Everest Group surveyed 150 enterprises worldwide and found that nearly 85% of those that did not adequately invest in business operations experienced a decline in their customer satisfaction levels in the last 12 months. To help organizations reflect and reassess their operational strategies, we introduce the concept of high-performance operations. Organizations must prioritize high-performance operations throughout their entire business to reevaluate and reimagine the way they operate. This approach emphasizes continuously integrating, automating, and optimizing to align people, data, and technology. The report introduces an operational maturity model for enterprises based on the concept of high-performance operations. It enables organizations to understand their current state and provides guidelines to progress along the maturity curve, resulting in 68% higher revenue growth and 73% higher profitability compared to those in a lower maturity state. In this report, we examine various aspects of high-performance operations, emphasizing the need to focus on operational excellence alongside digital transformation to attain sustained value and a competitive edge. We explore key challenges in optimizing operations and introduce an enterprise operations maturity framework to assess the current state and envision the desired future state. Additionally, we provide best practices for enterprises to advance toward the highest level of operational maturity. Scope All industries and geographies Advisory/Consulting services, implementation services, maintenance, and support services across cloud and on-premise deployment of enterprise platforms Enterprise platforms covered include Oracle Cloud, SAP Business Applications, and Microsoft Dynamics 365 Contents In this report, we examine: Enterprise challenges in driving high-performance operations An operations maturity assessment framework A functional view of high-performance operations Membership(s) Enterprise Platform Services (EPS) Outsourcing Excellence

This Virtual Roundtable Discussion Summary is available only to Outsourcing Excellence members. For information on membership, please contact us. Everest Group regularly organizes virtual sessions in which senior executives from enterprises convene to share experiences and network with colleagues in other organizations on hot industry topics or particularly challenging issues of the day. In this virtual roundtable, Everest Group Partner Jimit Arora and Vice President Amy Fong and our participants discussed how organizations measure and manage service providers to improve outcomes, as well as practices and technologies for performance management, roles and responsibilities in the process, and how to avoid getting to the point of contractual remedies..

GBS Cost and Performance Benchmarks Book is available only to GBS & Shared Services (GBS/SS) members. For information on membership, please contact us The Cost and Performance Benchmarks Book is an off-the-shelf reference for GBS professionals to benchmark their in-house delivery costs against market benchmarks and derive back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss any other points related to the book. Scope Cost benchmarks for 25+ IT, BPO, and next-generation/digital roles across 10 onshore, nearshore, and offshore global delivery geographies Performance metrics and benchmarks for almost 15 key metrics Contents This book offers cost and performance benchmarks for the in-house delivery of Finance & Accounting (F&A), IT Applications, IT Infrastructure, human resources, contact centers, analytics, RPA, and Agile/DevOps. The benchmarks are provided at a city level for the following 10 countries: India (Bangalore, Hyderabad, Pune) Philippines (Manila, Cebu) China (Shanghai, Dalian) Malaysia (Kuala Lumpur) Poland (Krakow, Wroclaw) Romania (Bucharest) Mexico (Mexico City) Costa Rica (San Jose) US (New York, Dallas) UK (London, Manchester) The cost benchmarks are normalized to industry standard roles and experience levels and are represented as the 20th, median, and 80th percentiles. The benchmarks have been further broken down into compensation and overheads to help users benchmark compensation, as it is the biggest component of the cost structure. The performance benchmarks section covers benchmarks for IT Applications, IT Infrastructure, F&A, and contact centers. The metrics covered are: Customer satisfaction Quality Timeliness Throughput For information on membership, pleasecontact us