7 Key Takeaways From The Global Business Services Summit 2014

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Editor Coda
Oct 28, 2014

US GBS Leads are buzzing from this month’s Global Business Services Summit in Atlanta. It was a fantastic event where insight sharing, peer networking and discussion-sparking constantly effervesced.

Here are 7 key takeaways from presentations from Microsoft, IBM, The Coca-Cola Company, Hewlett-Packard, McGraw Hill Financial, Siemens, Sourcing Change and Verizon.


1) Shared services is not a project - it doesn't end, it evolves.

Organizations sometimes begin their journey to shared services, believing that once it’s in place, they’re finished and the job is done. Rather than think about shared services as a project, successful Global Business Services think about their journey as an evolution with a never-ending chain of change. This change needs to be plugged into the changing needs and direction of the business.

2) It's not about core and non-core. It's about common and unique.

The separation of what works well in shared services has historically been driven by ‘what is core’ and ‘what is non-core’. But this approach can mean that you overlook repeatable activities that occur in core activities, like sales and marketing. Perhaps a healthier way to look at activities is examining ‘what is common’ and ‘what is unique’. GBS do well to take this approach, as it helps them take on activities from front office functions.

3) Don't cut costs by cutting your change management resource

Change management is often given to an individual as an extra role. Unfortunately change management is often an after-thought rather than a trained skill. Commonly, when there is a project budget cost, dedicated change managers are the first to feel the cut. This can work against the organization as change managers prove themselves, again and again, to deliver real value. Look for the projects that are on time and on budget, and you’ll probably see a dedicated change manager in the works.

4) Consultative sales training is essential for everyone in shared services and GBS leadership and management

The word ‘sales’ can curl the toes of many a shared services and GBS lead. It shouldn’t. Consultative sales skills are essential for any successful business person, especially shared services and GBS leads who are looking to sell a vision, build engagement, and be trusted. Be sure to put your senior team on a consultative sales training course.

5) Data is the natural resource you should be using

Thank you to IBM for this quote. The outcome of analytics can be gold. When looking to analyse data, always start with a question or a problem, and gather data accordingly, to find the answer. IBM look at data representing 6 months prior, the current months, and 3 months ahead. The data gives them the insight they seek, which drives business decisions and business actions.

6) The GPO Role at Microsoft plans for tomorrow

Microsoft’s GPOs are always thinking about what the best process is for tomorrow. This means the role is focused on as-will-be rather than as-is. This means they are removed from the operational day-to-day aspect of the process. This focus means there is momentum for constant improvement.

7) Project managers perhaps need to be a ‘type’

Your project manager needs to be someone that keeps the train running on time. They need to ensure that every action is being taken so your projects happen in a timely manner. Michelle Ferguson from McGraw-Hill Financial talked about an Outsourcing Project Manager as being someone that would consistently push people from all sides to get done what needed to be done. They may be an anathema during the push, but you’ll love them after go-live.

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