Smith+Nephew Named in Top 20 Most Admired SSOs and GBS for 2022 by SSON
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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 Smith+Nephew 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 Smith+Nephew. This inclusion was a no-brainer for SSON’s Top 20 for Smith+Nephew’s commitment to excellence, unmatched eye for innovation, and an unparalleled sense of community.
- Focus on the Customer Experience. Our Global Business Services (GBS) offers seamless customer experience by providing multifunctional GBS portal which is a one-stop shop for 7 GBS functions. Last year more than 250 new GBS portal enhancements digitizing and automating workflows, driving numerous business benefits and improved GBS customer experience was implemented.
- The introduction of Net promoter score (NPS) as a customer satisfaction metric allowed us to benchmark against other GBS centers worldwide. We’ve built a robust NPS framework and keep enhancing the service improvement process by providing real-time detractor alerts or AI-engine sentiment analysis. With a very high volume of tickets (approx. 25,000 per month), we can maintain high quality services, as evidenced by our excellent NPS result this year (78 in comparison to 74 in 2021) and GBS service recommendation by Smith+Nephew (S+N) employees.
- Operational Excellence. GBS started in 2018, where we were characterized by very high dynamics of transitioned processes while maintaining high quality of our services. Our transformational success is based on a unified portfolio of internal frameworks and cross-departmental methods tailored for S+N needs. By introducing continuous improvement (CI) maturity assessment and building internal capabilities in CI Academy, we can identify and address areas for further interest.
- In 2021 we continued our journey to grow in terms of service maturity and compliance, as a result of implementing additional controls across all of S+N and setting best-in-class service standards.
- Driving Value and Innovation. Last year we merged and transitioned all analytics capabilities in the Enterprise Center of Excellence for Data Analytics, which delivers insights across S+N for all key functions. Our offering includes Project Delivery, Enhancement of existing solution, Incident Management or Analytics as a Service where we have successfully introduced Business Relationship Managers Roles in line with our GBS ambition to be a trusted business partner. We understand the importance of building excellence across business functions through data driven decision-making, which we fuel by state-of-the-art data management and innovation. In our Automation Center of Excellence, we create internal Robotic process automation (RPA) solutions to harmonize and automate GBS processes (up to 50 robots built last year).
- Empowering Employees. S+N culture of Care, Collaboration and Courage formed the backbone of the S+N GBS organization. Our results on the Employee Engagement Index continue to improve year-on-year and are now above the 70% mark compared to the Gallup database.
"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
Smith+Nephew 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.
"Continuously transforming GBS through technology, processes, and most importantly our amazing team members, towards customer centricity and operational excellence is what GBS at S+N is all about." Pascal Biderbost, VP Strategy & Enterprise Solutions, Smith+Nephew
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 Smith+Nephew.
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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