What does Success look like for a Global Process Owner?

What does success look like for a GPO, and what impact can it have on the business? 

This is what happens when a process owner is able to effectively to their job:

1. Measurable service improvements. When process owners are truly effective, they are able to establish a baseline to measure quality and ensure their KPIs are in the top quartile of metrics. With these KPIs in place, not only can they work on doing things quicker and cheaper, but they are able to improve quality. Success is when process owners are behind the development of best-in-class functions not only to drive out cost, but to create a competitive advantage. These KPIs can also be used to define targets on automation and productivity.

2. The GPO is recognized and trusted as an expert. Alongside all of the change management responsibilities of process owners, they also need to be and be seen as subject matter experts. Process owners we speak to agree that when the role is designed right, they are recognized in organization as an expert and the owner of process. That they are the “go-to” person when it comes to process, and process design.

3. Process Compliance: No change happens within process without GPO saying so. The GPOs agreed that this is at the crux of the definition of a process owner, that they are in control over the process to the extent that people don’t change or deviate from process without the consent of the process owner

4. A standardized, usable process that works for all. The main reason organizations implement process owners is to standardize process. However a successful process owner engages everyone in the process and works with key partners to agree the best practice for all. Not working in isolation, but as a team to work out the process that is usable and standardized, with one version of the truth.

5. Positive business impacts. When a process owner is empowered and strategic, they are able to focus on more than just complex back office functions, but to focus on helping the business grow. When processes are standardized, and well understood, employees are happier, costs are lower, and productivity is higher.

In sum, good process and effective process owners enables the business to operate more effectively, which is why more and more companies are employing process owners.

For more information, view our GPO Handbook below.