How Effective Change Management Drives Productivity in Global Business Services?

For many years now, large organizations have outsourced their non-business-critical functions to external companies who help simplify their operations. These Global Business Services (GBS) organizations have played a significant role in helping businesses navigate the new business field by taking over the responsibilities of back-office functions and optimizing costs, streamlining costs, and improving compliance.

However, this industry hasn’t progressed as quickly as hoped and it has not managed to keep pace with the changing times. Today, Artificial Intelligence is integrating itself in our world rapidly and one of the major recent developments is Generative AI. While we are used to the power of AI tools and applications in our day-to-day life, Generative AI takes it further with its ability to help us build and create in more amazing ways simply by using data for learning, problem-solving and creativity. Naturally, with technical barriers breaking down, ambitious businesses today demand greater value from their outsourced vendors, and the old GBS model unfortunately is still lacking on that front.

Global Business Services (GBS) organizations that demonstrate the ability to transform into centers of excellence, using data to drive insights and better decision-making are better equipped to cater to the demands of the new world and therefore be more desirable to large enterprises.

Change is the Key to GBS Transformation

While GBS needs to adopt automation and technology to bring it on par with the others, there first needs to be a shift within the industry. GenAI and new tech alone cannot be the way and GBS needs to reinvent itself, embracing a culture of innovation and growth to emerge as a successful player.

What this industry needs is change management to help move GBS businesses in the right direction.

Key Steps to Implement Effective Change Management in GBS

For GBS to become the new agent of change, the industry needs to relook its operations and reinvent the business. Here are key areas that can help GBS companies increase their relevance and eventually, their productivity.

Integrate Change in Every Aspect of the Business

Change is a continuous effort and every function within the organization must play its role. Training team members in change management can ensure it is integrated into every initiative.

Communicate the Need for Change

Change should not be treated as a temporary solution for specific projects. For team members to recognize the importance of change management, there needs to be a communication directive from senior leadership. 

Expand the Scope of Change Management

Do not limit change management to just the business and solutions functions of the enterprise. Include branding, communication, business engagement, stakeholder experience, etc. to have a wider impact.

Go Beyond Communication

Communication alone cannot help achieve organizational goals. There should be a well-thought-out change management strategy that joins forces with effective communication to achieve great results.

Include the GBS team in the Implementation

Successful change management is a team effort. Getting the internal team on board is crucial for its ultimate success. Cross-function training and rotating team members can help organizations develop a change-ready workforce.

Set up a Dedicated Structure for Change Management

Relying on consultants, gig workers, or interim workers might not be beneficial for a long-term change management strategy. Establish a suitable organizational structure that includes fixed and variable staff members.

Hire the Right People

Having the right team is crucial for effectively implementing the change management strategy. Look for people with strong change management abilities who don’t need direction or guidance from top management for every task. Cross-training will go a long way in building an effective change management team. 

Chart Staff Growth Journeys

Discuss GBS career paths for team members and encourage talent retention. When talented individuals see the potential for career growth, they will stay longer and contribute to the change management plan for its long-term success.

Recognize and Reward GBS leaders Appropriately

Identify and value experienced change managers and compensate them competitively for their contribution to the change management plan. It’s important to not just attract the right talent, but also retain them to ensure the success of the change management strategy.

Design a GBS Methodology

Create a playbook with a clearly defined and outlined methodology for change management. This should be designed around the enterprise’s goals and consistently deployed. Make the methodology available to the entire GBS team and train them appropriately.

Define Measurable Change Management Metrics

Identify measurable metrics that can help understand the impact of change management. Visit these metrics regularly and tweak the strategy to derive maximum benefits from the strategy. Some examples of metrics to track include employee engagement and morale, productivity and performance, training completion rates, project milestone achievement, speed of change, and even employee feedback.

Set Aside a GBS Budget

Revise funding strategies and invest in change management to truly experience its impact. Skilled change management leaders might come at a price but the long-term benefits far outweigh the investment.

Also Read: Productivity Management: Benefits & Measurement Tips

Conclusion: Embracing Change is the Future of GBS

GBS organizations have understood and mastered their role in bringing value to modern enterprises. However, and this is the challenge, future success relies heavily upon effective change management. Unfortunately, not many GBS organizations have the capabilities for organizational change management.

It’s about time that GBS organizations embrace and lead the way for new and disruptive technology. Neglecting to move with the times can result in greater attrition, lost opportunities, and missing out on future growth.

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