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