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.