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Copyright © 2019 Everest Global, Inc.
This document has been licensed for exclusive use and distribution by Accenture
EGR-2019-24-E-3032
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Everest Group PEAK Matrix™ for MPHRO
Service Providers 2019
Focus on Accenture
January, 2019
2Copyright © 2019, Everest Global, Inc.
EGR-2019-24-E-3032
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Introduction and scope
Everest Group recently released its report titled “Multi-Process Human Resources Outsourcing (MPHRO) – Service Provider
Landscape with Services PEAK Matrix™ Assessment 2019.” This report analyzes the changing dynamics of the MPHRO
landscape and assesses service providers across several key dimensions.
As a part of this report, Everest Group updated its classification of 20+ service providers on the Everest Group PEAK Matrix™ for
MPHRO into Leaders, Major Contenders, and Aspirants. The PEAK Matrix is a framework that provides an objective, data-
driven, and comparative assessment of MPHRO service providers based on their absolute market success and delivery
capability. Everest Group also identified three service providers as the “2019 MPHRO Market Star Performers”
based on the strongest forward movement demonstrated on the PEAK Matrix year-on-year.
Based on the analysis, Accenture emerged as a Leader. This document focuses on Accenture’s MPHRO experience and
capabilities and includes:
⚫ Accenture’s position on the MPHRO PEAK Matrix
⚫ Detailed MPHRO profile of Accenture
Buyers can use the PEAK Matrix to identify and evaluate different service providers. It helps them understand the service
providers’ relative strengths and gaps. However, it is also important to note that while the PEAK Matrix is a useful starting
point, the results from the assessment may not be directly prescriptive for each buyer. Buyers will have to consider their
unique situation and requirements, and match them against service provider capability for an ideal fit.
Source: Everest Group (2019) unless cited otherwise
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Vision and capability
(Measures ability to deliver services successfully)
Mark
et
imp
act
(Measure
s im
pact cre
ate
d in t
he m
ark
et)
High
High
LeadersMajor ContendersLeaders
Major Contenders
Aspirants
Star Performers
1 PEAK Matrix specific to MPHRO services
2 Assessment for Capita, CGI, Hexaware, MHR, Toutatis, and Wipro excludes service provider inputs on this particular study, and is based on Everest Group’s estimates which leverage
Everest Group’s proprietary Transaction Intelligence (TI) database, ongoing coverage, the service provider’s public disclosures, and interaction with buyers
Everest Group Multi-Process Human Resource Outsourcing (MPHRO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 20191,2
Low
Low
Aspirants
AccentureADP
Alight Solutions
Capgemini
Capita
CGI
Conduent
DXC Technology
Hexaware
IBM
Infosys
MHR
Neeyamo
NGA HR
OneSource Virtual
TCS
Toutatis
WNS Wipro
Zalaris
Everest Group PEAK Matrix™Multi-Process Human Resource Outsourcing (MPHRO) – Service Provider Landscape
with Services PEAK Matrix™ Assessment 2019 | Accenture positioned as Leader
4Copyright © 2019, Everest Global, Inc.
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Accenture (page 1 of 4)
MPHRO service capability and strategy
Company profile: Accenture is a leading global professional services company,
providing a broad range of services and solutions in strategy, consulting, digital,
technology, and operations. It has offices and operations in more than 200 cities
in 55 countries with approximately 459,000 employees.
Headquarters: Dublin, Republic of Ireland
Key leaders: Pierre Nanterme, Chairman and Chief Executive Officer; Debra A.
