Governance Mechanisms and KPIs for Evolving GBS Organizations
Accelerator
27 Jan 2021
by
Rohitashwa Aggarwal, Kunal Anand
This Accelerator is available only to GBS & Shared Services members. For information on membership, please contact us
Over the years, GBS organizations have matured and evolved from cost centers and internal service providers to more strategic entities, driving business impact beyond cost arbitrage for the parent. As GBS organizations evolve, SLAs and KPIs to measure and monitor centers’ effectiveness also need to evolve.
This accelerator looks at GBS organizations and the impact they deliver, prevalent center-level performance metrics, and different performance governance mechanisms for high-value roles within GBS centers. It also highlights best practices to drive the successful implementation of performance metrics within GBS organizations.
Scope
All industries and geographies
Services: IT and business process services
Contents
Evolving role of GBS organizations and their impact
Prevalent GBS center-level performance metrics and their adoption within GBS organizations
Different performance governance mechanisms for CoEs/high-value teams in maturing GBS organizations
Examples of high-value roles and new KPIs for performance measurement
Best practices to drive the successful implementation of performance metrics
The global sourcing market grew rapidly to surpass US$211 billion in 2019, with Global Business Services (GBS) continuing to be an integral component of the sourcing model, accounting for ~27% of the market.
The success of GBS model in India, Irel…
