Successfully Navigating Transition Of Services To A Global Capability Center Or Offshore Provider

The Transition Life Cycle

The hard work of designing a future GBS operating environment is done, and a lower cost, more efficient future way of working, utilizing offshore delivery and intelligent automation, has been agreed upon. The opportunity for higher quality, defined by faster turnaround times and fewer mistakes, can be realized — all at a considerably reduced cost. However, driving such success requires that the transition be planned thoroughly and executed in every detail.

Initially, companies are excited about the opportunity and have high expectations. They feel confident in the solution that has been developed and negotiated, and are typically confident in the ability of the offshore team, whether internal or from the supplier. The approach of the company is often "hands off," and while this is initially comfortable, mistakes will inevitably occur. Questions start to be raised about the wisdom of the new operating model, but few understand the