After a stagnated beginning, Florence was brought in from the business side to re-conceptualise and relaunch Philips’ GBS across 70 global markets and functions. Discover how she has approached GBS differently with a strong focus on engagement and performance management:
· Back to the basics: Developing KPIs and performance infrastructure to build a GBS foundation
· A proactive approach to reach out to different markets and functions
· Implement a funnel management model to drive engagement and performance management
· Driving service excellence through standardisation, automation and waste elimination
· Focusing on employee experience to develop internal partners
· Embedding innovation into GBS development