Global Business Services, or GBS, is an operating model that integrates selected enterprise support functions across regions under shared governance. It can combine internal shared services, centers of excellence, technology and external providers.
Which functions can sit within GBS?
- Finance and accounting
- Procurement and supplier operations
- Human resources
- Information technology
- Customer and commercial operations
- Data, analytics and automation
GBS vs. shared services
Shared services typically consolidate a function or set of transactions. GBS aims to integrate multiple functions around end-to-end business outcomes, common data and governance. Organizations use the terms differently, so scope should be explicit.
GBS vs. BPO
GBS is the enterprise operating model. Business process outsourcing is one sourcing option within it. A GBS organization can retain some capabilities internally and contract others to specialist providers.
How is the model governed?
Define process owners, service recipients, funding, decision rights, controls, data ownership, provider management and performance measures. Regional requirements should be handled deliberately rather than through uncontrolled local exceptions.
What should success measure?
Measure business outcomes, service quality, control, experience, speed, cost and continuous improvement. Unit-cost savings alone can conceal added work pushed back to business teams.
