Ever felt like you’re juggling flaming torches while riding a unicycle on a tightrope? That’s what scaling success in Global Business Services (GBS) often feels like. The pressures are real. The stakes are high. And you’re trying to keep everything balanced without losing your sanity—or your job.
Let’s get real for a moment. You’ve got your team members, associates, and process experts all looking to you for direction. You need to improve efficiency, cut costs, and enhance customer experience, all while trying to align with best practices. It’s a tough gig. But trust me, you’re not alone. We’ve all been there, staring at a seemingly insurmountable wall of challenges, wondering where to start.
I’ve spent over 20 years in the outsourcing and offshoring industry, setting up and leading multiple large-scale shared service centers. Throughout this journey, I’ve encountered countless challenges. But real success comes from tackling those challenges head-on. Let me share some stories that illustrate how others have navigated this seemingly chaotic landscape.
Identifying the Key Challenges
Before we get into solutions, let’s break down some of the challenges we often face in GBS:
- Resistance to Change: It’s common for teams to resist new processes or technologies. Change can feel threatening, and getting everyone on board can be like herding cats.
- Data Management Issues: Old systems, duplicate entries, and a lack of data integrity often complicate operational efficiency.
- Skill Gaps: As the industry evolves, so must the skillset of the workforce. Upskilling can feel overwhelming, especially if you’re already spread thin.
- Communication Barriers: Having remote teams scattered globally can lead to misunderstandings and siloed information.
- Measuring Success: What does success look like? Having the right KPIs can make or break your GBS efforts.
Real Stories, Real Solutions
Now, let’s talk about some real-life examples where organizations have tackled these challenges head-on.
Example 1: Overcoming Resistance to Change
A leading financial services firm was struggling to implement a new software solution. Teams were accustomed to the old system and were reluctant to embrace change.
What did they do? They set up “change champions” within each department to advocate for the new system. These champions were almost like a buddy system, providing support, training, and reassurance to their peers.
This approach worked wonders. Instead of seeing change as an obstacle, employees began viewing it as an opportunity. The implementation got smoother, and productivity surged as everyone adapted.
Example 2: Tackling Data Management
Another organization faced chaos due to poor data management. Sales, marketing, and customer service teams operated with different data sets, leading to confusion and inefficiency.
They decided to move towards a centralized data management system. It was a hefty lift initially—costly and time-consuming. But by integrating data sources and implementing a robust data governance framework, they brought clarity. Standardized reports and single source data became their mantra.
The result? Enhanced decision-making and a more cohesive strategy across departments. Once the data was aligned, they were ready to scale. Smooth sailing from there!
Example 3: Closing the Skills Gap
A manufacturing company found that their workforce lacked skills in digital tools essential for modern GBS operations. They needed to bring their employees up to speed—but fast.
Instead of just launching standard training programs, they launched a mentoring initiative where seasoned employees paired with newer ones. This kind of peer-to-peer learning was interactive and engaging, breaking the monotony of regular training.
By fostering an environment of shared knowledge, the company didn’t just fill in the skill gaps; they nurtured a culture of continuous learning. Now, employees feel empowered and equipped with the skills they need, which in turn helps to scale operations effectively.
Creating Effective Communication Channels
When you’ve got teams sprouting in different corners of the globe, communication can become a challenge. I remember a time when a company struggled with project updates. Teams were sending emails into a black hole.
They created a shared digital workspace, where updates, comments, and feedback lived in a transparent platform.Weekly check-ins became a norm, fostering a real-time exchange of ideas.
Now the teams feel connected, and it’s boosted their collaboration. That’s what happens when you prioritize engagement over mere emails. It breaks down barriers and keeps operations running smoothly.
Measuring Success: It’s Not Just Numbers
When people talk about measuring success, they often think about charts and graphs. However, sometimes the real indicators are the less tangible aspects, like employee satisfaction and customer experience.
- KPIs Matter: Use KPIs to gauge the arduous journey and identify areas needing improvement.
- Beyond Metrics: Send out surveys for real feedback. Engagement levels can often reveal hidden issues.
- Iterate Regularly: Refine your approaches based on feedback and performance. Never settle.
Case in point: A consultancy faced hurdles in keeping their teams aligned with the mission. They started soliciting feedback not just from leadership but from all levels. The results were truly enlightening. Employees felt more connected and aligned to shared goals, boosting overall satisfaction.
Embedding a Culture of Innovation
Innovation needs to be a part of the DNA of any GBS function. If you’re not innovating, you’re dying. Period.
Start small. Encourage the team to share ideas, promote experimentation, and don’t punish failure; instead, embrace it as a learning opportunity. When employees feel empowered to contribute their thoughts, magic happens. The best ideas often come from the most unexpected places.
Example 4: Fostering Innovation Through Listening
A healthcare provider that was stuck in the rut of routine practices started holding monthly sessions for employees to pitch innovative ideas.
Genuinely listening to feedback turned into a stream of innovative ideas. One idea grew into a project that revolutionized patient handling, saving time and improving satisfaction. Direct engagement shaped their GBS into a responsive, agile entity.
Adapting to Change: The Ongoing Journey
GBS isn’t a one-and-done scenario. It’s an ongoing challenge, a moving target that requires dedication, flexibility, and a willingness to evolve.
Take a step back and evaluate regularly. Are your processes still effective? Is tech working for or against you? Remember, change is part of the game, so don’t fight it—adapt.
Incorporating change management strategies into your scaling efforts will make you proactive instead of reactive. Embrace the uncertainties, and let them guide your decisions.
Final Thoughts: Keep That Edge
Scaling success in GBS is a marathon, not a sprint. Embrace challenges as learning moments and rally your teams around a shared vision. Every struggle faced—and overcome—makes you and your organization more resilient.
Here’s the kicker: this journey is filled with stories, lessons, and growth. Share insights, collaborate, and cheer each other on. It’s about building that community, sharing those war stories, and continuously moving towards excellence.
If you’re looking for more insights and stories from the forefront of the shared services industry, I highly recommend checking out THEGBSEDGE. This blog covers everything from transformation to innovation and leadership—making it a fantastic resource for anyone in the shared services space.
Take it one step at a time, and remember, you’re not alone on this journey. Together, we’re scaling success!
