How to Transform Global Business Services into an Insight Powered Enterprise

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Editor Coda
Dec 20, 2017

Dig deeper into transactional data to find infinite opportunity to contribute business value. Developing front and back-office Advanced Analytics capabilities within Global Business Services (GBS) should be a key priority for all GBS leaders. 

The Hackett Group 2017 GBS Study revealed that half of all World-Class participants are piloting Advanced Analytics within their GBS organization. Access to meaningful data has never been more prevalent and yet at the same time, somewhat overwhelming. Clients often ask where do we start and what do we look for?

Where do you start? 

In any GBS organization, millions of transactions hold nuggets of information about your customers, vendors, suppliers, employees, partners and competitors. Start with these transactions, however, don’t focus solely on processing cost and quality. Dig deeper. For example, cash application transactions, contain customer information such as pricing, frequency of purchase, terms, product/service mix etc. Rather than focusing solely on the transaction, analyze the front-office data and provide insight to your business partners. While these components might not be currently available to the GBS team, they can and should be for analytical purposes. GBS teams tend to focus on back-office cost related analytics which provide valuable insight, however, the supported businesses are more likely to realize value from front-office focused data.

What else should you look for?

Imagine a GBS organization that provides Sales Support and Supply Chain Functions creating reports that detail the cost of processing an order. These would provide insight; however, a more valuable report would also detail timeliness and profitability of that order and delivery. In this example, GBS does not price, sell or deliver the product, yet the insight provided regarding these functions will steer the conversation from cost to customer satisfaction (on-time delivery) and profitability.

This is one simple example of focusing the lens on data that can help business partners drive more revenue, increase profitability and improve customer satisfaction. Analyzing cost related data is a finite exercise, while directing attention to revenue and profitability has infinite possibilities. As processors of transactions, GBS is the natural starting point for an Advanced Analytics COE that provides front and back-office data and insight. Be adventurous and explore underlying data for all functional processes within your GBS scope.  

What do you need to get started?

  • Building Advanced Analytics capabilities starts with talent. If you run a captive center, attract, hire and retain talented analysts. If you utilize a 3rd party provider, work with that partner to build this critical capability. 
  • Ensure stakeholder alignment by partnering to better understand key areas of interest and opportunity. 
  • Partner with IT to determine data availability, quality and reliability.

In summary, data and the tools needed to provide meaningful insight are readily available and World-Class GBS organizations will capitalize on both to add value to the enterprise. Don’t miss out on this exciting opportunity. 

For more information on The Hackett Group visit https://sharespace.digital/supplier/hackett-group

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