Global Business Services: Trends in Measurement and Performance Improvement
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Enterprises are accelerating the pace at which they are adopting global business services model (GBS), but most of these organizations are still in the incipient stages of GBS maturity. Taking a GBS organization to the next level requires a comprehensive vision and a highly coordinated series of transformational steps. The Hackett Group's recent survey of Shared Services & Outsourcing Network (SSON) members found that, while GBS executives recognize the importance of monitoring performance, most are still struggling to move their metrics and measurement capabilities to the next level.
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