Service Delivery Innovation: Creating Client Value and Enhancing Profitability

A variety of forces shape the professional services industry - from fierce competition and globalization to the modularization of business processes and technology. Clients want professional services firms to deliver cost-effective services in smaller, fixed-price contracts, but at the same time want to retain highly seasoned professionals equipped to address their most challenging industry-specific process needs. To succeed in this environment, professional services firms must continually improve their service delivery methods to increase client value and profitability and lower costs.

This SAP paper reviews the forces that affect the professional services market today, and provides a listing key of operating and financial metrics that can measure the value created for firms when they commit their strategies to ongoing service delivery innovation.