Featured Download

The Shared Services & Outsourcing China Week is a dedicated platform for community discussions on solidifying China’s competitive advantage within the global Shared Services map. Have a look at who's attending this year!

去年是人类历史上的一个分水岭。2020年1月，面对前所未有的全球新威胁，中国处于 即将爆发的大流行的最前沿，承受着团结一心、共同抗疫的巨大压力。鉴于迪士尼、耐 克、麦当劳和现代等许多跨国企业已开始对中国高效的工厂生产和日益富裕的消费者产 生依赖，中国市场的关闭无疑给这些企业带来了革命性的变化。

受新冠肺炎疫情的影响，许多企业不得不做出限制入华旅游或暂时关闭店铺、办公室、 餐厅和主题公园等举措。此外，对中国制造商的供应中断也波及到全球供应链，使得许 多全球和中国企业难以获得对其运营至关重要的商品。

本报告聚焦如下五大领域，这也是我们认为中国共享服务领导者计划“保持领先”的最重要领域：人才管理，因为人才仍然是最重要的资产；未来工作，因为他们认识到了这些影响；服务交付驱动因素的变化，即在我们适应客户不断变化的需求时，服务交付因素发生的变化；数字数据是共享服务的基础，如果没有数字数据，共享服务仍将牢牢陷于过去而无法实现转型；最后，智能自动化将继续改变共享服务模式的形式和性质，追求卓越、突破极限，同时为实现最高收入找到新途径。

With the onset of the COVID-19 epidemic in the early months of 2020, China became the first country to embark on the largest work-from-home (WFH) experiment ever conducted. As China’s workforce begins to return to offices, lessons from some of its leading companies and their respective SSCs will help to illustrate how — with the right structure, culture, processes, and technology—working remotely can boost productivity and morale, bringing together all the elements to enable a new way of working that will make centres fit for the future.

In this report In this report, we looked at how COVID-19 has shaped the shared services operating model, and how it has affected the workplace.

The pandemic presented many unknowns. Yet, next-phase growth awaits China given its remarkable perseverance record if shared services leaders embrace the latest trends.

Aligning people with transformative technologies through self-automated strategies to curtail costs and solve problems becomes the golden-ticket next-phase growth driver in service delivery excellence. Therefore, if achieved, next-phase growth—upgrading enabling-technologies through fully automated, people-centricity—improving EX to enhance CX service delivery—positions Chinese shared services with a competitive advantage.

Download the SSON China State of Industry Report 2022 to find out which 4 areas we believe are most significant as Shared Services leaders in China plan to "stay ahead" in 2022.

Last year marked a watershed in human history. In January 2020, facing an unprecedented new global threat, China found itself at the forefront of a soon-to-be pandemic and under pressure to rally together behind a common national purpose. With many multinationals including Disney, Nike, McDonald’s and Hyundai having come to rely on China’s efficient factories and increasingly affluent consumers, the impact of China’s markets shutting down was nothing short of revolutionary.

As a result of COVID-19, companies were forced to restrict travel to China or temporarily shut stores, offices, restaurants and theme parks. The disruption to Chinese manufacturers also rippled through global supply chains, making it difficult for many global as well as Chinese companies to obtain the goods critical for their operations.

This report focuses on five areas that we believe are most significant as shared services leaders in China plan to ‘stay ahead’:

• Talent Management 
• Future of Work
• Service Delivery
• Digital Data
• Intelligent Automation 

目前我们已经使用了以不同方式结合的多种技术，以提高现有员工的技力，从而改善物质资本。在本报告中，我们从全球视角进一步揭示了在自动化时代阻碍SSC增长的挑战。

Interview with Siemens and HSBC

1. Lynette Sha, Head of Shared Services, Siemens

2. Edward Xu, Vice President, HSBC

西⻔⼦和汇丰银行专访

1. Lynette Sha，共享服务负责人，西门子

2. Edward Xu，卓越转型流程&金融犯罪监管服务副总裁，汇丰银行

As we turn to multiple technologies that can combine in different ways to enhance the skills and ability to the existing workforce and to improve physical capital, in this report we unravel a global perspective on the challenges that hamper the growth of SSCs in the era of automation to boost productivity.

