SSON Research & Analytics Releases 2022 Results of the Top 20 Most Admired SSOs & GBS

Singapore, 12th September 2022 – SSON Research & Analytics, the global analytics center of the Shared Services & Outsourcing Network (SSON), has today released the list of organizations that have been identified as the Top 20 Most Admired Shared Services Organizations (SSOs) and Global Business Services (GBS) for 2022 together with the results of the accompanying benchmarking study.

For the 6th year running, SSON Research & Analytics analyzed SSON’s cross-channel data from our 180,000 strong community members to identify these leading organizations across the globe. The various selection criteria include benchmarking surveys, winners, and nominations from regional SSON Impact Awards, SSON conference research, speaker ratings, digital editorial demand, and digital presentation downloads.

The organizations recognized as the Top 20 Most Admired SSOs and GBS for 2022 are (in alphabetical order):

• AkzoNobel
• British American Tobacco – GBS
• Celestica
• Eli Lilly and Company
• Experian
• Global Service Center DHL Global Forwarding Freight
• Kimberly Clark Corporation
• Lexmark
• Lion
• Mars Inc
• PepsiCo
• Philips GBS
• Qatar Airways
• Royal DSM
• Sanofi Business Services
• Siemens AG – Global Business Services
• Smith+Nephew
• Takeda Business Solutions
• Tenaga Nasional Berhad
• Tesco Business Services
• Woolworths Group

New this year: Lexmark, Sanofi Business Services, Smith+Nephew, Tenaga Nasional Berhad

Special mention goes out to these SSOs and GBS for being part of the Top 20 list for four years or more: AkzoNobel, British American Tobacco – GBS, Celestica, Eli Lilly and Company, Experian, Kimberly Clark Corporation, Mars Inc, and Tesco Business Services.

LEARN MORE ABOUT THESE MOST ADMIRED SSOs & GBS KEY ACHIEVEMENTS HERE!

The Benchmarking Study

The Top 20 were invited to take part in an extensive benchmarking study which included questions on their service delivery model, learning & development initiatives, automation strategy, strategic targets and key achievements. It also captured operational metrics and KPIs gathered from a total of 60 Shared Services and GBS centers globally. The results of the study uncover the top quartile, median benchmark, and bottom quartile for 36 metrics across these 9 categories: Automation, General Finance, HR & Talent, IT, Order to Cash (O2C), Payroll, Procure to Pay (P2P), Record to Report (R2R), and Treasury. Both global and regional breakdowns are available in the full analysis.

Highlights of the aggregated benchmarking data and the full list of metrics are available on SSONetwork and will be presented at SSON’s SSO Week events throughout 2022-2023.

ACCESS THE SUMMARY REPORT HERE!

The full report is available as part of an SSON Research & Analytics subscription or purchasable a la carte. Results of the study is also available in our interactive benchmarking tool – the Metric Benchmarker.

20 new metrics in the 2022 study:

• (General Finance) Cost of finance function roles in SSC as a percentage of revenue
• (General Finance) Finance & accounting personnel cost as a percentage of revenue
• (HR & Talent) Percentage of succession plans in place
• (IT) Supportability (hours)
• (IT) Total ICT cost per end user (USD)
• (O2C) Average time in days to apply cash
• (O2C) Bad debt as a percentage of total A/R
• (O2C) Number of FTEs for the O2C process per $1 billion revenue
• (O2C) Total Working Capital
• (Payroll) HR payroll personnel cost per employee paid (USD)
• (Payroll) Payroll accuracy rate (electronic)
• (Payroll) Payroll accuracy rate (manual)
• (P2P) Cost per e-invoice (USD)
• (P2P) Cost per manual invoice (USD)
• (P2P) Number of FTEs for the process accounts payable and expense reimbursement” per $1 billion revenue
• (P2P) Personnel cost per FTE handling the accounts payable process (USD)
• (R2R) Number of active general ledger accounts
• (R2R) Reporting cycle time in days (External Reporting)
• (Treasury) Cycle time in mins/hours to develop a short-term cash flow forecast
• (Treasury) Number of FTEs for treasury operations per $1 billion revenue

About SSON

The Shared Services and Outsourcing Network (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 with each other on a regional and global basis. SSON operates under four distinct brands - SSON Digital, SSON Research & Analytics, SSON Events and Global Business Services Training & Certification.  For more information visit www.ssonetwork.com

About SSON Research & Analytics

SSON Research & Analytics is SSON’s global data analytics centre, and your premier resource for all the  metrics, benchmarks and insight that affect your Shared Services operations. The SSON Research & Analytics platform provides data-driven intelligence via access to a library of research studies and four data tools: Metric Benchmarker, City Cube, Intelligent Automation Universe and the Shared Services Atlas. For more information visit www.sson-analytics.com

Top 20 Most Admired SSOs & GBS Selection Criteria

SSON Research & Analytics has taken a scientific approach to identify the annual Most Admired SSOs and GBS in the world listing, using a methodology that has collated cross-channel data from SSON’s global community of 180,000 members, including digital and face-to-face channels, and applied a weighting system to the various criteria considered:

• Benchmarking Surveys: Results from various regional/topical benchmarking studies that SSON Research & Analytics runs throughout the year.
• SSON Impact Awards: Nominations and wins by these SSOs and GBS over the past five years
• SSON Conference Research: SSON’s regional and country event producers, as well as digital event producers (20+), speak to the Shared Services and GBS industry on five continents all year round. Conference production research reports have been analyzed to generate a list of SSOs & GBS that are named most often in event producers’ discussions with the market about perceived best practices, and that SSON members most want to hear from at future events.
• Speaker Ratings: Ratings of speakers/contributors from these SSOs and GBS at SSON events from post-event evaluation surveys
• Digital Presentation Downloads: Volume of traffic to view their presentations online afterwards and requests for more information/updates from these SSOs and GBS.
• Digital Editorial Demand: The popularity of digital content (e.g. webinars, interviews, articles, roundtables) featuring these SSOs and GBS across SSON’s digital channels, measured by page views and webinar registrations.