So, you’re about to dive into GBS transformation. Exciting, right? But let me ask you this: Is there a nagging voice in your head asking, “Where do I even start?” If you’re leading a shared services initiative, you’ve probably got a wicked combination of excitement and fear buzzing around. And I totally get it. After 20+ years in the outsourcing and offshoring space, I’ve seen and felt it all. And right now, I want to share the key do’s and don’ts for a successful transformation journey.
The Do’s of GBS Transformation
Let’s start with the positives—what you should embrace to guide your GBS transformation. Here’s what I’ve learned along the way:
- Do Engage Your People: Start by having open conversations with your team. They’re the ones who’ll kick this transformation into high gear. Get their input. They know the pain points inside and out.
- Do Embrace Change Management: Change is hard for everyone. Make sure everyone understands the “why” behind the transformation. When your team sees the vision, buy-in happens organically.
- Do Leverage Technology: Invest in the right tools for process optimization. Cloud solutions can offer flexibility and scalability. Just make sure your team has the training they need.
- Do Measure What Matters: Focus on the metrics that align with your goals. It’s not just about speed or cost—consider quality and customer satisfaction too.
- Do Foster a Culture of Continuous Improvement: After you implement your changes, don’t just sit back and relax. Encourage a feedback loop where people feel empowered to suggest improvements.
The Don’ts of GBS Transformation
Now for the tricky part. Here are some missteps to avoid when embarking on this journey:
- Don’t Ignore Stakeholder Feedback: Top-down decisions without consulting those affected can lead to resentment or disengagement. Keep the dialogue open.
- Don’t Rush the Implementation: Take the time to plan thoroughly. A hurried transformation often leads to more headaches down the line.
- Don’t Overlook Training: If you don’t equip your team with the skills they need, your shiny new systems are useless. Invest in training programs that keep everyone’s skills sharp.
- Don’t Be Afraid to Pivot: Sometimes things don’t go as planned, and that’s okay. If something isn’t working, admit it and adjust your strategy.
- Don’t Forget to Celebrate Success: Acknowledging hard work keeps motivation high. Celebrate team wins, no matter how small.
Riding the Transformation Wave
Transformation isn’t just a phase; it’s more like a style of life for teams in the shared services sector. Every single day presents opportunities to refine processes and enhance efficiency. This is what we call process optimization. And here’s the kicker: When you optimize processes, you elevate the experience not only for your internal users but also for end customers. Imagine the impact!
Real-World Example
Let me drop a quick story here. A few years back, I was involved in a GBS transformation project for a big aerospace company. The resistance was palpable. Rumors flew around like confetti at a parade. But the twist? We got the team involved early. Feedback sessions, workshops, all hands on deck. Fast forward a few months, and guess what? We not only implemented the transformation smoothly but also saved 15% in operating costs in the first year alone. And that was all thanks to a culture built on collaboration and communication.
Key Takeaways
Here’s the gold: Your journey in GBS transformation hinges on strong relationships and good communication. Value your people, listen to them, and you’ll create a winning environment. Aim to foster an atmosphere where suggestions are welcomed and feedback is the norm.
Where Technology Meets Strategy
The impact of technology in shared services can’t be stressed enough. It can expedite tasks that used to take hours. Think about robotic process automation (RPA) or machine learning. These innovations let your team focus on high-value work instead of drowning in mundane tasks.
A Few Tips for Technology Implementation
- Analyze Your Needs: What processes are ripe for automation?
- Pilot Projects: Start small. Successful pilots can serve as a proof of concept for larger-scale implementations.
- Ensure All Teams Are Onboard: Provide trainings before official rollouts. Nobody wants to feel lost navigating new systems.
Creating a Customer-Centric Mindset
In the end, shared services should deliver exceptional experiences—both internally and externally. Customers must remain at the forefront of all process improvements. Consider ways to gather customer feedback consistently. Put your customer’s needs right at the center of your transformation discussions.
Example in Action
Take that same big aerospace company we talked about. Beyond streamlining their internal processes, they started gathering customer feedback. Turns out, clients were thrilled with faster turnaround times for queries, leading to higher satisfaction scores. A win-win!
Final Thoughts on GBS Transformation
At the end of the day, becoming a leader in GBS transformation requires guts, planning, and an adaptable mindset. It’s not just about technology or processes; it’s about people. Remember, the heart of any transformation is effectively managing your team’s transition. Real transformations in the shared services space happen when one listens, acknowledges, and adapts. So go out there, and make that transformation happen!
For more in-depth insights on shared services and to stay updated on industry trends, hop over to THEGBSEDGE. As someone who’s poured their passion into this field, I highly recommend you check it out.
This blog is curated by Vikrant Aglawe, a shared services expert, with over 20 years of experience in both tech and non-tech outsourcing. Let’s transform the way we work together!
