GBS Performance

GBS performance measures how effectively a global business services (GBS) organization delivers integrated business services while improving efficiency, service quality and enterprise value. It evaluates the ability of the GBS operating model to standardize processes, optimize costs, enhance customer experiences and support business transformation across functions such as finance, procurement, human resources, IT and supply chain. Key performance indicators (KPIs) typically include cost per transaction, service levels, process cycle times, customer satisfaction, productivity, automation rates, first-time resolution and value delivered to the business.

As organizations expand shared services into multifunctional business operations, GBS performance has become a strategic indicator of enterprise effectiveness rather than simply operational efficiency. Leading GBS organizations create value by harmonizing processes, adopting global standards, strengthening governance and delivering consistent services across business units and geographies. They also leverage cloud platforms, artificial intelligence (AI), intelligent automation, advanced analytics and digital workflows to improve scalability, increase agility and enable continuous service innovation.

Organizations that achieve Digital World Class® GBS performance combine modern operating models, digital technologies and highly skilled teams to deliver superior business outcomes with greater efficiency. Continuous benchmarking enables leaders to measure progress, identify opportunities for improvement and prioritize transformation initiatives.

The Hackett Group® helps organizations evaluate and enhance GBS performance through comprehensive benchmarking, proprietary research and best practices. By assessing performance against Digital World Class® standards, organizations can accelerate transformation, improve service delivery and maximize the strategic value of their GBS organization.