Polishook, Group Chief Executive, Operations; Jill Goldstein, Talent and HR
Business Process Services Lead, Operations
Website: www.accenture.com
Current MPHRO technology strategy
⚫ Overview: Accenture is a technology-independent service provider, working
with traditional, on-premise, and SaaS technology providers. Solutions are
supplemented with proprietary technologies such as HR portal, Accenture
intelligent analytics platform, and the Accenture operations navigator
⚫ Technology models supported:
Total HRO delivery FTEs = ~7,100
Current MPHRO market segment focus
⚫ Buyer segment: Targets buyers interested in broader value proposition in terms of
return on investment in workforce performance and productivity
⚫ Geography: North America, Europe, Asia Pacific, Latin America, and Africa
Recent HRO-related developments/investments
Areas Developments/investments
M&A/ partnership
Alliances with key vendors such as SuccessFactors, ServiceNow, Workday, SAP, ADP, and Oracle to provide end-to-end solutions that include services and technology in a fully integrated service delivery model
HRtechnology-related
⚫ Investment in Employee Experience Platform, a portal with advanced digital & social capabilities, HR case management, and content management as well as a new joiner onboarding portal
⚫ Created Cloud HCM CoEs for Workday and SuccessFactors to drive innovation across talent and HR business process services
⚫ Invested in 20+ innovative application extensions to SuccessFactors leveraging SAP Leonardo technologies (Machine Learning (ML), predictive analytics, and Internet of Things (IoT))
⚫ Developed “Accenture myConcerto,” a fully integrated & client-centric, digital innovation, collaboration, and delivery platform that powers enterprise transformation with new SAP & Oracle solutions
Analyticsand mobile
Significant investments in HR analytics to improve talent sourcing, talent development, increase engagement, and reduce attrition
Others
Investments in automation, RPA, virtual assistants, and artificial intelligence to drive significant time-saving benefits as well as investments in industry, technical, digital, and functional training to enable transformational HR operations delivery
Offshore1 Nearshore1 Onshore
4,500 1,050 1,550
Tie-and-run
Support/
augmentation
Customized replacement /
implementation
Platform-based
solution
✓ ✓ ✓ ✓
1 FTEs located in offshore (India, China, and Southeast Asia) or nearshore locations (Eastern Europe and Latin America) and delivering services for North America or Western Europe
Recruitment
and selection
Benefits Payroll HRISGlobal
mobility
Learning Compen-
sation
Regulatory and
compliance
Performance
management
Employee
relations
Contact
center
Offered as MPHRO solution Offered on a stand-alone basis Not offered SERVICE SUITE
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Major MPHRO clients
⚫ A large Italian telecommunications company
⚫ A large paper company
⚫ A Italian banking group
⚫ An American retailer of women's clothing
MPHRO revenue (ACV) industry mix
15-20%
10-15%
10-15%5-10%
5-10%
5-10%
5-10%
Accenture (page 2 of 4)
MPHRO client portfolio
MPHRO buyer size mix
63%
37%
100% = 88 deals
Large
market
Mid-market
MPHRO revenue (ACV) geography mix
45%
30%
20%
5%
100% = US$536 million1
EMEA
APAC
North America
LATAM
100% = US$536 million1
Healthcare
(1-5%)
High-tech
Financial services
Retail
Services
Manufacturing
Energy
Others (10-15%)
Government (1-5%)
Telecom
MPHRO experience
Total number of current MPHRO clients – 88
Recent MPHRO wins
Signed 18 new deals in the last 12 months, some of the new clients are – a national public broadcasting company in Italy, a Swedish power company, a
French utilities company, a Swiss transnational food and drinks company, and a large paper company
1 Based on Everest Group’s definition of MPHRO and analyst estimates
6Copyright © 2019, Everest Global, Inc.
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Accenture (page 3 of 4)
Key MPHRO delivery locations
San Antonio
Belo Horizonte
Buenos Aires
Johannesburg
Manila
CebuChennaiBangalore
Mumbai
Delhi Shanghai
Kumamoto
Dalian
Chengdu
Bucharest
Palermo
RomeTimisoara
Prague
Germany
Netherlands
Milton KeynesChesterfield
Paris
Madrid
San Jose
London
Singapore
7Copyright © 2019, Everest Global, Inc.
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Market impact Vision and capability
Market
adoption Portfolio mix Value delivered Overall
Scope of
services
offered
Innovation and
investments
Delivery
footprint
Vision and
strategy Overall
Accenture (page 4 of 4)
Everest Group assessment – Leader
Strengths Areas of improvement
⚫ Accenture is a Leader on the MPHRO PEAK Matrix, with one of the
highest revenues in the industry
⚫ Its expertise in both transactional and judgment-intensive HR processes
is its key strength. This enables it to deliver services across the “hire-to-
retire” cycle for its clients
⚫ In addition to its partnerships with leading third-party cloud solution
vendors (ServiceNow, Workday, SAP SuccessFactors, and Oracle
Cloud), it has invested in CoEs and acquired various cloud consulting
firms to strengthen its capabilities across the consult-to-operate spectrum
⚫ The development of digital solutions, such as employee experience
platform, virtual assistant, translation-enabled chat, and insights platform,
enable it to achieve an employee-centric service delivery model
⚫ It has invested heavily in RPA and has deployed multiple minibots across
several deals to automate high-volume and transactional HR processes
⚫ Reference clients cited cost reduction, improving flexibility & agility, and
proactiveness, in addition to relationship management as its
major strengths
⚫ Although Accenture has a strong presence in the Asia Pacific region, its
growth, in terms of new deals won, is relatively low; it should
aggressively focus on marketing its BPaaS offerings to thwart the
competition and win more deals in this promising region
⚫ It should continue to strengthen its leadership position in the market
through higher operationalization of next-generation HR services. For
instance, the high operationalization of RPA robots in MPHRO service
delivery should be complemented by more on-ground implementation of
HR analytics and Artificial Intelligence (AI)
⚫ Although serving large and complex clients is right up Accenture’s
alley, it should try to diversify its portfolio and develop tailored offerings
for the mid-market (<15,000 buyer employees) to further increase its
market share
Measure of capability: High Low
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Appendix
9Copyright © 2019, Everest Global, Inc.
