外包的未来：重新思考一切

Outsourcing’snewera:FromtransactionstotransformationsIt’s hard to tell what’s moving faster these days—a company’s business needs or theoutsourcing models that support them.What’s clear, though, is that both are changing, fast. And the organizations that understandthis shift—and recalibrate how they design, contract, and manage outsourced services—may be better equipped to meet emerging challenges and prepare for what’s ahead.© 2025 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent memberfirms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. USCS031170-1A Indeed, outsourcing is entering a new era—one defined not just bylocation and labor arbitrage, but also by a more purposeful and strategicorchestration of technology, talent, and delivery models. Forward-lookingorganizations are now pursuingtechnology-enabled transformationthrough outsourcing—leveraging artificial intelligence (AI), automation,and dynamic new partnership frameworks to modernize operations,enhance productivity, and access hard-to-find talent.At the same time, outsourcing is becoming more complex. What wasonce a relatively linear, transactional model—defined by “lift-and-shift”strategies—is evolving into a multidimensional service ecosystem ofproviders, global capability centers (GCCs), technology and automationlayers, and hybrid delivery teams.This shift has been building over the pastfew years, driven by evolving business needs and new capabilities. But it’snow poised to redefine how companies design, manage, and extract valuefrom outsourcing going forward.The changes are a direct response to challenges felt across industries:•Cost pressures and shrinking margins•Access to in-demand talent across a growing number of essentialfunctions•The rise of remote work and distributed delivery•Leveraging leading technologies—AI, automation, data andanalytics—that seem to change by the minute•Growing complexities in areas such as tax management, internal auditrequirements, and regulatory activity such as tariffs•The need to more rapidly scale innovation and transformation acrossthe entire enterprise.© 2025 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent memberfirms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. USCS031170-1AThe Future of Outsourcing:Rethink Everything Amid these pressures, organizations are looking for more from their serviceproviders. Per recent KPMG research, 81 percent of companies want providers tobe strategic collaborators, not “vendors.”1And three out of four companies wanthelp pursuing transformational outcomes such as new business models andtechnology innovation—not just transactional tasks and cost takeout.Meeting these expectations requires more than sourcing expertise. It demandsstrategic alignment, cross-functional governance, and a new kind of operatingmindset—one that treats outsourcing as a continuously evolving capability ratherthan a one-time decision.To better understand the future of outsourcing, we need to look beyondsimple cost metrics or geographic shifts. What’s emerging is a more strategic,orchestrated approach—one that spans how companies source talent, embedtechnology, structure contracts, and manage change.It’s a transformation that is playing out across five key areas:Let’s take a closer look at each of these areas—and how organizations cannavigate today’s changes while preparing for the dynamic future of outsourcingthat lies ahead.An evolving delivery ecosystemthat’s more hybrid,distributed, and orchestration-heavyA new partnership ethosthat moves beyond service levelagreements (SLAs) to business outcomes, collaboration, and trustA shifting provider mindsetthat embraces AI, automation,and productized valueThe growing role of procurementas a strategic sourcing andtransformation enablerThe rising complexity of dealsas providers and buyers adaptto these fast-moving changes.010203040512024-2025 KPMG and HFS Managed Services Outlook© 2025 KPMG LLP, a Delaware limited liability partnership and a member firm of the KPMG global organization of independent memberfirms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. USCS031170-1A TheevolvingecosystemCompanies today are navigating far more complex servicedelivery environments, which include a mix of third-partyproviders, GCCs, internal teams, and embedded automation.In many organizations,allof these models coexist.The challenge is no longer whether to outsource. It’s how toorchestrate across delivery models in a way that supportsbusiness goals, resilience, and continuous transformation.But, in a more complex environment, making thatorchestration work requires structured frameworks andtighter governance. Outsourcing is no longer a binary,“see