Designing Future Ready
Global Business Services

Re-inventing GBS Organizations
from a Back-Office Cost Center to
a Digital Business Partner Service

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Introducing

A 5-Element Principle to Reconfigure your
Organization Structure and Operating Model
and Create Digital Business Partner Services

S

Strategic

Future-Ready

Design

C

Competing

Values

Oriented

O

Operating Model

Globally

Optimized

R

Reconfigured

Organization &

People Structure

E™

Enabling Tools

and

Digital Technology

  • Directed by Value Drivers
    Skills, Costs, Location, Technology

  • Organizational Commitments
    Continuity of transactional support but creating new focus on business enabling role

  • Organization Constraints
    Designed with constraints in mind

  • Aspirations
    Driven by future aspiration of innovation and agility

  • Transformation
    Big-Bang vs Incremental, New Culture, Change Resistance

  • Based on model developed by Kim S. Cameron and Robert E. Quinn
    Based on two Competing Values
    Internal vs External Orientation
    Stability vs Flexibility

  • Shared Services are usually in “Red” Hierarchy box
    Command-and-Control construct
    Focused on Efficiency and Timeliness
    Idea of stable operations

  • Aspirations
    Innovation needs “Create” competing value
    Flexible departmental culture best suited for “Compete”

  • Transformation
    Split Operating Model for different competing value services

  • Deconstruct existing shared services based on competing values

  • Continue Traditional Shared Services
    Transactional and Administrative
    Primarily back-office centered

  • Create Data-enabled services
    Big Analytics and Market Intelligence based on external data
    Combine internal and external data for Predictive Analytics

  • Innovation Culture
    Separate business-techno unit for experiments (Shared Services as a Collaborator)

  • Collaboration
    Strategic Outsourcing to create competitive edge
    SaaS Partnerships for scalability

  • Foster Collaboration
    Multi-functional Enabling Tools for collaboration

  • Artificial Intelligence Enabled
    Leverage AI-Enabled Tools wherever relevant especially for Big Data Mining including market intelligence and analytics

  • Internet-of-Things
    Developing Deep Insights through IoT devices about consumers and businesses

  • Cloud-Computing
    For flexibility, scalability, and global collaboration

  • Culture of Experiment
    Encourage and Incentivize employees

Digital Business
Partnership Advantages

Easy creation of new services to enable marketing and sales organization through analytics and market intelligence

Rapid emerging technology and tools adoption to create competitive edge with AI, IoT, Blockchain and VR

Independent unit to foster innovation for superior UX/CX (User Experience /Customer Experience) through experiments and fast-fail tests

Open lucrative opportunities for collaboration with strategic partners on SaaS and Digital Platforms

GBS Leader Growth

Developing deep understanding of sales and marketing dynamics

Ability to leverage tools and technology to address relevant and meaningful business problems

Insights on customer and user behavior, comprehension of buyer levers

From a back-office cost-center custodian to a true business partner

Products & Programs

Includes:

✓ Walk through the framework

✓ Create awareness about various elements

✓ Kick-starter to get your team thinking

✓ Group Discussion

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Includes:

✓ Walk through the framework

✓ Create awareness about various elements

✓ Instructor-led training

✓ 2 x 1-hour sessions

✓ 2 x 30 mins exercises

✓ 1 diagnostic discussion

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Day 1

✓ SCORE Framework Introduction

✓ Strategy Future Stage Design Workshop

✓ Competing Values Workshop

✓ Operating Model Workshop

✓ People and Organization Design Workshop

Day 2

✓ Enabling Tools Workshop

✓ Implementation Blueprint

✓ Navigating Organizational Constraints

✓ Conceptualizing New Services and Organization Model

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Stage 1

✓ Diagnostics Data Collection 2-3 weeks

Stage 2

✓ Strategic Assessment 2-3 weeks

✓ 2-Day SCORE Workshop

Stage 3

✓ Implementation Design Blueprint 1-2 weeks

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