This program includes the five major components: Foundations, Service Management, Operations Management, Transformation and Change Management, and Leadership. Students who complete the five modules receive a Certified Business Services Institute Professional (BSIP Designation).
This program will be fully online, with each module lasting three weeks and each course approximately two to four hours. The program starts Thursday, February 25th and continues through Thursday, June 3rd. The specific dates and times (EST) are listed below.
There are 51 hours in total.
GBS Overview: which includes the Business Case for GBS, the History of GBS and an explanation of how the GBS model works.
Initial Implementation: which covers possible Business Models and Operating Models for GBS, including Client Management, Service Management and Operations Management.
Deeper introductions into the roles of responsibilities of Service Management versus Operations Management.
A prerequisite for all GBS Training Modules. This GBS Foundation covers all the areas of knowledge that form the basis of GBS practice. This includes an overview of what GBS is, why it is valuable, how it is implemented, how to set up strong processes and operating models and how to target a motivating and compelling end state vision.
Service Fundamentals: which includes an explanation of Running (GBS) as a Business, The Service Management Role and The Brand Building Framework.
Service Design: includes an overview of various aspects of Service Catalog Design, Service Fundamentals Design and the definition of the Customer and User groups.
Service Strategy: Focuses on the definition of a strong service strategy (Where to play, How to Win, Vehicles, Roadmap and Financials) Client and User Understanding, Joint Business Plans & Business Engagement Management, Service Planning & Allocation and Benchmarking.
GBS Service Management covers all aspects of defining, building and running Services for the business. These topics are critical for running an effective, efficient service organization. This course uses the brand building framework of Who we serve, What we do and How we meet the business need and teaches how to focus on value delivery.
Operations Planning: which includes defining Objectives, defining-Measures, Process Documentation & Effort estimation.
Operations Control: which covers Daily Management & Incident Management.
Quality Management: that will address Problem Analysis, Corrective Actions & Continuous Improvements.
GBS Operations Management covers a range of knowledge areas that result in the creation and management of efficient processes to deliver an organization's product of service.
Automation/Digital: explains what Digital Transformation is and discusses elements of Digital Platforms.
Opportunity Assessment: covers ways to identify services and processes in organizations that could benefit greatly from transformation initiatives. Also discusses techniques for driving incremental improvements as well as breakthrough innovations.
Executing Transformation: includes discussions on setting up a Transformation Program, managing projects, and managing change across the enterprise.
GBS Transformation covers all the areas of knowledge related to organizational transformation projects. From identifying opportunities ripe for transformation, to being able to manage projects and successfully deliver on the objectives., all key concepts are discussed. We will also cover important technologies that are key to automation and Digital Transformation efforts.
Operational Leadership and Strategy: which includes an explanation of end state back strategy, roadmap to get to Stage 4 GBS and how to design the GBS operating model.
Continuous Improvement Strategy: covers the end-to-end processes re-engineering, intelligent process automation, and how to integrate IT and GBS functions. Finally, we include a section on Analytical Business operations.
Future State Strategy: includes Stage 4 GBS and Digital Transformation, the '5E Model' to set up Future state and how to manage Stage 4 organizational change.
GBS Leadership covers all aspects of GBS Leadership & Strategy, continuous improvement and future state strategy for GBS. It will explain several concepts that are critical for running an effective, efficient GBS organization.