GCCs in the New Normal: “Intelligent Everything” for staying ahead of the curve
Blog: NASSCOM Official Blog
The COVID pandemic has enforced unprecedented transformation in the current business ecosystem, leading to meteoric shifts in business strategies and changes in business game plans overnight. The New Normal, as we have come to terms with it, is challenging the status quo, leading to a realignment of the people, process, and technology elements to address problems and unearth new opportunities.
The pandemic has prompted organisations to reassess their business and technology preparedness, identify emerging needs and implement effective and simplified solutions to ensure future sustenance and to drive higher productivity. The focus has clearly shifted to the tripartite solution in the form of Recovery, Restoration, and Relevance for the future.
Going forward, the key performance parameters for GCCs will be their agility in areas of business continuity, innovation, employee productivity, sourcing strategies, and people supply chain. With “Intelligent Everything” driving digital migration, this is the time for organisations to effectively leverage their GCCs for driving the enterprise innovation agenda.
This has accelerated a shift in GCCs to scale engagements through DevOps and Agile operating models (DAOM). It needs embracing change in the way teams operate as one global team with end-to-end responsibility. DAOM can propel GCCs to the next level in the evolution journey by transforming their ways of working. The DAOM focus on Products will bring GCC teams closer to the business and end users / customers, thereby adding further value to business.
Following are some of the key factors to be considered in the New Normal to effect this change and acceleration:
- Realigning services to the current needs of the global organization and clients to create higher value
- Simplifying governance and embracing new KPIs and structure in an environment of boundaryless, distributed workforce
- Transforming workforce with reskilling and upskilling, aligning to Products mindset in addition to the Technology focus, and enabling continuous learning
- Increased adoption of automation and tools, and use of technology to improve process maturity and control
- More protective work environment to prevent vulnerabilities from a security perspective
Being Tomorrow ready is key to success. GCC teams should focus on Innovation, driving new products and customer experience. By increasing their value proposition, GCC teams can help their enterprise to stay ‘ahead of the curve.’
Global enterprises are expected to leverage their in-house units more than ever. GCCs can seize the moment and accelerate their journey from cost / value play to become truly Innovation players and a key driver for value creation at an enterprise level.
Best-in-class GCCs have a sharper focus on the innovation theme and will continue to accelerate their innovation journey. This will be at the heart of the future enterprise. And COVID-19 and its economic aftermath will only strengthen the overall GCC value proposition.