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) announced the list of the Most Admired Shared Services Organizations (SSOs) & Global Business Services (GBS) for 2022, and Lexmark 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.
Among SSON’s Top 20 Most Admired Shared Services Organizations and Global Business Services for 2022 is Lexmark. This inclusion was a no-brainer for SSON’s Top 20 for Lexmark’s commitment to excellence, unmatched eye for innovation, and an unparalleled sense of community.
- GBS scope doubled over the last 18 months. Lexmark GBS group has continued to meet and exceed the targets set for the current workstreams and has expanded to Sales Operations (including “Lead to Contract”), Marketing Support (“Market to Lead”), Services Front Office (“Onboarding to Resolution”), and Corporate Real Estate.
- Corporate Data Steward and the Single Source of Truth. Through its “Data to Value” workstream, the Lexmark GBS group provides certified data to the business as well as Analytics up to the Executive Team and is now actively developing Artificial Intelligence and Machine Learning capabilities to strengthen the value it adds to the business.
- Commitment to Quality. Over the last 18 months, all Lexmark GBS-managed workstreams have been (or are on the way to be) globally ISO 9001:2015-certified, as a demonstration of our strive for excellence, for the benefit of our customers, internally and externally.
- Commitment to Employees and DEI. Lexmark GBS group is proudly positioning Talent Management as the backbone of the GBS foundations to ensure that every single employee gets the right level of commitment from their manager to develop and find growth opportunities, with a strong emphasis on Diversity, Equity, and Inclusion (DEI) across the organization. In a 2021 internal DEI survey, 97% of GBS Lexmarkers agree this is an organization that treats each other with dignity and respect, and 98% of respondents would recommend Lexmark as an inclusive place to work.
- Digital Transformation. Lexmark GBS group has developed a dedicated Digital Transformation Strategy focused on five pillars: Hyper Automation, User Experience, Process Digitization, Data and Analytics, and our GBS Employees through a network of Citizen Developers.
"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
Lexmark 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.
“This is yet another demonstration of Lexmark’s strengths and commitment to excellence. Congratulations to all the GBS employees around the world for this tremendous recognition!" Allen Waugerman, CEO, Lexmark
"This is an understatement to say that I am EXTREMELY proud of where we are, four years after the creation of GBS at Lexmark, thanks to the continuous commitment and engagement of our GBS employees, whether located in our Cebu, Budapest, Montevideo Competence Centers or in any of the other 22 locations from where GBS employees are supporting the business.” Stephan Bily, VP GBS, Lexmark
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 Lexmark.
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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