy is common, but seldom matches reality 5 Percentage of responses from enterprises Best fit 40% 18% 14% 14% 8% 6% 7% 30% Prefer outsourcing 8% 57% 65% 55% 14% Prefer shared services 45% 47% Retain in business 7% 17% 15% 24% 9% Overall philosphy Aggregate of functional answers F&A, HR, procurement horizontals Vertical functions IT infra. & apps horizontals Proprietary & Confidential. 2012, Everest Global, Inc. 10

11 About Everest Group Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals. Through its practical consulting, original research, and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies, and management approaches. Established in 1991, Everest Group serves users of global services, providers of services, country organizations, and private equity firms in six continents across all industry categories. For more information, please visit and research.everestgrp.com. Proprietary & Confidential. 2012, Everest Global, Inc. 11

12 Everest Group Leading clients from insight to action Everest Group locations Dallas (Headquarters): New York: Toronto: London: Delhi: research.everestgrp.com Proprietary & Confidential. 2012, Everest Global, Inc. 12

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