This report is available only to GBS & Shared Services members. For information on membership, please contact us

Building Centers of Excellence (CoEs) has become an imperative for Global Business Services (GBS) organizations and is critical to develop distinctive high-value capabilities, enable cross-functional collaboration, and increase the value delivered beyond labor arbitrage. In the post-pandemic world, GBS organizations have an opportunity and obligation to unlock new ways of creating value by accelerating efforts to build and scale CoEs.

Based on an analysis of 100+ GBS organizations, this playbook defines CoEs in the context of GBS firms and the rationale for building CoEs within GBS. The study is the industry’s first playbook that provides a framework for GBS leaders to develop successful CoEs. It breaks down the components of an effective CoE and examines their role, focus areas, governance mechanisms, challenges, market success stories, and necessary steps to build strategic CoEs in GBS organizations.

Scope:

All industries and geographies

Contents:

In this report, we study:

• The definition of CoE for a GBS organization
• The rationale for investing in CoEs
• A framework for building successful CoEs within GBS organizations
• Case studies of best-in-class GBS-based CoEs