Harmonizing and Automating GBS Performance

Traditional shared services and single-function services are going through a phenomenal shift. On the back of the ever-expanding digital transformation wave and the growing demand for global operations by digital enterprises, these traditional models are swiftly evolving into the new Global Business Services (GBS) model. GBS can be broadly defined as a next-generation business model for enterprises to deliver various business processes to internal and external customers. In the age of disruption, GBS helps drive customer experiences while handling end-to-end global processes.

Every business services organization is unique, and so are its business processes. As GBS organizations serve more than one business unit, the ultimate goal of business process management (BPM) is to improve efficiency and process control. But GBS relies on a standardized approach to governance, wherein a single global owner governs each process and the outcomes of activities are not tracked. Integrating functions and sharing technology on a global scale raises concerns over privacy, intellectual property ownership, regulations, and the difficulty of managing multiple software licenses. As a result, GBS teams find it cumbersome to manage processes end-to-end.

Given the complex mix of processes, technology, and people, set across multiple geographies, the need of the hour for GBS organizations is an agile framework that is smart, adaptable and user-centric.

Wipro’s Harmony platform recognizes that today’s GBS organizations and business users face increasingly complex, digital age business processes that are managed by outdated systems of process management tools and do not meet business requirements. The platform goes beyond a simple process management system by providing a holistic view of processes, comparative reports, and an intuitive platform for process automation. For instance, the Harmony platform begins the process management with a codified approach to the knowledge being captured. The layered approach helps in easing process design and creation by setting up real-time alerts for enforcing a responsible, accountable, consulted, and informed (RACI) matrix. A centrally catalogued library provides structured process storage for on-demand retrieval and reuse, providing single truth to all stakeholders.

The biggest benefit of the platform comes with its automation solution. Harmony provides a simplified automation identification system encompassing various phases of the process life cycle- capture, assess, design, deploy, and maintain. The system accounts for process variance and identifies opportunities for data, role, and system simplification. Traditionally, process comparison would take several days requiring experienced employees to connect with SMEs to recommend processes. With Harmony’s automated harmonization functionality, business users are provided process harmonization recommendation based on a multi-factor assessment for best-in-class activity. Users can now perform a side-by-side comparison of processes and internally benchmark them. The second layer of automation is the addition of BOTMAP – an intelligent algorithm that identifies processes most conducive for automation. With BOTMAP a standard for assessing automation is established that saves time and cost of an organization.

To adapt to the next wave of digital GBS organizations, a harmonized process management approach is required. Wipro’s Harmony platform empowers GBS organizations with greater agility and a stronger knowledge and process management capability. With the development of global operating models, in conjunction with evolving process models, the smart harmonization of business functions, advanced gap analysis, and automated process health identification translate into better decision making for business users.

About The Author

Elvis Rodrigues

Vice President & Global Head – US Geo & BPaaS at Wipro.

A seasoned executive and a recognized thought-leader in the IT Services industry, Elvis brings an exceptional track record of industry-leading revenue growth, and improvement in profitability and market-share gains from across industries. His strengths lie in defining the strategy and business plan, P&L management, accelerating growth in new industry sectors, building global teams, large deal creation, and C-Suite relationships.

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