Cross-functional Collaboration in Shared Service Centers / Global In-house Centers

28 Nov 2018
by Shailee Raychaudhuri, Rohitashwa Aggarwal

This report is available only to GICs & Shared Services (GIC/SS) members. For information on membership, please contact us

Business needs of global organizations are evolving, and so are their Global In-house Centers (GICs) or Shared Services Centers (SSCs). Having established mature capabilities for back-office and middle-office services over the last two decades, GICs/SSCs are now stepping up to focus on delivering value beyond arbitrage. This includes higher focus on driving revenue impact, improving end-customer experience, developing global leaders, supporting innovation, and new product development, among other things. In this journey, GICs/SSCs are intentionally increasing cross-functional collaboration among different teams within the GIC/SSC to make the most of their internal capabilities and work in an agile, more efficient manner, to deliver better business outcomes.

In this document, you will find answers to the following questions:

  • Why adopt cross-functional collaboration in GICs/SSCs?
  • How will my GIC/SSC benefit from cross-functional collaboration?
  • What are the different types of cross-functional collaboration?
  • How are GICs/SSCs approaching cross-functional collaboration?
  • What’s the current adoption level? (including case studies)
  • Which are the areas where I can benefit from this? How do I prioritize where to implement first?
  • What are the key enablers for success adoption? What are the best practices?

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