GLOBAL BUSINESS SERVICES: AGILITY IN VOLATILE MARKETS & OPPORTUNITY FOR GLOBALIZED ECONOMIES Belfast Tom Olavi Bangemann SVP Business Transformation, The Hackett Group October, 2013

Statement of Confidentiality and Usage Restrictions This document contains trade secrets and other information that is company sensitive, proprietary, and confidential, the disclosure of which would provide a competitive advantage to others. As a result, the reproduction, copying, or redistribution of this document or the contents contained herein, in whole or in part, for any purpose is strictly prohibited without the prior written consent of The Hackett Group. Copyright © 2012 The Hackett Group, Inc. All rights reserved. World-Class Defined and Enabled.

Global business services (GBS) Overview & Trends | 3 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. The world remains full of potential disruptions Inflation Sovereign Debt Crises Social Unrest Revolts and Uprisings Potential Conflicts Natural and Environmental Disasters

Global business services (GBS) Overview & Trends | 4 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Focus on Bottom Line Exceeds Top Line Growth for 2013,… Agility is required to meet profit goals when revenue falls short % of respondents indicating the objective is “Extremely Important or Important” strategy for 2013 What is the importance of each of the following objectives in your enterprise strategy for 2013? New Largest increase +/- 3% Change from 2012

Global business services (GBS) Overview & Trends | 5 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. GBS is the preferred service delivery model - the GBS scope of Top Quartile companies covers more than 50% of activities To compare, across all G&A functions (Finance, HR, IT, Procurement),GBS only have a third of services in scope on average for median companies Finance HR IT Procure’t Corporate Business Units GBS

Global business services (GBS) Overview & Trends | 6 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Relationship between strategy for service delivery globalisation and overall business strategy CurrentIn 2-3 years % of Companies Indicating Agreement with Statement Top PerformersPeer Group

Global business services (GBS) Overview & Trends | 7 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Anticipated benefits Average realised benefits 2 years after transfer of work Percentage of companies considering “improvement “ or “drastic improvement “ Anticipated vs. actual qualitative business value driver realisation

Global business services (GBS) Overview & Trends | 8 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Ireland United Kingdom Netherlands Belgium Portugal Spain Bulgaria Romania Poland Czech Republic Slovakia Hungary Estonia Latvia Lithuania GBS Growth in Europe has been represented by a consistent migration Eastward WAVE 1 British Isles 1980s WAVE 2 Benelux Early 1990s WAVE 3 Iberia 1995 WAVE 4 Central, Eastern Europe 2000 WAVE 5 Eastern Europe 2005

Global business services (GBS) Overview & Trends | 9 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Over shared service centres operate globally SSC-BPO Distribution in the Database Top 5 Global Destinations with BPOsTop 5 Global Destinations with SSCs Regional Distribution of SSCs 1381; 29% 3378; 71% 60; 2% 41; 1% 117; 3% 1512; 30% 3471; 70% 1815; 52% 898; 26% 540; 16%

Global business services (GBS) Overview & Trends | 10 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. SSC/BPO distribution in Europe SSCBPO United KingdomPolandGermany NetherlandsCzech RepublicIreland Hungary Sweden SpainFrance Russia Finland Sweden Norway Iceland United Kingdom Ireland Poland Germany Czech Republic Slovakia Hungary Romania Ukraine Belarus Russia Lithuania Latvia Estonia Denmark Austria Belgium Netherlands France Spain Portugal Switzerland Italy Slovenia Croatia Bulgaria Greece Turkey Bosnia and Herzegovina Serbia Albania Macedonia Montenegro Kosovo

Global business services (GBS) Overview & Trends | 11 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. SSC/BPO distribution in CEE SSCBPO PolandCzech RepublicHungary SlovakiaRomaniaLithuania LatviaBulgariaEstonia

Global business services (GBS) Overview & Trends | 12 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Offshoring is half way through – but still 1.8 million jobs to move

Global business services (GBS) Overview & Trends | 13 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Contact Information Amsterdam | Atlanta | Frankfurt | Hyderabad | London Miami | New York | Paris | Philadelphia | San Francisco | Sydney Tom Bangemann Senior Vice President Business Transformation | Telephone I

Global business services (GBS) Overview & Trends | 14 © 2012 The Hackett Group, Inc. All rights reserved. Reproduction of this document or any portion thereof without prior written consent is prohibited. Statement of Confidentiality and Usage Restrictions This document contains trade secrets and other information that is company sensitive, proprietary, and confidential, the disclosure of which would provide a competitive advantage to others. As a result, the reproduction, copying, or redistribution of this document or the contents contained herein, in whole or in part, for any purpose is strictly prohibited without the prior written consent of The Hackett Group.

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