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GBS Insights

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Analytics, trends and actionable intelligence for the Global Business Services community.

Latest in GBS Insights

Introduction to GBS

Introduction Global Business Services (GBS) represents a critical driver of optimized performance across business services and serves as a primary vehicle for digital transformation within organizations. The concept encompasses various interpretations, ranging from small offshore centers to comprehensive transformational engines that combine digital transformation with shared services. The professionalization of GBS is paramount, as a […]

Business Case and Value Proposition for GBS Introduction

Global Business Services (GBS) represents a critical driver of optimized performance across business services and serves as a primary vehicle for digital transformation within organizations. The business case for GBS extends beyond traditional cost reduction to encompass value creation, operational excellence, and strategic transformation. Understanding the comprehensive value proposition is essential for organizations considering or […]

GBS Organization Model

Introduction The Global Business Services (GBS) organization model represents a strategic approach to centralizing, standardizing, and optimizing business processes across an enterprise. As organizations evolve their operational frameworks, the GBS model has emerged as a critical construct for driving efficiency, transformation, and value creation. This article explores the key components, evolution paths, and considerations for […]

Creating a GBS Service Charter

Introduction A service charter is a foundational document that defines and communicates the purpose, value proposition, and scope of a Global Business Services (GBS) offering. It serves as a critical tool for providing strategic clarity, aligning efforts across stakeholders, and establishing a clear roadmap for service delivery. The charter helps clarify overlapping services, align offerings, […]

Creating a GBS Service Charter

Defining Objectives

Introduction Operations management requires clear, well-defined objectives that align service delivery with organizational goals and customer expectations. The process of defining objectives involves translating broad business requirements into specific, measurable criteria while ensuring alignment between service providers and clients. This article explores the key aspects of defining operational objectives and their role in effective service […]

GBS Service Management Processes Introduction

Global Business Services (GBS) service management processes form the foundation for delivering value to organizations through standardized, efficient, and effective service delivery. These processes encompass the end-to-end management of services, from strategy and design to delivery and continuous improvement, ensuring alignment with business objectives and stakeholder needs. Core Service Management Framework Strategic Alignment Service management […]

SIPOC Methodology

Introduction SIPOC (Suppliers, Inputs, Process, Outputs, Customers) methodology is a fundamental framework in operations management that provides a high-level view of end-to-end workflows. This powerful tool helps organizations define process boundaries and understand key components of their operational processes, serving as a foundation for process improvement initiatives and operational excellence. Understanding SIPOC Components SIPOC charts […]

Operations Management Framework Introduction

Operations management forms the foundation of Global Business Services (GBS), focusing on delivering high-quality services while maintaining efficiency and driving continuous improvement. The framework encompasses three key areas: operations planning, operations control, and continuous improvement, creating an integrated cycle that ensures effective service delivery and ongoing enhancement. Foundational Elements Core Components Operations management combines technical […]

Core GBS Process Overview

Introduction Global Business Services (GBS) operates as a critical driver of optimized performance across business services and serves as a primary vehicle for digital transformation within organizations. The GBS framework encompasses comprehensive processes that enable organizations to deliver value beyond traditional cost savings, focusing on operational excellence, innovation, and strategic business transformation. Foundational Processes Service […]

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Empowering Leaders, Driving Transformation