This article provides a detailed response to: What are business support functions? For a comprehensive understanding of Operational Excellence, we also include relevant case studies for further reading and links to Operational Excellence best practice resources.
TLDR Support functions like Human Resources, IT, and Finance are essential for maintaining infrastructure and enabling core business operations to thrive efficiently.
TABLE OF CONTENTS
Overview Framework for Evaluating Support Functions Real-World Examples Best Practices in Operational Excellence Operational Excellence Case Studies Related Questions
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Before we begin, let's review some important management concepts, as they relate to this question.
Understanding what are support functions in business is crucial for any C-level executive aiming to streamline operations and enhance efficiency within their organization. Support functions, often considered the backbone of an organization, encompass a wide range of activities and departments that provide essential services and support to the core business operations. These functions do not directly contribute to profit generation but play a vital role in maintaining the infrastructure and environment necessary for the core activities to thrive.
At the heart of support functions lies the goal of enabling and empowering the primary business activities to operate smoothly and efficiently. This is achieved through a variety of services including Human Resources, Information Technology (IT), Finance, Administration, Legal, and Facility Management, among others. Each of these functions operates as a cog in the larger machine of the organization, ensuring that the operational framework is solid, risks are managed, and strategic objectives are supported. In essence, without effective support functions, an organization's ability to perform and compete would be severely compromised.
The strategic importance of support functions has been highlighted in numerous studies by leading consulting firms. For example, McKinsey & Company has emphasized the transformational impact that digitizing support functions can have on overall organizational efficiency and effectiveness. By adopting digital tools and processes, organizations can significantly reduce operational costs, improve service delivery, and enhance decision-making capabilities. This approach to modernizing support functions is not just about cost savings; it's about creating a more agile, responsive, and innovative organization.
Framework for Evaluating Support Functions
When considering the optimization of support functions, it's essential to employ a strategic framework that aligns with the organization's overall goals and objectives. This involves a thorough analysis of each function's performance, cost-effectiveness, and alignment with the strategic direction of the organization. A common template used by consulting firms involves assessing the current state, identifying gaps and inefficiencies, and then designing a tailored strategy for transformation or improvement.
One actionable insight for executives is the implementation of shared services models or outsourcing non-core activities. This strategy can lead to significant cost reductions and efficiency gains by consolidating similar functions across different parts of the organization into a single, centralized unit. For instance, a centralized IT support function can serve multiple departments more efficiently than having separate teams within each department.
Another critical aspect is the integration of technology and automation in support functions. Digital Transformation initiatives, such as the implementation of AI and machine learning for data analysis and decision support, can significantly enhance the efficiency and effectiveness of these functions. The key is to view support functions not as cost centers but as value-adding components of the organization that can drive innovation and strategic advantage.
Real-World Examples
Several leading organizations have successfully transformed their support functions to drive efficiency and support strategic objectives. Google, for instance, has leveraged its expertise in data analytics and machine learning to optimize its HR function, using predictive analytics to improve employee retention and recruitment processes. Similarly, Amazon has streamlined its finance operations through automation and advanced data analytics, enabling real-time financial decision-making and reporting.
In the realm of IT, Microsoft has adopted a cloud-first strategy that not only reduced its IT operational costs but also enhanced its agility and innovation capacity. By moving its internal operations to the cloud, Microsoft was able to scale resources dynamically, improve security, and accelerate the deployment of new applications and services.
For C-level executives looking to optimize their organization's support functions, the key is to approach this challenge with a strategic mindset. By understanding the critical role that these functions play, employing a robust framework for evaluation and transformation, and leveraging technology and innovative practices, organizations can significantly enhance their operational efficiency and strategic agility. The evolution of support functions from mere cost centers to strategic enablers is a journey that requires vision, leadership, and a commitment to continuous improvement.
Best Practices in Operational Excellence
Here are best practices relevant to Operational Excellence from the Flevy Marketplace. View all our Operational Excellence materials here.
Explore all of our best practices in: Operational Excellence
Operational Excellence Case Studies
For a practical understanding of Operational Excellence, take a look at these case studies.
Operational Excellence Strategy for Boutique Hotels in Leisure and Hospitality
Scenario: A boutique hotel chain operating in the competitive leisure and hospitality sector is facing challenges in achieving Operational Excellence, hindered by a 20% increase in operational costs and a 15% decrease in guest satisfaction scores.
Operational Excellence Enhancement in Semiconductor Industry
Scenario: The company is a mid-sized semiconductor firm grappling with production inefficiencies and escalating operational costs.
Operational Efficiency Enhancement in Renewable Energy
Scenario: The organization is a mid-sized renewable energy operator struggling with scaling its operations effectively.
Operational Excellence in Telecom for High-Growth European Market
Scenario: The telecommunications firm in the European market is facing challenges in sustaining its Operational Excellence amidst a rapidly expanding customer base.
Operational Excellence Initiative for Luxury Retailer in Competitive Market
Scenario: A luxury fashion retailer is grappling with sluggish inventory turnover and high operational costs amidst fierce competition.
Operational Excellence Strategy for Mining Company in South America
Scenario: A South American mining company, striving for operational excellence, faces a decline in global commodity prices that has eroded its profit margins by 20% over the past two years.
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Related Questions
Here are our additional questions you may be interested in.
Operational Excellence, Management Consulting
This Q&A article was reviewed by Joseph Robinson. Joseph is the VP of Strategy at Flevy with expertise in Corporate Strategy and Operational Excellence. Prior to Flevy, Joseph worked at the Boston Consulting Group. He also has an MBA from MIT Sloan.
To cite this article, please use:
Source: "What are business support functions?," Flevy Management Insights, Joseph Robinson, 2025
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