Many GBS/Shared Service organizations continue to struggle or sometimes stall in their maturity in how they are providing true business value to their companies. While it is very typical and important that many start their journey by providing cost-effective services for some of the core transactional work processes (e.g., payroll, accounts payable), the end goal can be more aspirational.
The way in which we bring Service Management to GBS/Shared Service organizations goes beyond purely cost savings and into a higher-level value proposition. These service organizations must be seen as peers/partners in the company, not simply as ‘service providers’. Entities that do not evolve in how they are truly leading their services, from the way in which they are designed to having clear strategies, will struggle to remain relevant and continue to play a key role within their companies.
A strong Service Management approach, with the key mindsets, skills, and tools is critical to ensure you will have the ability to innovate, to motivate your workforce, and to ensure you’re ultimately meeting the core and transformational needs within the organization.
While many will say they are doing ‘Service Management,’ they are essentially ‘delivering’ services, providing the strong and critically important areas within Operations Management. A focus on Service Management will enable the organization to be more ‘on’ the business in addition to being ‘in’ the business.