Factors Influencing the Service Delivery Performance of Global Capability Centres

Abstract

As organizations worldwide grapple with the aftermath and implications of COVID-19 pandemic on their existence and sustenance, the top 500 fortune organizations continue to aggressively etch their way up the value chain with substantial manoeuvring from their Global Capability Centres or GCCs in India. As per a report by Shared Services Outsourcing Network SSON, 63% of enterprises have mentioned that their business-critical operations have been affected by the pandemic. COVID-19 has exposed the limitations of the current Business Continuity Plans (BCP) and has upended the business-as-usual of GCCs in ways more than one, giving the contemporary Shared Services model yet another reason to morph its way up the value chain. newlineGCCs in India are the offshore Shared Service Centres or SSCs of large organizations worldwide that are set up to leverage the unique advantages India has to offer beyond the benefits of cost and process efficiencies. GCCs, by definition are the SSCs created to handle support functions from single unit, previously performed independently by different units within an organisation, in order to attain one or more of the organizational goals of cost reduction, process efficiency, quality improvement, increased customer satisfaction etc. India, over the years has consolidated its position as the top destination of GCCs by organizations world over, with an emphasis on innovation, start-up collaboration and technology adoption newline