PODCAST

Measuring the success of global business services (GBS)

Rick Bertheaud, Ben Schafer, and Atul Shahi discuss actionable metrics on business outcomes that shed light on the effectiveness of organizations' service delivery processes.

Jun 16, 2016

For organizations wanting to set the stage for continued evolution and innovation within the global business services (GBS) model, actionable metrics on business outcomes that shed light on the effectiveness of your service delivery processes are a critical component.

In this podcast, Shared Services and Outsourcing Advisory's Rick Bertheaud, Ben Schafer, and Atul Shahi sit down with Stan Lepeak to discuss: 

  • challenges facing the GBS executive today
  • tying the right metrics back to business outcomes
  • practical pointers for organizations at various levels of their GBS journey.

 

To go deeper into metrics, read the whitepaper Obscuring the real story: Your Global Business Services (GBS) scorecard may be 99 percent green but 100 percent irrelevant.

Rick Bertheaud

Rick Bertheaud

Principal, Advisory, KPMG

Ben Schafer

Ben Schafer

Managing Director, Advisory, KPMG (US)

Stan Lepeak

Stan Lepeak

Global Research Director, KPMG (US)