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) just announced the list of the Most Admired Shared Services Organizations (SSOs) & Global Business Services (GBS) for 2022, and DHL 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.
- DHL Global Forwarding Freight Global Service Center (DGFF GSC) implemented transactional charging for 15% of our total revenue in the GSC. This has introduced a factory model in handling operational tasks for our core Air and ocean freight teams. We achieve a deep level of granularity to see variations between agreed Global SOPs and individual country business partner requests.
- Introduced agile service delivery through the setup of Operational Cockpits in all our Service Centers. The cockpits allow us to monitor operational KPIs for productivity, task mining and robotics utilization. We now have real-time transparency of the service demands performed by our 4000+ agents, ensuring resource productivity at any point in time.
- Our DGFFF GSConnect platform is an orchestrator that helps us achieve holistic workforce management to provide transparency, performance management, spot errors and increase SLA compliance between our service delivery teams and the business partners.
- DGFF GSC introduced telecommuting to balance the workforce at home and in the office. A win-win situation which has enabled cost, time and infrastructure saving for our people, operations and utilizing technologies to maintain a very strong workforce.
"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
DHL 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.
“As a captive shared services organization, we are continuously driving innovation, service quality and productivity in our service delivery. I am proud that our outstanding, passionate team, guided by this clear focus, has allowed us to be recognized as one of the top 20 most admired shared service organizations.” Frank Scheuler, Managing Director, GSC DHL Global Forwarding, Freight
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 DHL.
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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