Governance Models

So, picture this—you’re in a meeting room, coffee in hand (yup, that essential lifeblood), and there’s chatter about KPIs and metrics flying around. You glance at your watch (do you even wear a watch anymore?) and think, “What essential metrics am I missing to make this crew a success?” Let’s dive into that ocean of data—well, not literally. I mean, please don’t take your laptop near a pool or anything. But you get my drift, right? Don’t Underestimate Customer Satisfaction (Think About It!) Customer satisfaction, or as I like to call it, “the warm and fuzzies”—isn’t just a metric, it’s the beating heart of your shared services transformation. You know the deal: happy customers = repeat business, referrals, and all that jazz. But how do you measure it? Well, simple surveys (well, as simple as surveys can get—those tricky questions, ugh) can help. Think Net Promoter Score (NPS)—are they promoters, detractors, or indifferent? And—this is where it gets fun—getting that feedback shouldn’t feel like pulling teeth. Quick tip: Use conversational language in your surveys (who doesn’t love making choices that feel less like a chore?). And here’s a fun random thought—have you noticed how people often ignore survey requests? Just me? Maybe offer an incentive, like, I don’t know… a chance to win a coffee maker. Just a thought! Process Optimization – The Tired Buzzword That Actually Works Okay, process optimization. It sounds like something out of a corporate jargon generator, but hear me out—this is the real deal, folks. You ever notice how your team seems to be running around like headless chickens? (Not that I’m judging; we’ve all been there). But when you break it down (easy!), what you want is efficiency. Map out processes and look for those pesky bottlenecks. Dive into your business operations data: What are those workflows that just crawl along? And while you’re at it, ask your teams for insights—root cause analysis, anyone? And a quick detour here—didn’t we have that one colleague who always suggested “let’s streamline everything”? Classic! But you really can strategize on which processes to optimize and which ones can take a stylish nap for a while. Financial Metrics – Because They’re Not Just Numbers Let’s talk about financial metrics for a second. And yes, I can hear the groans already (don’t worry, I won’t make it boring). This isn’t just about looking at spreadsheets filled with dry numbers—consider it the story of your organization wrapped in metrics. You need to know your cost savings, return on investment (ROI) (who doesn’t like that?), and your operational costs. And guess what? You can—and should—also look at forecasts. Predictive metrics, people! (Don’t roll your eyes; this can give you a crystal ball perspective!) Your financial metrics should feel like a well-crafted story. Spoiler: it involves characters, conflict (lots of spreadsheets), and resolution (yay, profit!). Employee Engagement – Yes, They Matter Let’s flip the script for a moment—how engaged is your team? (Ah, you might be thinking, “Don’t go there!” but hear me out.) Employee engagement is closely linked to productivity, and not in some textbook way. It’s real, it’s messy (also, totally relatable). Use pulse surveys or even those one-on-one chats (the coffee shop kind) to gauge morale. Did someone say retention rates? Important! Quick side note: I’ve always wondered, why do we call them “pulse” surveys? Sounds kinda medical; shouldn’t we call them “vibe checks”? Just me? The Balance Between All Things Metrics Whew! Listing things out like this can feel overwhelming. But the key is balance, right? You want to capture the essence of operations while maintaining a personal touch—like your favorite playlist that balances pop tunes with a dash of indie vibes. And pivots—yup, pivots are essential! Don’t hesitate to adapt and change focus as your metrics tell you stories over time (kinda like binge-watching a series and changing your mind about favorite characters). Final Thoughts: Navigate With Intuition In conclusion—or maybe it’s more like a gentle nudge to keep exploring—become the leader who thrives on the essential metrics that matter. Rein in those numbers with a human touch—think data-driven yet heart-centered. Here’s to the every day GBS leader navigating processes, engaging teams, and delivering true value. And remember, when in doubt, don’t forget to ask—what do you think? (Adding a bit of personal touch works wonders.) And there you have it—a quick(ish) journey through the metrics you need for success in GBS. Now, break out that coffee and get ready to lead with insights!