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
1 Introduction
2 One Platform, Many Sites: Lessons from GBS Centers in Penang
3 Promoting Team Culture in a Hybrid Workforce
4 Managing the workforce: Upskilling and Reskilling to Meet Shifting Skill Requirements in Shared Services
5 Rethinking Talent Management Through Innovation: How Can Companies Attract and Retain Top Talent?
6 End-to-End Process Integration: Driving Process Optimization in Global Business Services
7 Optimizing Process Performance: Focus on Customer Experience
8 Leveraging Data Analytics to Enable Digital Transformation in Global Business Services: Insights from Penang, Malaysia
9 Artificial Intelligence-Driven Enhancements in Customer Experience: Applications and Challenges of Chatbots in Digital Services
Research Objectives & Key Themes
This edited volume aims to analyze recent trends in Global Business Services (GBS) by synthesizing academic literature with empirical insights gathered from a specialized study tour of GBS centers in Penang, Malaysia. The primary research focus addresses how modern organizations adapt their operational and talent management strategies to thrive in a volatile, digitally-driven business environment.
- Evolution of GBS operating models and service delivery frameworks.
- Strategies for managing hybrid workforces and cultivating cohesive team culture.
- Techniques for effective upskilling, reskilling, and talent acquisition in a competitive market.
- Implementation of end-to-end (E2E) process integration to drive operational efficiency.
- Leveraging data analytics and AI-driven technologies to enhance customer experience.
Excerpt from the Book
2.1 Literature Review
GBS is regarded as an evolution of the traditional shared services model, combining multiple business functions such as finance, HR, and IT into a single, enterprise-wide organizational unit. Unlike earlier shared service centers that often operated with a narrow, function-specific and regional focus, GBS organizations function globally by using cross-functional integration and advanced technologies to deliver scalable, efficient, and consistent services across international operations. As EY, the advisory firm, outlines:
“The SSCs of the company form a network for the coordinated delivery of its internal services. … There should be intensive collaboration, knowledge-sharing, and standardization of processes in the global network” (EY, 2013, 2015, as cited in Klimkeit et al., 2024, p. 346).
The reasons for adopting such a network approach include making use of diverse talent pools, enabling 24/7 “follow-the-sun” operations and building redundancy for business continuity.
Summary of Chapters
1 Introduction: This chapter provides an overview of recent trends in shared services, focusing on areas like service delivery models, the future of work, and digitalization.
2 One Platform, Many Sites: Lessons from GBS Centers in Penang: This paper examines the implementation of platform-based delivery methods within distributed GBS networks to ensure global consistency.
3 Promoting Team Culture in a Hybrid Workforce: This chapter explores strategies for maintaining team cohesion and organizational identity in a hybrid working environment.
4 Managing the workforce: Upskilling and Reskilling to Meet Shifting Skill Requirements in Shared Services: This paper analyzes how GBS organizations strategically respond to new competence demands through structured learning and development.
5 Rethinking Talent Management Through Innovation: How Can Companies Attract and Retain Top Talent?: This study discusses innovative approaches to talent acquisition and retention amidst rapid technological change and shifting workforce demographics.
6 End-to-End Process Integration: Driving Process Optimization in Global Business Services: This paper investigates the strategic implementation of E2E process integration to shift from functional to holistic service excellence.
7 Optimizing Process Performance: Focus on Customer Experience: This article explores the multidimensional concept of Customer Experience and its critical role as a success factor in contemporary business.
8 Leveraging Data Analytics to Enable Digital Transformation in Global Business Services: Insights from Penang, Malaysia: This chapter examines the usage of data analytics as a lever for digitalization and operational decision-making in GBS centers.
9 Artificial Intelligence-Driven Enhancements in Customer Experience: Applications and Challenges of Chatbots in Digital Services: This article focuses on the disruptive power of AI and chatbots in providing real-time, humanized customer service interactions.
Keywords
Global Business Services, Shared Service Centers, Digital Transformation, Hybrid Workforce, Team Culture, Talent Management, Upskilling, Reskilling, End-to-End Process Integration, Customer Experience, Data Analytics, Artificial Intelligence, Chatbots, Process Optimization, Innovation.
Frequently Asked Questions
What is the core focus of this publication?
The book explores the evolution of Global Business Services (GBS) by combining theoretical frameworks with practical industry observations from GBS centers located in Penang, Malaysia.
What are the primary themes discussed in the chapters?
The chapters cover key areas including workforce management, hybrid team culture, end-to-end process integration, talent acquisition, customer experience, and the role of digital technologies like AI and analytics.
What is the overarching research goal?
The objective is to understand how multinational firms adapt their strategies to maintain operational excellence and competitive advantage in a dynamic global business landscape.
Which research methodology was employed?
The research is based on a synthesis of existing literature and empirical qualitative insights gathered through site visits, management presentations, and Q&A sessions at five multinational GBS centers.
What topics are treated in the main body of the work?
The main body addresses organizational structural changes, the adoption of digital platforms, the shifting skill sets required for modern service delivery, and the strategic implementation of emerging technologies.
Which keywords best characterize the work?
Key terms include GBS, digital transformation, talent management, hybrid workforce, data analytics, AI, and customer experience.
How does the book address the shift in workforce skills?
Chapter 4 specifically delves into the distinction between upskilling and reskilling, emphasizing the need for continuous learning to meet the demands of automated and strategic service roles.
What role does the regional context of Penang play in this study?
Penang serves as a case study for a thriving GBS hub where researchers observed how localized talent and infrastructure interact with global service delivery standards.
How are chatbots utilized in GBS environments?
Chapter 9 details how chatbots are used to mimic service agents, handle high-volume inquiries, and provide 24/7 support, thereby enhancing customer satisfaction through real-time interaction.
- Citation du texte
- Dirk Klimkeit (Éditeur), Chien Chien Lo (Éditeur), 2025, Recent Trends in Shared Services, Munich, GRIN Verlag, https://www.grin.com/document/1613107
