How to Evolve GBS “service” by moving from metrics reporting to interpretation of data analytics

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Lufthansa GBS started in 2003 as Airline Accounting Center. Since then the organization has evolved and matured and during the last 18 months has gone through various changes including name rebranding and migrations of multiple Headcounts. For LGBS as an Organization, ‘metrics’ has been a key focus, having moved from tracking customers’ preferred metrics to identifying and prioritizing standardized metrics which would be reported to GBS operations as well as its business unit customers with a standard reporting package.

The next step, which Madhu Aravindakshan is just embarking on, will be to identify the most appropriate use of these data sets for in-depth analytics, and interpreting that message.

View this on demand session to find out how Lufthansa’s GBS has evolved from the initial set-up phase to standardization journey with metrics strategy that supports its customers’ service requirements, as well as how it plans to drive to the next level of value creation through analytics.


  • Madhu Kunnampilly Aravindakshan, Head of Operations - Management Reporting at Lufthansa Global Business Services