The consistent, aggressive commitment to productivity improvements (more than half the global SSOs are targeting 7+% per year) are keeping Shared Services leaders focused on innovative solutions that improve effectiveness, efficiency and performance. Today, that is predominantly achieved by leveraging automation and data analytics.

This year’s report is broken into five core areas that guide modern Shared Services: Operating Model; strategy; Talent; Automation & the Digital Workforce, and Future Technology Opportunities.

持续、积极地致力于提高生产力（超过一半的全球共享服务组织的目标为每年提高生产率7%以上），让共享服务领导者专注于提高效率、效能和绩效的创新解决方案。如今，这主要通过利用自动化和数据分析来实现。

今年的报告分为五个指导现代共享服务的核心领域：运营模式；战略；人才；自动化与数字化劳动力；未来的技术机遇。

This report will cover a couple of essential factors in the digitalization of Shared Services in China. It will:

• Look into the leading cause of difficulties in IA/RPA initiatives - Process
  
• Shed light on the state of data-readiness in China-based SSCs
• Share key performance metrics from SSCs in China and U.S.

Every year, the Shared Services and Outsourcing Network (SSON) surveys the global marketplace for insights on trends, technologies and practices that drive performance. These insights are then analysed and collated into our annual industry report. 

SSON’s annual industry report highlights the trends underpinning current shifts, identifies the ‘new, improved’ profile of the modern Shared Services team, and points to how SSOs are delivering more value by moving towards knowledge-based work. In this report, we deep-dived into how these trends are playing out in China. We hope it will guide you to improved decisions as you move your operations forward.

Download the report to discover:

• Recommendations for the journey to digitalisation
• A snapshot of today’s SSO operations in China
• The development of an appetite for Global Business Services
• Moving to knowledge-based services

下载行业报告，了解：

• 数字化转型的干货分享
• 中国共享服务中心运营情况概览
• 全球商业服务(GBS)的发展蓝图解析
• 知识型共享服务中心的转变路径

请在这里下载

In a digital world, how can being more human become the key to unlocking greater growth? As enterprises adopt intelligent automation across their operations, it is important that they clearly define and plan how the human element can and will differentiate services. For shared services an intelligent automation strategy absolutely must align with a longer-term staffing strategy for service delivery.

In this article you will discover how to 

• Use RPA to get the best out of your people
• Assess capability and deploy resources

Download now to help augment your workforce and become future-ready. 

在数字时代，人的作用其实更加凸显，如何实现“科技+人”的结合变成了商业增长的关键。随着企业在日常运营中采用越来越多的人工智能，如何定义以及计划你的人力资源将会为共享服务中心的差异化服务做出贡献。对于共享服务行业来讲，必须要将您的人工智能战略和长期的人力资源战略相结合。

这篇文章中您将会了解：

• 使用RPA来升级您的员工队伍
• 关于RPA的落地, 分析您的能力和资源

As enterprises focus on staying ahead of the game how can their support services re-evaluate their modus operandi? How can they continuously improve to deliver more relevant, timely, cost-effective and efficient services? In this article we examine various successful approaches taken across HR and Financial shared services. 

毋庸置疑，下一代共享服务中心专注于持续改进和流程优化，以保证自己的领先地位。高客户满意度、智能、准时、高效、低成本是所有共享人的追求。在这篇文章中，来自顶尖企业的行业专家，将会为您呈现关于HR 和Finance持续改进的具体案例和经验分享。

SSON's global data analytics centre (SSON Analytics) has reviewed internal & external data on Shared Service Centres in China to present this Benchmarking Analytics report. Go through this workbook to discover key metrics and KPIs for China's leading SSCs and more.

There is no doubt that RPA is a hot topic in the Shared Services industry today. Everyone’s talking about it but it is still in its early days of implementation. From a recent SSON survey nearly half of the respondents have not yet executed it. But is there really any benefit in waiting?

We looked at two case studies (ANZ and Sime Darby) to get an insight on how to get started on implementing RPA into your organization.

In this article, we look at how best to tackle talent growth within shared services. How best to recruit new talent and engage the next generation. How to retain that talent along with the best ways to upskill current staff against a backdrop of a more digital and automated future.