The Six Million-Dollar Questions

Every GBS Leader Wants To Know

Caroline Basyn
Caroline Basyn
Senior VP, Strategy and Transformation Europe
GBS leader with 30+ years of experience leading business services for companies like Mondelez, Bacardi, and P&G. Caroline is associated with networks like SSON and advises companies on building and strengthening the shared services network
Caroline Basyn
Sashi Narahari
Founder and CEO
CEO and Founder of HighRadius, a Fintech enterprise SaaS company which leverages AI-based Autonomous Systems to help companies automate Accounts Receivable and Treasury. Sashi’s leadership has secured the trust of 200+ Global 2000 companies.

Podcast Summary:
Six Million Dollar Questions every GBS Leaders want to Know

Million Dollar Question #1: What is better for deploying shared services? A captive model or outsourcing to third parties.
Key Points
  • The real best model depends on many different parameters like speed, end-user experience, and cost savings.
  • For speed, getting professional help through a partner is very useful.
  • It depends on the maturity of the process and culture of the organization as well.
  • Most successful GBS organizations are the ones capable of managing an ecosystem of internal and external partners.
Million Dollar Question #2: What companies should do first- Lift-and-shift or Standardization?
Key Points
  • It depends on a couple of parameters.
  • To realize speed in delivering cost savings, the best model is lift-and-shift.
  • Companies thinking about first standardize and automate, usually find it challenging to align 40 different markets to one standard.
  • Companies that stop after lift-and-shift miss big opportunities, and Automation requires scale to deliver results.
Million Dollar Question #3: What is your recommendation for using RPA and AI in GBS centers?
Key Points
  • RPA, AI, and Machine learning are key capabilities to drive productivity.
  • RPA is a capability- at an organization level, a tool, and a process. You need Changement with three components to make it work.
  • Start your RPA journey with processes that bring the most value.
  • The key benefit of using a point solution instead of a pure-play RPA is that you do not have to manage the hassle of maintaining the product.
Million Dollar Question #4: Could you share your secret recipe for transforming GBS from a cost-cutting focus to a revenue growth strategy?
Key Points
  • It is a question of survival in GBS to drive value and increase contribution.
  • You have to move from a cost-cutter to a value-adding role and drive additional revenue.
  • If you don’t evolve, it’s the beginning of the end.
  • As GBS centers mature, they realize they have rich, powerful data. Being able to translate this data from reactive to predictive capabilities helps you move to a revenue growth scope.
Million Dollar Question #5: What is better between Core-ERP and modern niche software platforms? What is the trade-off?
Key Points
  • The most successful CIOs are the ones who understand how to have a good balance in managing different processes and solutions.
  • The new SaaS platforms provide agility and flexibility directed at creating value.
  • CIOs need to balance the agility and responsiveness on one side from the niche platforms and solidarity and robustness provided by ERP platforms.
Million Dollar Question #6: What would be your parting advice for the listeners?
Key Points
  • As you start your GBS organization- surround yourself with highly skilled people.
  • GBS is a profession; it is super important to get people who have done it, who have lived to it.
  • These people who know the techniques, governance, and processes for running GBS when working with internal teams who know the most about the process, it helps you create the best GBS.
  • You cannot sleep on your successes. You need to constantly challenge the status quo and look towards the future.

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