Global Business Services Benchmarking: How Well Does Your GBS Organization Measure up to World Class?

According to our latest research, world-class GBS (global business services) organizations outperform the peer group across the board in terms of percentage improvements over the past 12 months, with the greatest gains in the area of customer service excellence.

Is your shared-services or global business services organization delivering the value it could?

Top performing GBS continue to excel in operating cost improvements by applying best practices in delivered processes – and improvements increase with stage maturity.

Actual performance across the maturity stages shows that sustaining cost, productivity, and performance improvement customer service excellence improvement gets more difficult as GBS mature.

Unrivaled insight that drives business transformation

Our GBS services offer access to the unrivaled benchmarking information and resources of The Hackett Group’s proprietary Best Practices Intelligence Center™ a repository of critical processes, benchmark data and business best practices developed from more than 26,000 business-benchmarking projects conducted at the world’s leading companies.

Our benchmark data gives insight into the business performance and GBS best practices of peers and world-class organizations. This insight includes more than 1,000 GBS metrics related to governance, service management, operating model and process delivery performance. These metrics can help you:

  • Understand current capabilities and the progress of your business transformation efforts
  • Assess business performance relative to value realization and strategy
  • Identify and prioritize improvement opportunities that offer the greatest potential return
  • Highlight and address areas of risk
  • Plan, manage and accelerate your journey to operational excellence

What makes the difference?

Our global business services benchmarking focuses on three drivers of world-class GBS performance:

  • Factors that drive demand for GBS services such as process efficiency versus effectiveness, service penetration and service management
  • Structural factors such as business practices, strategies, service delivery model, staffing levels, skill sets and technologies used
  • Execution/value realization, including business performance as measured by costs, productivity, resource allocation and value

We use our proprietary business benchmarking methodology to quantify your gap to world class – comparing your GBS organization’s ability to execute efficiently (cost and productivity) and effectively (quality and value). We examine comparable organizations so you can see how the best do it and define continuous process improvement steps relevant to your own GBS operations.

Impact beyond your global business services organization

The Hackett Performance Exchange® automatically leverages data from SAP® or Oracle® systems to calculate cost-reduction opportunities, compare performance across the enterprise, and produce timely end-to-end process insights.

Key deliverables:

  • An executive summary that highlights key findings and recommendations
  • A detailed comparison of global business services performance to the statistical mean and world-class organizations, across the processes measured
  • Analysis of the root causes of complexity and assessment of the value of business services delivered, drawing from benchmark comparisons and stakeholder feedback
  • Identification of best practices required to achieve targeted efficiencies and identification of areas at risk due to under-investment
  • Targeted recommendations presented in boardroom-level, results-oriented business terms