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HR strategy Employee relationsRegulatory and
compliance
⚫ Policies
⚫ Procedures
⚫ HR job roles
⚫ Budgeting/forecasting
⚫ Workforce planning
⚫ M&As/divestitures
⚫ Values and ethics
⚫ HR strategy & planning
⚫ People strategy
⚫ Diversity & inclusion
⚫ Strategy
⚫ Performance / conflict
resolution
⚫ Union relations
⚫ Employee assistance
programs
⚫ Communication
⚫ Vendor management
⚫ Exit administration
⚫ Strategy
⚫ Workforce diversity and
anti-discrimination
⚫ Government reporting
⚫ Claims/audits
⚫ Vendor management
⚫ Data privacy
Global mobility*Performance &
succession*Learning*,** Recruitment*,** Compensation*,**
Rewards &
Recognition*
⚫ Strategy and policy
development
⚫ Assignment package
⚫ Pre-departure activities
⚫ On-assignment activities
⚫ Property services
⚫ Moving services
⚫ Policy exceptions
⚫ Tax planning administration
⚫ Vendor management
⚫ Visas
⚫ Repatriation
⚫ Strategy
⚫ Career development
⚫ Succession planning
⚫ Employee engagement
surveys
⚫ Collation and analysis
⚫ Vendor management
⚫ Strategy
⚫ Curriculum development
⚫ Content design
⚫ Content development
⚫ Content management
⚫ Registration management
⚫ Scheduling
⚫ Evaluation management
⚫ Vendor management
⚫ Strategy
⚫ Sourcing
⚫ Screening
⚫ Applicant tracking
⚫ Interview scheduling
⚫ Candidate assessment
⚫ Background checking
⚫ Offer letter management
⚫ Onboarding
⚫ Vendor management
⚫ Strategy
⚫ Job analysis/descriptions
⚫ Job architecture
⚫ Job pricing
⚫ Salary increases
⚫ Salary administration
⚫ Salary review
⚫ Bonuses/incentives/awards
⚫ Stock options/purchase
program
⚫ Share plans
⚫ Commissions/draws
⚫ Compensation statement
⚫ Vendor management
⚫ R&R strategy
⚫ Spend data analysis
⚫ Catalogue design
⚫ R&R management
⚫ Nomination & approval
cycle management
⚫ Rewards fulfilment
⚫ Branding of R&R program
⚫ Day-to-day order
management
⚫ Billing & payments
⚫ MIS support & reporting
⚫ Vendor management
Benefits*,** Payroll*,**Employee data
management* Everest Group defines MPHRO deals as HRO deals in which
⚫ A minimum of three HR processes are included
⚫ The buyer employee size is 3,000 or more
* MPHRO – Outsourcing of multiple HR processes to one service
provider in an integrated way
** SPHRO – Outsourcing of single stand-alone HR process
Major SPHRO markets are:
⚫ Payroll outsourcing
⚫ Recruitment Process Outsourcing (RPO)
⚫ Learning Services Outsourcing (LSO)
⚫ Benefits Administration Outsourcing (BAO)
⚫ Strategy
⚫ Healthcare plans
⚫ Defined benefit plans
⚫ Defined contribution plans
⚫ Workers’ compensation
⚫ Ancillary benefit
administration
⚫ Leave programs
(e.g., LOA)
⚫ Health and safety
⚫ Vendor management
⚫ Wellness plans
⚫ Strategy
⚫ Payroll preparation
(build to gross)
⚫ Payroll calculation
(gross to net)
⚫ Payroll distribution
⚫ Reconciliation
⚫ Third-party payments
⚫ Payroll tax reporting and
filing
⚫ Vendor management
⚫ Employee data changes
⚫ Status changes
⚫ New hire processing
⚫ Transfer processing
⚫ Cost center assignments
⚫ Time and attendance
⚫ Travel and expense
administration
⚫ Unemployment
administration
⚫ Exit processing
⚫ Vendor management
HR information systemsEmployee
contact center
Reporting and
analytics
++
+++
Strategy
Operational
services
Value-added
services
Everest Group HRO process map
10Copyright © 2019, Everest Global, Inc.
