Many multinational enterprises use shared service centers (SSCs) that centralize large parts of internal service functions. Developments such as digitalization, robotic process automation and the event of generative AI, the COVID 19 pandemic, changes in society and the labor force, evolving capabilities and expectations of shared services have all contributed to significant changes in shared service strategies and operating models, service offerings and operations. Drawing on insights from a study in Malaysia, this volume contains insights on recent trends in shared services and Global Business Services (GBS) organizations in the areas of service delivery and operating model, the future of work, managing the workforce, optimizing process performance, automation, digitalization and AI.
Table of Contents
- Introduction
- One Platform, Many Sites: Lessons from GBS Centers in Penang
- Promoting Team Culture in a Hybrid Workforce
- Managing the workforce: Upskilling and Reskilling to Meet Shifting Skill Requirements in Shared Services
- Rethinking Talent Management Through Innovation: How Can Companies Attract and Retain Top Talent?
- End-to-End Process Integration: Driving Process Optimization in Global Business Services
- Optimizing Process Performance: Focus on Customer Experience
- Leveraging Data Analytics to Enable Digital Transformation in Global Business Services: Insights from Penang, Malaysia
- Artificial Intelligence-Driven Enhancements in Customer Experience: Applications and Challenges of Chatbots in Digital Services
Objectives and Key Themes
This book aims to explore the evolution and current state of Global Business Services (GBS), drawing on case studies and experiences from GBS centers in Penang, Malaysia. It examines the challenges and opportunities presented by technological advancements, workforce shifts, and evolving customer expectations within the GBS landscape.
- Transformation of Shared Services into GBS
- Impact of Technological Advancements (e.g., RPA, AI)
- Talent Management and Workforce Development in GBS
- Process Optimization and Customer Experience
- Leveraging Data Analytics for Digital Transformation
Chapter Summaries
Introduction: This chapter introduces the evolution of shared service centers (SSCs) into Global Business Services (GBS) organizations. It highlights the shift from cost reduction as the primary driver to a focus on efficiency, quality, innovation, and continuous process improvement. The chapter also discusses the impact of technological advancements, such as Robotic Process Automation (RPA), on the evolution of GBS, and how this technology has enabled GBS to move "up the value chain" towards more complex tasks.
One Platform, Many Sites: Lessons from GBS Centers in Penang: This chapter will likely delve into the specific experiences and lessons learned from GBS centers located in Penang, Malaysia. It will probably examine the challenges and successes of operating GBS in this location, potentially focusing on factors such as infrastructure, workforce availability, and cultural considerations. The chapter may offer practical advice and best practices gleaned from the Penang case studies.
Promoting Team Culture in a Hybrid Workforce: This chapter will address the complexities of fostering a strong team culture within a hybrid work environment. It will likely explore strategies for effective communication, collaboration, and team building in a context where employees may be geographically dispersed and working remotely. The chapter might also examine the implications for leadership and management styles in such a setting.
Managing the workforce: Upskilling and Reskilling to Meet Shifting Skill Requirements in Shared Services: This chapter focuses on the critical need for ongoing upskilling and reskilling initiatives within GBS to keep pace with evolving technological advancements and changing business needs. It will probably explore various strategies for training and development, addressing the skills gap and ensuring the workforce possesses the necessary competencies to thrive in a dynamic environment.
Rethinking Talent Management Through Innovation: How Can Companies Attract and Retain Top Talent?: This chapter explores innovative approaches to talent management within GBS, addressing the challenges of attracting and retaining top talent in a competitive job market. The chapter will likely discuss strategies for employee engagement, retention, and career development, potentially examining the role of compensation, benefits, and company culture in attracting and keeping skilled workers.
End-to-End Process Integration: Driving Process Optimization in Global Business Services: This chapter will delve into the importance of end-to-end process integration within GBS to optimize efficiency and effectiveness. It will likely explore various methodologies and tools used to achieve seamless integration and streamline processes across different departments and locations. The chapter may also discuss the benefits of process optimization, such as reduced costs, improved quality, and enhanced customer satisfaction.
