Deloitte surveyed 40 global business services (GBS), shared services (SS) and business process outsourcing organisations (BPOs), and found that conventional wisdom and long-held ‘orthodoxies’ have been challenged during the pandemic, requiring many changes that may lead to better performance.
The firm found that new normal for GBS and SS is likely to include operational practices that were previously thought impossible. It is anticipated that most of them will ‘stick’, then expand.
Take-aways for business continuity planners
- Look to the future to increase virtual work
- Expand scope in remote delivery models
- Revamp business continuity plans
- Automate and enhance security
- Build greater business resiliency to help be better prepared for any future crisis and thrive
