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How to transform Global Business Services (GBS) into World-Class GBS Organization

Krzysztof Herdzik

Krzysztof Herdzik

GBS/SSC/BPO Practicioner

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Are you ready to transform your GBS organization into a world-class powerhouse?

First of all, it’s important to define what a world-class GBS organization looks like. At its core, it means having the capability to drive transformational change within the business and being a leader in delivering excellent service.

But without tangible measurements, the world-class GBS organization can be just a buzzword.

World-class GBS organization:

  1. In the people aspect: has about 30% lower attrition, doubling employee NPS score at the same time covering development program about 98% of all employees and more than 90% coverage in succession.
  2. Can double the effects of digitalization
  3. Can run processes at about 35% lower costs than average GBS still being on top of the quality
  4. Can generate short-time global cashflow forecast in less than 2h.

Those are just examples of benchmarks showing the difference between world-class GBS and the average.

So how do we get there?

  1. Set up a clear vision and strategy for the GBS and makes sure is known

One of the key factors in transforming a GBS center into a world-class organization is having a clear vision and strategy. This includes setting specific goals for the organization, identifying key performance indicators to measure success, and aligning all employees with the overall mission and objectives. Sounds obvious, but the majority of organizations do not have either a clear vision and strategy or communicate it to all levels of employees.

  1. Link GBS Strategy with your business strategy

It is expected to form GBS not only to follow the overall business strategy but become a high contributor to it. This means integrating people and digital capabilities into your processes and identifying key areas where GBS can add value to the business. It also involves constantly challenging yourselves to improve and innovate, taking calculated risks in pursuit of excellence. By linking GBS’s strategy with business strategy, you position yourself as a strategic partner and driver of growth for the entire company.

  1. Transform your operating model into the flexible machine

A world-class GBS center must also be able to adapt quickly to changes in the marketplace and embrace new technologies. A flexible operating model is a key to success in the digital age. GBS must be able to quickly adapt to changing needs and requirements, while still maintaining quality and efficiency. This can be achieved through a combination of streamlined processes, robust technology infrastructure, and a skilled and agile workforce. By adopting a flexible operating model, GBS can stay ahead of the curve and provide value to the business that is unmatched by traditional GBS organizations.

  1. Have a robust digital transformation strategy for your GBS

A robust digital transformation strategy is key for any GBS center looking to stay ahead of the curve and provide value to the business. It means having plans for automating processes, digitizing data, and using new technologies to improve efficiency and productivity. By embracing new technologies and adapting quickly to changes in the marketplace, GBS can become a true digital powerhouse and contribute to the overall success of the company. This involves not only implementing new technologies but also upskilling and re-skilling the workforce to ensure they have the necessary skills to thrive in a digital world.

  1. Upskilling and re-skilling the workforce in your GBS

The workforce in a GBS must be constantly upskilled and re-skilled to keep up with the latest changes in technology and the marketplace. This involves not only implementing new technologies but also upskilling and re-skilling the workforce to ensure they have the necessary skills to thrive in a digital world.

To thrive in a digital world, GBS employees need to be skilled in the latest technologies. This includes not only having knowledge of new technologies but also being able to adapt quickly to changes in the marketplace. Additionally, GBS employees must be able to work flexibly and be able to embrace new ways of doing things. By upskilling and re-skilling the workforce, GBS can ensure that they have the necessary skills to compete in a digital age.

  1. Change paradigm about the GBS leadership

In the GBS most of the leaders are doers. This guarantees that the service is delivered in the agreed manner. But to be a world-class GBS organization is not enough. Leadership needs to have a strong vision, and be great communicators and networkers. They need to constantly sell the GBS to the organization, be able to connect dots and stay in the centre of gravity.  The leadership also needs to constantly challenge itself, and the organization, to stay ahead of the curve, innovating and improving. By changing the GBS leadership paradigm to focus on vision and innovation, GBS can become a true driver of growth for the entire company.

  1. Embracing diversity in GBS

In addition to having a diverse workforce, embracing diversity in GBS also means valuing different perspectives and ideas. This can lead to greater innovation, as well as improved service for a diverse customer base. It involves creating an inclusive culture where all employees feel respected and valued, and where their unique experiences and backgrounds are seen as assets to the organization. By embracing diversity in all aspects, GBS can become a truly innovative organization that can adapt quickly to changes in the marketplace and provide exceptional value to the business.

  1. Collaborating with other functions

To be successful, GBS must collaborate closely with other functions within the company. This involves not only sharing information and resources but also actively seeking feedback and input on how GBS can improve and add value to the organization as a whole. By fostering strong partnerships with other departments, GBS can position itself as a true partner to the business and drive growth for the entire company. 

  1. Constantly seeking improvement

The journey toward becoming a world-class GBS organization is never-ending. It involves constantly seeking out ways to improve processes, technologies, skills, and overall performance. This means regularly assessing current practices and finding new solutions that will enhance efficiency and add value to the business. It also involves staying on top of industry developments and adapting quickly to changes in the marketplace. By continuously seeking improvement, GBS can position itself as a strategic partner and driver of growth for the entire company.

  1. Now you are ready to create a customer-centric mindset throughout the organization

This means not only focusing on customer satisfaction but also anticipating and proactively addressing their needs. By putting the customer at the center of everything GBS does, they can become a true partner to the business and contribute to overall success. This involves not only listening to customer feedback but also regularly assessing and improving processes and technologies to provide exceptional service. It also means encouraging employees to think creatively and come up with innovative solutions that will delight customers. With a strong focus on the customer, GBS can position itself as a strategic partner to the business and drive growth for the entire company.

Conclusions

By implementing these strategies, GBS can transform into a world-class organization that can provide exceptional value to the business and drives growth for the entire company. The journey toward becoming a world-class GBS organization may not be easy, but with the right mindset and focus, it is achievable. So let’s start taking action now to make it happen. Are you ready for the challenge?

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