Optimizing Process Performance: Focus on Customer Experience: This chapter is likely to explore the crucial link between process optimization and customer experience within GBS. It will probably discuss strategies for improving customer satisfaction and loyalty through efficient and effective service delivery. The chapter may examine how to use data and analytics to identify areas for improvement in customer service and to enhance the overall customer journey.
Leveraging Data Analytics to Enable Digital Transformation in Global Business Services: Insights from Penang, Malaysia: This chapter will likely focus on the use of data analytics to support digital transformation initiatives within GBS, drawing on examples from Penang, Malaysia. It may explore how organizations are leveraging data to gain insights into business operations, improve decision-making, and drive innovation. The chapter will probably also examine the challenges and opportunities associated with implementing data-driven strategies in GBS.
Keywords
Global Business Services (GBS), Shared Services Centers (SSCs), Robotic Process Automation (RPA), Artificial Intelligence (AI), Digital Transformation, Talent Management, Process Optimization, Customer Experience, Hybrid Workforce, Upskilling, Reskilling, Data Analytics, Penang, Malaysia.
Frequently asked questions
What is the purpose of this document?
This document is a comprehensive language preview of a book focusing on Global Business Services (GBS). It includes the title, table of contents, objectives and key themes, chapter summaries, and a list of keywords related to the book's content.
What topics are covered in the book?
The book covers various aspects of GBS, including the transformation of shared services, the impact of technological advancements like RPA and AI, talent management and workforce development, process optimization and customer experience, and the use of data analytics for digital transformation. It also includes case studies and experiences from GBS centers in Penang, Malaysia.
What is the focus of the chapter "One Platform, Many Sites: Lessons from GBS Centers in Penang"?
This chapter specifically explores the experiences and lessons learned from GBS centers in Penang, Malaysia. It likely examines the challenges and successes of operating GBS in that location, potentially focusing on infrastructure, workforce availability, and cultural considerations. It may offer practical advice and best practices from the Penang case studies.
How does the book address the challenges of a hybrid workforce?
The chapter "Promoting Team Culture in a Hybrid Workforce" addresses the complexities of fostering a strong team culture in a hybrid work environment. It likely explores strategies for effective communication, collaboration, and team building when employees are geographically dispersed. It also examines the implications for leadership and management styles.
What strategies for talent management are discussed in the book?
The chapter "Rethinking Talent Management Through Innovation: How Can Companies Attract and Retain Top Talent?" explores innovative approaches to talent management within GBS. It likely discusses strategies for employee engagement, retention, and career development, and the role of compensation, benefits, and company culture in attracting and retaining skilled workers.
Why is process optimization important in GBS, according to the book?
The book highlights the importance of process optimization in GBS for improving efficiency, reducing costs, enhancing customer satisfaction, and achieving seamless integration across different departments and locations. The chapter "End-to-End Process Integration: Driving Process Optimization in Global Business Services" delves into the methodologies and tools used to achieve this.
How does the book connect customer experience to process performance?
The chapter "Optimizing Process Performance: Focus on Customer Experience" explores the crucial link between process optimization and customer experience within GBS. It discusses strategies for improving customer satisfaction and loyalty through efficient and effective service delivery, and examines how data and analytics can be used to identify areas for improvement in customer service.
What is the role of data analytics in digital transformation within GBS, as highlighted in the book?
The chapter "Leveraging Data Analytics to Enable Digital Transformation in Global Business Services: Insights from Penang, Malaysia" focuses on using data analytics to support digital transformation initiatives within GBS. It explores how organizations are leveraging data to gain insights, improve decision-making, and drive innovation. It also examines the challenges and opportunities associated with implementing data-driven strategies.
What are some of the key keywords associated with the book's content?
The keywords include Global Business Services (GBS), Shared Services Centers (SSCs), Robotic Process Automation (RPA), Artificial Intelligence (AI), Digital Transformation, Talent Management, Process Optimization, Customer Experience, Hybrid Workforce, Upskilling, Reskilling, Data Analytics, Penang, and Malaysia.
- Quote paper
- Dirk Klimkeit (Editor), Chien Chien Lo (Editor), 2025, Recent Trends in Shared Services, Munich, GRIN Verlag, https://www.grin.com/document/1613107
