Vikrant A.

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!

Have you ever thought about outsourcing in your organization? Maybe you’re excited about the possibilities, but that little voice in your head is filled with uncertainty. You’re not alone. Many companies dive into global business services (GBS) with high hopes but often end up grappling with setbacks that seem overwhelming. I’ve spent over 20 years in the trenches of the outsourcing and offshoring industry. I’ve seen the good, the bad, and the downright ugly when it comes to GBS. Trust me; I’ve made mistakes and learned valuable lessons along the way. Let me share some do’s and don’ts that can steer you toward success. Do: Define Clear Objectives Before you jump into the outsourcing game, ask yourself—what do you want to achieve? This seems basic, but it’s vital. Clear objectives guide your entire GBS strategy. Increase efficiency. Reduce costs. Focus on core competencies. Your objectives should be specific. Instead of saying, “I want to save money,” say, “I want to reduce expenses by 20% over the next year.” This clarity sets the stage for everything else. Don’t: Underestimate Cultural Differences Culturally, every region has its own quirks. Ignoring this is a recipe for disaster. In my experience, companies often overlook the importance of understanding how different cultures operate. For example, what works in the U.S. might not fly elsewhere. Here’s what you should keep in mind: Communication styles vary. Work ethic and values differ. Holidays and local customs impact operations. Invest time in cultural training for your team. It pays off! People who feel respected and understood are more engaged and productive. Do: Choose the Right Partners Your choice of outsourcing partners can make or break your GBS strategy. You want partners who not only have capabilities but also share your vision. Look for organizations that: Align with your business culture. Show proven success in your industry. Offer innovation and flexibility. Before finalizing any agreements, don’t just look at their praises—ask for real references. Speak with current clients about their experience. Don’t: Skip the Due Diligence The urge to jump forward can be strong, but trust me—skipping due diligence is a huge pitfall. Take the time to vet potential partners thoroughly: Evaluate financial stability. Check compliance with regulations. Understand their technological capabilities. Remember, this isn’t just about picking a provider; it’s about forming a partnership. If your choice goes bad, it could hurt not only your workflow but your brand’s reputation. Do: Embrace Technology In today’s world, ignoring technology is not an option. It’s essential that your operations leverage the latest tools. Utilize: Automation tools for repetitive tasks. Data analytics for decision-making. Collaboration software for real-time communication. The right technology not only increases productivity but can also improve the quality of service. Make sure your team is well-versed in these tools and comfortable using them. Don’t: Neglect Change Management Change is inevitable when you bring in new processes. But neglecting change management can wreak havoc. To combat this, focus on: Engaging employees early in the process. Providing continuous training and support. Communicating the reasons behind changes clearly. People resist change when they don’t understand its benefits. Foster an open culture where feedback is welcomed. This not only eases the transition but builds a more resilient team. Do: Measure and Adapt You’re not done after you’ve launched your GBS operation. It’s crucial to regularly measure your success against the objectives you laid out earlier. Use key performance indicators (KPIs) to gauge performance: Cost savings. Service quality. Employee satisfaction. Adapt your strategies based on what the metrics tell you. This iterative approach keeps your operations aligned with your goals. Don’t: Fear Failure Let’s get real for a second. Failure is part of the game. If you’re investing time and resources into GBS, things won’t always go as planned. And that’s okay. Learn from your failures. Each setback is a chance to gain insights. Share these lessons with your team. They encourage growth and resilience. Case Study: A Real-World Example Let me share a story from my time leading a shared service center for a global organization. Initially, we missed the mark by not investing in cultural training. Our teams were frustrated, and productivity suffered. Once we introduced cultural engagement initiatives, I saw a remarkable turnaround. Engagement levels soared. Our operations improved. We even hit our cost savings target within six months. Sometimes, the simplest solutions yield the biggest results. Final Thoughts Mastering GBS outsourcing isn’t rocket science, but it does require care and strategy. Take the time to define your objectives, embrace technology, and don’t underestimate the power of culture. And remember—fear of failure shouldn’t hold you back. You’re not alone in this journey; there are resources and communities like THEGBSEDGE to support you. With a bit of courage and a lot of strategy, you can navigate the tricky waters of GBS outsourcing and come out stronger on the other side.