Governance has always been critical to realizing the benefits of alternative service delivery models, such as shared services and outsourcing, and it’s evenmore important today in an integrated GBS model. The value of GBS is the integration between and across different channels, functions and processes. That’s why GBS requires a different level of governance and a different governance operating model to ensure that business value is delivered seamlessly.
GBS governance necessitates a new understanding of the links and handoffs between outsourced functions and internal shared services functions, and between centers of excellence and policymaking groups as part of the end-to-end process. Deciding how to govern in this environment requires an understanding of the end-to-end process or service being delivered, the handoffs, the control points, the costs, and the performance.
View our GBS Governance insights report (PDF 143.2 KB) to learn about delivering value, what good looks like and the critical questions to consider about governance.