The GBS Industry Standards: A Blueprint for Industry Transformation

Today, Global Business Services (GBS) is more essential than ever, driving transformation across industries. The GBS Industry Standards—a result of a remarkable collaboration led by the Alliance for Professional Excellence in GBS (APEX GBS)—were developed by a committee of industry experts from top organizations. Together, they crafted a comprehensive guide to help organizations harness the full potential of GBS, drive enterprise-wide change, and achieve strategic success. Here are five ways these standards can help our industry leapfrog maturity and transform operations.

1. From Cost-Cutting to Strategic Transformation

GBS is evolving from a mere cost-cutting initiative to a strategic driver of enterprise resilience, effectiveness, and agility. The “GBS Construct” introduces essential capabilities like Business Process Management, Service Management, and Data Analytics. These tools go beyond efficiency, creating significant value by optimizing resources and integrating end-to-end processes. This holistic approach supports long-term success and transformational change.

2. Optimizing Operations for Continuous Improvement

Efficiency and standardization are the bedrock of effective GBS operations. By selecting the right sourcing models and streamlining processes, GBS can deliver better outcomes and support the parent company’s goals. The focus on experience management and adaptability ensures that GBS structures can evolve to meet changing business needs. Innovation and collaboration are key, fostering an environment where operational processes are consistently assessed and improved.

Implementing standardization includes six key steps: identifying the need for standardization, developing clear, concise & comprehensive standards, communicating those standards, educating and training employees, monitoring compliance, and regularly reviewing & updating standards.         

3. Mastering the Service Management Model

A well-defined service catalog is one essential for GBS success. As organizations mature, this catalog must expand in scope and specificity. Tailoring services based on maturity and industry, engaging with partners, and managing services to maintain value over time are critical. This approach ensures that GBS can provide a broad range of services across finance, IT, HR, and more, optimizing operational impact through a customer-centric and continuously evolving strategy.

A critical question for any GBS Service team to answer is: What should be in the scope of GBS services for my company? Can it scale? Can you run it as a service? Can it be continuously improved?         

4. Leveraging Technology and Automation

Technology and automation are at the heart of GBS transformation. Integrating data, technology, and automation within an Enterprise Architecture framework drives business value. The GBS Technology Maturity Model emphasizes the need for GBS teams to move beyond functional silos towards integrated, end-to-end services. By leveraging AI and data analytics, GBS can improve process efficiency and business outcomes. Collaboration between GBS and IT, along with robust data ownership and quality management, is essential for implementing scalable, flexible technology solutions.

5. Strategic Talent Management

Talent management is a critical component of GBS success. The unique challenges of attracting, recruiting, and retaining top talent require a distinctive GBS talent model. This involves disciplined recruitment and retention strategies, robust learning and development (L&D) programs, and effective workforce management.

Key principles include strategic alignment with organizational goals, fostering diversity and inclusion, and leveraging data and AI for talent management. Creating a compelling Employee Value Proposition (EVP) and maintaining a dynamic talent pool through continuous learning and internal mobility are essential for driving operational excellence and innovation.        

The Brilliance of GBS in Driving Enterprise Change

The APEX GBS Standards provide a roadmap for organizations to unlock GBS value. To further support your journey towards excellence, SSON Research & Analytics offers access to industry KPIs and benchmarks through our self-service platform. The Metric Intelligence Hub™ data tool allows you to measure your performance against industry standards and identify areas for improvement, ensuring your GBS operations are always at the forefront of innovation and efficiency.

Join SSON Research & Analytics’ upcoming GBS Industry Standards Webinar to explore the primary drivers behind their creation, how these standards will accelerate the maturity and performance of GBS organizations worldwide, and how the APEX GBS Committee will ensure continuous innovation and adaptability in the standards as the industry evolves. Attendees will receive a complimentary download of the standards, along with information on how to get involved in future versions!

As an industry, we have the brilliance to drive enterprise change, and it starts with GBS. This is helpful guidance from GBS stalwarts on how to move up the journey to excellence.

Until next time,

Naomi Secor, Global Managing Director, SSON Research & Analytics

Ajay Anand Angela Mangiapane Filippo Passerini Tony Saldanha Mattijs Backx Robert Weltevreden Steve Rudderham Sumit Mitra Turan Sahin Vasanthi Chalasani Barbara Hodge SSON Research & Analytics