Emerging stronger in Global Business Services

Phase 2

Design your process and operating model

Now that you have defined a strategy, it’s time to construct the structure of your future organization. Regardless of which operating model you chose for the future state, you will need to develop process maps and a detailed organization model. Perform due diligence on the location or outsource provider, and develop an implementation plan that includes a communications strategy to continually engage with key stakeholders through your organization’s transformation.

Phase 3

Construct your transformation

Once your future state is designed, you will need to operationalize and build out the facilities, IT and other infrastructure. For both outsourcing and shared services, it will also be critical to create a governance and performance strategy to share important details of the project, including severance, retention, relocation and rebadging.

Phase 4

Implement your vision

The work you put into your strategy will drive the implementation. Under a shared services model, this will involve executing your transition plan, including standing up the new captive shared service center, onboarding key talent and making sure measures are in place to capture and transfer their knowledge. Not everything about your organization will go away, so it will also be critical to implement the service levels and performance management frameworks that your organization decides to keep. If you’re outsourcing, many of these measures will apply and it will be important as you transition services to the provider(s).

If you’re outsourcing in phases #3 and #4 …

Your approach will be different for phases #3 and #4 if you’re planning to outsource your capabilities: Consider defining the scope, service levels and assets you plan to transfer. Conduct due diligence on service providers/vendors and strategically negotiate the contracts before awarding RFPs to service providers and developing an implementation strategy.

Phase 5

Continuous improvement model

Your journey doesn’t end after implementing. There’s more to learn, and in this phase you should track, monitor and proactively manage GBS performance and resolve issues. This could include reassessing shared services and outsourcing relationships, reviewing service delivery and managing ongoing initiatives to improve your organization. For organizations that are outsourcing, this is where you should plan how you’ll renegotiate contracts, assess renewal options or consider a contract exit.