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Professional GBS® Performance Tracking

How Metrics Can Boost Business Results and GBS Impact
For full course details, please download our brochure
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If there is a lack of awareness of the excellent service level performance of your GBS organization, then this pillar will be of value.

 

Pillar Overview

  • To help organizations identify the simplest possible yet powerful measures/KPIs that are relevant for the business and accurately depict the performance and value creation of GBS.
  • To identify the right performance metrics for the different target audiences (end users, process owners, senior business clients, GBS operations resources, etc.)
  • To distinguish between in-process metrics and outcome metrics that are relevant to the business.
  • To articulate a communications strategy that helps build trust and equity for GBS among users and clients.
  • To implement the right KPIs even when the underlying data is not all available.
  • The outcomes/results: The identification of in-process and outcome KPIs at a granular level for different target audiences via workshops for individual GBS services.

Download the Professional GBS® Performance Tracking Brochure

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Who Should Attend

The intended attendees are mid-level GBS leaders in any sized GBS organization. They should include Service Managers who are accountable for defining the performance of their respective services. GBS Operational Managers who deliver Service Operations would also benefit from the structured approach to defining GBS performance metrics. We recommend that this design work be done ideally at an end-to-end service level and be chartered appropriately so workshop attendees are empowered to make decisions on behalf of their companies.

This workshop requires that Service Managers and Operations Managers have previously gone through the Professional GBS modules of Service Management and Operations Management, respectively.

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Why It Matters

The biggest challenge for most GBS service leaders is to identify the relevant metrics for different types of users and clients. Most GBS services share too much information about KPIs, which does not build trust and credibility. Consequently, most of the communications around GBS metrics end up being ignored. The opportunity here is to work backward from the KPI communication needs of the different target audiences, such as senior leaders vs operational managers vs users. Doing this systemically builds trust in the GBS organization.

If the right set of relevant performance measures are not established, the equity of the GBS service is in danger of being defined by situational, one-off issues, despite the best efforts of the GBS organization to deliver performance outcomes.

What Sets Us Apart

Inixia offers best-in-class training led by best-in-class instructors. But don’t just take it from us.

We’ve worked with dozens of Fortune 500 companies.

The course provided me with valuable theoretical knowledge and practical examples (real cases) that I've already begun applying in my daily work. Particularly impactful were the strategies I learned, such as "Less is more," “conducting 1:1 sessions with stakeholders and sponsors”, “embracing the concept of Love the Problem," and effectively communicating the benefits through "Amplifying the Message" and "What's in it for me?". This holistic approach has already started to positively influence my transformation journey within the company.

Mirela Covolam

“The Professional GBS® Certification Program is a priceless training program for both seasoned and novice shared services leaders. The program equipped me with the knowledge, network, and practical tactics I needed to create a strategy for my HR Shared Services team and provide value to my clients.”

Bryan M Hauhe - Sr Manager, HR Services, DLA Piper

For further information and booking details, please download the Professional GBS® Performance Tracking Brochure

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