Qatar Airways Named in Top 20 Most Admired SSOs and GBS for 2022 by SSON
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New York, NY - In every industry there are clear, dominant powers that dictate the trajectory of future trends, practices, and standards. SSON has annually evaluated and measured the current state of the shared services, global business services, and outsourcing industry to provide unparalleled insight into modern business. For the sixth year in a row, SSON Research & Analytics (SSON R&A) announced the list of the Most Admired Shared Services Organizations (SSOs) & Global Business Services (GBS) for 2022, and Qatar Airways is among the appointed.
SSON R&A analyzes SSON's cross-channel data from their 180,000 strong community to identify leading SSOs and GBS across the globe and recognize them for their achievements. In doing this, SSON provides objective, unbiased insights to the shared services and GBS community, backed by data-based research and analytics. This annual report full of expert guidance allows organizations to move forward with confidence, addressing their mission-critical priorities with ease and peace of mind amid uncertain corporate and societal landscapes.
Among SSON’s Top 20 Most Admired Shared Services Organizations and Global Business Services for 2022 is Qatar Airways. This inclusion was a no-brainer for SSON’s Top 20 for Qatar Airways’ commitment to excellence, unmatched eye for innovation, and an unparalleled sense of community.
- Initiated Qatar Airways GBS journey in October 2021 by combining our Finance Shared Services and Procurement teams.
- Brought together two critical functions developing our first end to end process Source to Pay
- Established a team of 535 people and a day 1 scope comparable to that of other leading GBS functions.
- Enabled the simplification and improvement of the end-to-end process while optimizing service delivery and quality.
- Immediately reduced silo-based working, improving the alignment of critical business and enabling units and as we reopen our network at pace as the work recovers improving our speed to market.
- GBS model also supported cost-efficient operations that delivered better control and risk mitigation.
- Establishment of a Global Business Services Performance Excellence team by combining the existing Service Delivery and Performance Excellence team in Finance with the Business Operations team in Procurement. This team focuses on lean six sigma, process re-engineering, data science, service delivery, performance reporting, policy, systems and performance optimization.
- GO GLOBAL phase Outstation Services joined the existing Finance and Procurement GBS team.
- Outstation Services covers 127 people in 70+ countries providing services predominantly to Commercial.
- Bringing Outstation Services into GBS provides significant opportunity to optimize services globally, improve operational transparency, service delivery, improve internal and external controls and focus on driving wider business value.
- Qatar Airways GBS has been established to build on the successful strategies implemented by the Commercial and Finance Teams to provide a range of support functions creating greater efficiency and continuously improving service effectiveness. The combination of Outstation Services with GBS connects our work on an end-to-end basis and enables us to further develop talent as we increase our service focus across the network.
- QRGBS is also internally expanding the scope of the business services to cargo, through professionalizing administrative services. By doing so, we are taking away the administrative burden from the frontline staff, facilitating speed to market and allowing QR to be more competitive. With our global footprint, we have broader time zone coverage, expanded language capability and a frontier to the business. “
"Through our various SSON channels, we identify SSOs & GBS that impress us the most in terms of their specific innovations, achievements and value-add. By recognizing them and inviting them to be part of the Top 20 benchmarking study, it provides both the Top 20 and the wider SSON community the invaluable opportunity to benchmark themselves by identifying areas where they excel in and key areas of improvement. The study also sheds light on the latest trends in service delivery, automation and workforce strategy as the industry navigates through the volatile external environment of economic, political and social volatility." Syazana Lim, Senior Analyst, SSON Research & Analytics
Qatar Airways has further been invited to take part in an exclusive benchmarking study that covers various aspects of their enterprise strategy across 36 key metrics in nine categories: Automation, General Finance, HR & Talent, IT, Order to Cash (O2C), Payroll, Procure to Pay (P2P), Record to Report (R2R), and Treasury, including but not limited to the service delivery model, learning and development initiatives, automation strategy, strategic targets, and more.
“Qatar Airways is delighted to be named among the global Top 20 ‘Most Admired SSO & GBS’ for the second consecutive year by SSON Analytics. Qatar Airways Global Business Services’ inclusion in the Top 20 reflects our resilience and agility, of the design and execution of our GBS strategy, and of our initial GBS scope extensions. We value our inclusion in the Top 20 and view it very much as the beginning of our journey as we strive for excellence in everything we do." Gary Matthew Critchley, SVP Global Business Services, Qatar Airways.
Through proof of concept, dedication to the craft, and unwavering commitment to innovation, SSON’s purpose-driven vision has come to fruition with the help of Qatar Airways.
Highlights of the benchmarking data and the complete list of metrics are available on SSONetwork and will be presented at SSON’s SSO Week events throughout 2022-2023.
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About SSON
SSON is the largest and most established community of shared services, global business services, and outsourcing professionals in the world. Established in 1999, SSON recognized the revolution in business support services as it was happening and realized that a forum was needed through which practitioners could connect on a regional and global basis. SSON operates under four distinct pillars - SSON Digital, SSON Research & Analytics, SSON Events, and Global Business Services Training & Certification.
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For more information or press inquiries, please contact Kaitlin Mansour at kaitlin.mansour@ssonetwork.com or +1 (810) 397-5267
