Bedford team
Deuerout and associated:
The global business services (GBS) industry plays a crucial role in supporting organizations across various sectors by delivering essential business functions. However, this dynamic sector continually faces economic challenges that require adaptability and innovation in service delivery. we will explore how the world’s largest GBS organizations are evolving their service delivery models to navigate through these challenges. This analysis draws insights from the latest emerging trends and best practices highlighted in the 2023 Global Shared Services and Outsourcing Survey.
Adapting to Economic Challenges:
Global economic challenges, such as recessions, geopolitical uncertainties, and technological disruptions, significantly impact GBS organizations. To maintain a competitive advantage and sustain growth, these organizations actively seek innovative ways to transform their service delivery models. The following key strategies have emerged as crucial in this evolution:
- Automation and Digitization:
One of the most prominent trends in GBS service delivery is the increasing adoption of automation and digitization. Automation technologies, such as robotic process automation (RPA), artificial intelligence (AI), and machine learning, enable GBS organizations to streamline routine processes, reduce manual intervention, improve accuracy, and allocate resources to value-added tasks. This shift towards digitalization not only drives cost savings but also enhances efficiency and enables GBS organizations to provide faster and more accurate services to their clients. - Agile Operating Models:
GBS organizations are harnessing the power of agile operating models to respond swiftly and effectively to economic challenges. By adopting agile methodologies, such as Scrum or Kanban, GBS organizations can pivot their service delivery models quickly and align them with changing market demands. This flexibility allows GBS organizations to address emerging client needs promptly and provide customized solutions. Moreover, agile operating models foster collaboration, empowerment, and continuous improvement, resulting in enhanced client satisfaction and long-term partnerships. - Outcome-based Service Delivery:
An important shift in the GBS landscape is the transition from activity-based to outcome-based service delivery models. Instead of merely focusing on executing tasks, GBS organizations now concentrate on delivering measurable outcomes aligned with business objectives. By emphasizing outcomes and value generation, GBS organizations unlock higher levels of innovation, strategic business insights, and customer-centricity. This results-driven approach helps GBS organizations weather economic challenges by providing tangible business benefits to their clients. - Talent Management and Upskilling:
As global economic challenges persist, the demand for multi-skilled talent is rising within GBS organizations. To adapt to these challenges, GBS organizations are investing in talent management initiatives, focusing on upskilling and reskilling their workforce. By training employees in emerging technologies, analytics, and strategic thinking, GBS organizations empower their teams to navigate complex economic dynamics. Furthermore, fostering a culture of continuous learning promotes employee engagement, retention, and fuelled innovation.
Graham Deverouy:the world’s largest GBS organizations are evolving their service delivery models to adapt and thrive amid global economic challenges. Automation, digitization, agile operating models, outcome-based service delivery, and talent management strategies are key enablers in this evolution. By embracing these emerging trends and best practices, GBS organizations are not only mitigating the impact of economic challenges but also enhancing their capabilities to deliver high-quality, value-driven services. As the GBS industry continues to grow and evolve, it is imperative for organizations to proactively adopt and adapt to these evolving service delivery models to remain competitive in the global marketplace.
Transformation! 