The Global Business Services unit (GBS) or shared service center is a long-dated concept and has been used over the past two decades to improve service delivery and reduce costs for enterprises. With technology at the heart of performance efficiency, the relevance of this organization unit to businesses has only increased. Leading GBS’s have increased their value to business with the help of digital. But the work is far from over. Continuous performance improvements are the order of the day for high performing GBS organizations, and they are almost innovating every year, by driving initiatives that take service quality, governance and financial results to a completely new level.
This edition has one such fascinating story from the GBS head at Piramal Enterprises, a company with US$ 7.2 bn. market cap, diversified conglomerate headquartered in India with interests in financial services, pharma and information management. Narendrra Arora shares very interesting insights into the innovations they delivered over the last year and how it has positively impacted their business.
Continuous improvement is a well-established approach. However, some of these could also lead to disruptive improvements. In other words, they result in non-linear improvements and have the potential to completely transform an enterprise delivering radical results. As they say “genius is one percent inspiration and ninety nine percent perspiration”. What is transformation without this perspiration!
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