Register now for a webinar with SAP and The Hackett Group – 10.00am BST/11.00am CEST, Tuesday 19 May
Over the last few years shared service centers have been giving way to a new phenomenon Global Business Services (GBS). Why? Because they deliver significant cost, quality and productivity improvements.
So what’s the recipe for success? The first ingredient is breaking down the barriers between functions. Shared services centers were function-centric and focused on delivering transaction excellence. Successful GBS, however, deliver end-to-end processes that drive additional value for the enterprise.
The second ingredient is investment in technology. One of the key characteristics of a GBS is a strong customer service and performance culture. So it’s not surprising that top performing GBS invest heavily in technologies such as KPI dashboards, service management tools, contact center tools, and knowledge management.
The third ingredient is attracting and retaining the right, highly skilled staff. In recent Hackett Group research this was ranked as the highest external risk factor impacting the success of GBS.
But these three ingredients alone don’t make a successful GBS. There is a secret sauce that top performing companies add to the recipe – process ownership. It’s well established at world-class GBS, with 68% of companies having owners for ATR and OTC. And it’s taken seriously – 97% of process owners are director level or higher.
Why is process ownership so important and how can it benefit your organization?
To learn more join us at our webinar where The Hackett Group will be revealing their latest research, including highlights from their 2015 Group Annual Global Business Services Performance Study – 10.00am BST/11.00am CEST on Tuesday 19th May.