Driving strong performance management in GBS is not only a critical element for service delivery but also a great tool to drive your GBS strategy forward. There can also be plenty of pitfalls along the way to building a strong equity for the GBS organization. This is an in-depth discussion around these key areas focusing on:

·       Understanding how to select and run the KPIs: what are the criteria for selecting the right KPIs and how do you implement them?

·       What are the best practices in leveraging technologies for performance tracking and reporting

·       How to leverage performance management and key KPIs to drive end-to-end transformation

·       How to take the user experience into consideration throughout this whole journey

·       How to drive decision-making using metrics: identifying where the problems are and driving the right decisions to fix them. 

The two most important goals of a GBS or shared services organisation are to engage with its customers effectively and deliver value consistently. In our model, however, most of the organisation’s energy is committed to service delivery; few GBS organisations establish an ongoing stakeholder management process with clear goals, objectives, strategies, processes and outcomes. This creates inconsistency, a “make-it-up-as-you-go-along” approach, lack of communication within the GBS team and, ultimately, confusion and a lack of engagement and support on the part of stakeholders. To be effective, every member of the GBS organisation, not just senior executives and the change management team, must know about the implications of effective stakeholder management in order to adopt new ways of working and enable the success of the model – and so that they can engage with stakeholders effectively. By attending this workshop, participants will be able to:

·       Understand the imperative for effective stakeholder management. Understand the difference between stakeholder, customer and user

·       Identify the right stakeholders and map them to personas

·       Develop effective engagement approaches, including an innovative “use case” approach. Embed stakeholder management into GBS management routines

·       Apply the right measurements and governance; each participant will receive the framework of a playbook, helping them to craft a stakeholder management strategy within their own organisational context.

Deborah Kops, Managing Principal, Sourcing Change