Change is not a one-off and is not focused only on the transition of work. As Global Business Services (GBS) organizations gain or lose mandates, sponsorships, scope, and reach, they are involved in various GBS and enterprise initiatives – such as development of CoEs, project management, transformation, workforce management, CX, and EX, that require programmatic focus on change management. Unfortunately, there is no clear definition of change management in the context of GBS.

In this first-of-its-kind report, Everest Group partnered with Sourcing Change to understand how leading GBS organizations across the globe approach change management. This comprehensive report will help GBS leaders and change practitioners uncover several strategic and operational aspects of GBS change management practices spanning maturity, drivers, operating model, scope of work, time of involvement, staffing and talent model, governance mechanisms, and approaches to measure outcomes and fund change management competency within the GBS.

Scope

• This report is based on findings from a comprehensive 30-question survey and multiple one-on-one interviews
• The survey participants span industries, geographies, and GBS size, age, and maturity
• The study covers insights from 58 leading global market players and focuses on understanding change management in a GBS construct

Contents

In this report, we cover:

• Nine soundbites summarizing the current state of play in GBS change management
• In-depth assessment of key dimensions shaping GBS change management in leading organizations: strategy, catalyst, timing, role, operating model, reporting, planning, success factors, coverage, ownership, resourcing model, talent model, governance, funding, and performance management
• Four GBS change management personas defining different approaches to change
• Case studies based on experiences shared by best-in-class GBS and GBS change management leaders
• Several callouts that test the general market hypothesis on the state of play
• A holistic 12-step recommendation program to evolve GBS organizations’ change management practices

Membership(s)

GBS/SS