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Everest Group PEAK Matrix™ is a proprietary framework
for assessment of market impact and vision & capability
Everest Group PEAK Matrix
Vision & capability
Measures ability to deliver MPHRO services successfully
High
Low
Low High
Leaders
Aspirants
Ma
rke
t im
pa
ct
Measure
s im
pact cre
ate
d in t
he m
ark
et
Major Contenders
11Copyright © 2019, Everest Global, Inc.
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Services PEAK Matrix™ evaluation dimensions
Measures impact created in the market –
captured through three subdimensions
Market adoption
No. of clients, revenue base, and
YOY growth, deal value/volume
Portfolio mix
Diversity of client/revenue base
across geos and type of
engagements
Value delivered
Value delivered to the client
based on customer feedback
and transformational impact
Vision and strategy
Vision for the client and itself;
future roadmap and strategy
Scope of services offered
Depth and breadth of services
portfolio across service sub-
segments / processes
Innovation and investments
Innovation and investment in the
enabling areas, e.g., technology
IP, industry/domain knowledge,
innovative commercial
constructs, alliances, M&A, etc.
Delivery footprint
Delivery footprint and global
sourcing mix
Measures ability to deliver services successfully.
This is captured through four subdimensions
Mark
et
imp
act
Vision & capability
Major Contenders
Leaders
Aspirants
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FAQs
Does the PEAK Matrix™ assessment incorporate any subjective criteria?
Everest Group’s PEAK Matrix assessment adopts an unbiased and fact-based approach (leveraging service provider / technology vendor RFIs and
Everest Group’s proprietary databases containing providers’ deals and operational capability information). In addition, these results are validated /
fine-tuned based on our market experience, buyer interaction, and provider/vendor briefings
Is being a “Major Contender” or “Aspirant” on the PEAK Matrix, an unfavorable outcome?
No. The PEAK Matrix highlights and positions only the best-in-class service providers / technology vendors in a particular space. There are a number of
providers from the broader universe that are assessed and do not make it to the PEAK Matrix at all. Therefore, being represented on the PEAK Matrix is
itself a favorable recognition
What other aspects of PEAK Matrix assessment are relevant to buyers and providers besides the “PEAK Matrix position”?
A PEAK Matrix position is only one aspect of Everest Group’s overall assessment. In addition to assigning a “Leader”, “Major Contender,” or “Aspirant” title,
Everest Group highlights the distinctive capabilities and unique attributes of all the PEAK Matrix providers assessed in its report. The detailed metric-level
assessment and associated commentary is helpful for buyers in selecting particular providers/vendors for their specific requirements. It also helps
providers/vendors showcase their strengths in specific areas
What are the incentives for buyers and providers to participate/provide input to PEAK Matrix research?
⚫ Participation incentives for buyers include a summary of key findings from the PEAK Matrix assessment
⚫ Participation incentives for providers/vendors include adequate representation and recognition of their capabilities/success in the market place,
and a copy of their own “profile” that is published by Everest Group as part of the “compendium of PEAK Matrix providers” profiles
What is the process for a service provider / technology vendor to leverage their PEAK Matrix positioning and/or “Star Performer” status ?
⚫ Providers/vendors can use their PEAK Matrix positioning or “Star Performer” rating in multiple ways including:
– Issue a press release declaring their positioning. See citation policies
– Customized PEAK Matrix profile for circulation (with clients, prospects, etc.)
– Quotes from Everest Group analysts could be disseminated to the media
– Leverage PEAK Matrix branding across communications (e-mail signatures, marketing brochures, credential packs, client presentations, etc.)
⚫ The provider must obtain the requisite licensing and distribution rights for the above activities through an agreement with the designated POC at
Everest Group.
Does the PEAK Matrix evaluation criteria change over a period of time?
PEAK Matrix assessments are designed to serve present and future needs of the enterprises. Given the dynamic nature of the global services market and
rampant disruption, the assessment criteria are realigned as and when needed to reflect the current market reality as well as serve the future expectations
of enterprises
About Everest Group
Everest Group is a consulting and research firm focused on strategic IT, business
services, and sourcing. We are trusted advisors to senior executives of leading
enterprises, providers, and investors. Our firm helps clients improve operational
and financial performance through a hands-on process that supports them in making
well-informed decisions that deliver high-impact results and achieve sustained value.
Our insight and guidance empower clients to improve organizational efficiency,
effectiveness, agility, and responsiveness. What sets Everest Group apart is the
integration of deep sourcing knowledge, problem-solving skills and original research.
Details and in-depth content are available at www.everestgrp.com.
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