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The ALM Vanguard: Corporate Services Consulting2019 Source: ALM Intelligence's Corporate Services Consulting (c) 2019; used by licensing permissions Buyer Ratings Guide The ALM Vanguard: Corporate Services Consulting 2019 November 2019 Source: ALM Intelligence's Corporate Services Consulting (c) 2019; used by licensing permissions Buyer Ratings Guide Contents Overview 3 ALM Vanguard of Corporate Services Consulting Providers 5 Competitive Landscape 6 Provider Capability Rankings 8 Rating Level Summaries 9 Leader Assessments 10 Provider Capability Ratings 11 Best in Class Providers 12 Provider Briefs 13 Definitions 27 Methodology 29 About ALM Intelligence 31 Author Liz DeVito Associate Director, Management Consulting Research T +1 212-457-9170 [email protected] For more information, visit the ALM Intelligence website at www.alm.com/intelligence/industries-we-serve/consulting-industry/ © 2019 ALM Media Properties, LLC 2 Source: ALM Intelligence's Corporate Services Consulting (c) 2019; used by licensing permissions Buyer Ratings Guide Overview Capability Drivers Demand for corporate services consulting is growing against the backdrop of an uncertain economic outlook and the continuing drumbeat of digital disruption. Executives who lead G&A functions are carefully watching economic indicators for signs that a recession might be on the horizon, considering how to prepare before they are backed into a corner and forced to cut costs without a strategic plan. They have come too far and learned only too well from Corporate Services Consulting Defined past recessions that financial gains earned from making fast, easy cuts at the start ALM defines corporate services consulting as of a downturn are not sustainable and can take years to recover from because professional services designed to help clients of reduced service levels and lost institutional knowledge. This is a particularly improve the performance of back-office functions that support the workforce, including untenable prospect at a time when G&A leaders are simultaneously being asked those in the corporate center, shared services to actively engage in, if not lead, their organization’s digital transformation by centers, outsourced services, and captive operations. CEOs who believe that moving too slow leads to obsolescence. The challenge for G&A leaders is to develop a strategy for creating value in an environment that pits leanness against a growth imperative. Providers are responding with services framed for a transformation agenda. They approach corporate services through the lens of the customer experience, helping clients understand how internal operations and technology infrastructure directly influence brand value. They are collaborating to transform workflows, integrate data, adopt cognitive technologies, and reskill back-office employees in service of the customer experience. The consulting leaders have gone one step further with the introduction of perspectives and frameworks that position the back office as an innovation engine, where end-to-end processes are designed and digitally enabled tools are road-tested for impact potential throughout the organization’s value chain. As corporate services consulting becomes more integral to clients’ transformation agendas, there is an expectation of providers to deliver full engagement life cycle capabilities against two objectives: sustaining G&A efficiency gains and driving enterprise- wide digital transformation. Sustaining G&A efficiency gains ■ Corporate center redesign. Providers are helping clients understand how lean and agile models, along with digital technologies, can reshape the corporate center to work faster and more efficiently, all in line with the broader business portfolio strategy and organizational capabilities. They have updated their diagnostic tools to help clients cut through the politics of organization design to honestly appraise the sweet spots and pain points in their corporate center’s operating model and processes. ■ Zero-based budgeting (ZBB). The consulting leaders are applying new approaches to maximize efficiency gains and drive productivity improvements, combining the principles and practices of ZBB with organization and operating model redesign. These approaches help clients reframe cost reductions as opportunities to reduce organizational and process complexity, while building resilience into corporate services. ■ Operational efficiency. The leading providers have become more comfortable leveraging an agile consulting methodology focused on speed and flexibility for achieving operational excellence. Consulting frameworks often include © 2019 ALM Media Properties, LLC 3 Source: ALM Intelligence's Corporate Services Consulting (c) 2019; used by licensing permissions Buyer Ratings Guide Overview Capability Drivers a phase that encapsulates the iterative, human-centric process of agile design to ensure operational efficiencies are improved and capabilities are developed. This approach also has the effect of strengthening the client’s ability to sustain performance improvement over the long term. Leveraging corporate services for digital transformation ■ Global business services (GBS). Providers are leveraging the GBS model to transform corporate services away from its traditional focus on cost-cutting to become a digital transformation engine. They are helping clients create customer- centric, digitized process flows across functions and geographies; realize cost-efficient operations through scale, automation and labor arbitrage effects; and build an agile service delivery model for support functions, where operating units are steered globally and independently of traditional business units. ■ Emerging technologies. The leading providers are helping clients adopt emerging technologies such as intelligent automation, natural language processing, blockchain, and data analytics to create fully automated and transparent end-to-end process chains. The work begins with building a holistic automation vision backed by an outcomes-driven strategy, roadmap, and operating model. Close attention is paid to how performance will be measured, visualized, and reported to drive real-time and predictive decisions. © 2019 ALM Media Properties, LLC 4 Source: ALM Intelligence's Corporate Services Consulting (c) 2019; used by licensing permissions Buyer Ratings Guide ALM Vanguard of Corporate Services Consulting Providers The ALM Vanguard of Corporate Services Providers assesses firms in terms of their relative ability to create impact for their clients. For this, the ALM Vanguard displays the relative position of the providers featured in this report, deemed capable in corporate services consulting, based on an evaluation of their overall capabilities according to a consistent set of criteria. Capability depth denotes a provider’s capacity to get results for clients, while capability breadth indicates its ability to deploy that capacity across multiple client scenarios. Consulting is distinctive from other industries because of the variety of client contexts that providers encounter in terms of ambitions, needs, and abilities that alter what it takes to create impact. As providers seek to deploy their capacity to create client impact (depth) across industry sectors, geographic regions, and interfaces with adjacent functional and technical capabilities (breadth), they increase the complexity of their engagement models. The downward slope of the lines that separate the tiers of the market captures the trade-off between low-complexity engagement models (designed to maximize the capacity to create impact for a narrow set of client applications) and high-complexity engagement models (made to maximize deployability and create impact for a wide variety of client applications). gh McKinsey & Company Hi EY BCG KPMG Bain & CompanyLEADERS PwC North Highland ScottMadden Roland Berger CHALLENGERS A.T. Kearney Accenture PA Consulting Deloitte nsulting Capabilities Co IBM BDO International The Hackett Group Depth of AlixPartners Redding Consultants Kaiser Associates Technology & Business CONTENDERS Integrators L.E.K. Oliver Wyman Consulting w The Highland Group ROI EFESO Lo Low Breadth of Consulting Capabilities High Source: ALM Intelligence © 2019 ALM Media Properties, LLC 5 Source: ALM Intelligence's Corporate Services Consulting (c) 2019; used by licensing permissions Buyer Ratings Guide Competitive Landscape The distribution of providers across the corporate services consulting landscape in 2019 is consistent with that of 2018. This is not to suggest there has been a lack of corporate and business development by the Vanguard players since last year. All, in fact, are focused on the automation opportunity and on helping clients shift from single-country, single-function models to something more integrated, more global, or both. Most are investing to some degree in ecosystem expansion to build capabilities in agile, analytics, and, of course, intelligent automation. The rising tide of innovation has raised everyone’s game, rendering the roster of competitors within each of the three Vanguard panels the same as last year. The real differentiators between Vanguard Leaders, Challengers, and Contenders this year are twofold. One is having deep expertise in each of the functions that comprise corporate services, including at the industry level. The other is an ability to seamlessly combine strategy, operations, and digital consulting with the non-consulting services and capabilities of a proprietary ecosystem. Those that exhibit both have a clear lead in this market. It should
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