Editor's note: Welcome to "Ask the Expert" where each week, a member of the SSON Global Advisory Board answers a common question in the shared services/GBS space. If you have a question you'd like to ask the advisory board, let us know by emailing info@ssonetwork.com.
First of all – SLAs & KPIs dashboards are DEAD. Today, it is all about real-time & relevant Business Outcomes, including CX plus EX aspects. Moreover, it must be all correlated with the Strategic Goals of your Enterprise.
Second – as a GBS Leader, you must still own and monitor your Leading Metrics at the input level to control & influence expected Business Outcomes e.g., Collections targets vs. DSO.
Finally – it is up to a GBS Leader to regularly seek alignment via Stakeholder Management with the Business, including regional CFOs & GMs & Global C-suites to ensure that GBS operations remain relevant, and you measure what strategically matters.
Here is the snapshot of universal metrics for F&A services in 5 dimensions:
- Cash Flow: DPO and DSO,
- "Financial statement” compliance & accuracy: Timely & Complete (assessed based on agreed criteria) BS reconciliations,
- Cost: % or $ contribution to the bottom-line reduction targets,
- Technology: % of Technology adoption including Automation,
- People: % voluntary Turnover of your High Potential & Performers.
At the end of the day, via proper measurement, you shall be telling the story about how you contribute to the company's strategic objectives. The more disruptive industry you're part of, the more space you have to innovate.
