Fireside Chat: Global Business Services for More than Shared Services

Accelerate Revenues, Launch New Products, Optimize Operations

In the mainstage Fireside Chat, moderated by Atul Vashistha, COP, Chairman Neo Group & Supply Wisdom, panelists explored how leading companies are using Global Business Services (GBS) to do more than just share services but also to accelerate revenues, launch new products and optimize operations.

Few companies have yet to obtain the highest level five in the evolution model of GBS of delivering strategic value on par with world-class GBS programs, noted panelist Suzanne Leopoldi-Nichols, President, Global Business Services, UPS.

UPS has launched its own 2.0 in GBS and is moving into the advanced stages of GBS and sees obtaining the highest level as a “guiding light,” Leopoldi-Nichols said. She said the company is focused on strengthening its core competencies and outsourcing the remaining 40 percent of functions to strategic partners.

“If we don’t think about disruption, someone will disrupt you,” she said. “At UPS, we have pivoted many times. You have to look at how you’ll compete to be there for the next 100 years.”

“Be dissatisfied with mediocrity,” said Leopoldi-Nichols, who later in the event was inducted into IAOP’s Leadership Hall of Fame.

Ofelia Fernandez, LAC Regional Financial Controller & General Manager, Enterprise Operations Bogotá, Diageo, noted that the average age of the company’s employees is 28 and these younger employees desire a learning and teaching work environment that is more focused on experiences and people.

Both panelists shared the need to first work on process excellence and then add the latest technology to advance your processes.

“You need to have strong and robust basics and then put the technology on it,” Fernandez said. “We’re building the plane while flying it.”

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