How an End-to-End Process Focus Improves Visibility and exposes the “Blind Spots” that dilute Financial and Operational Performance.

 Whilst we tend to focus on the P&L, we know the Balance Sheet determines the true “health” of the business. Genuine visibility …

Did you know up to 40% of service demand is failure demand?

Work that should never have been created in the first place.

“Failure Demand” is the demand on resources caused by a failure to do something right for the …

GBS Trends Benchmarks & Insights – 2025

“T-Bang & the Caterpillar” is BACK!

Tom Bangemann is Head of Data Development & Research at SSON Research & Analytics and joined us to share the latest research on Digital Transformation, Shared Services …

After 30 brief months leading the league of transformative technologies, Generative AI has ceded poll position to Agentic AI in the minds of futurists, management consultants and technology marketeers.

The promise of autonomous business processes with minimal human intervention could …

We talk a LOT about “Business Value” in any service delivery organization, nowhere more than in Global Business Services (GBS).

Dean Czuma and I discussed this from our respective homes in Chicago and London.

Dean spent 10 years as Head …

T-Bang: “The Caterpillar has a new Skateboard”

Tom Bangemann is Head of Data Development & Research at SSON Research & Analytics and joined us to share the latest research on Digital Transformation, Shared Services & GBS.

He really did “Write …

Most Transformation case studies you hear are the “successes” presented “sunny side up”.

Not this one.

How do we achieve the transformation “Nirvana”, that “promised land” we are told exists which always seems just out of reach?

The answer lies …

Post pandemic, just when we thought everything would “calm down”, we have entered a new “perfect storm” of risk.

The pace of technological innovation, economic challenges, supply chain issues, a turbulent global environment and diverging regulations create a need for …

Stamina, Strength, Efficiency, Agility, Control, Speed . . .

Operational Excellence is the key.

With a turbulent global economy, geopolitical instability and volatile consumer demand, there is a perfect storm that demands Operational Excellence.

Bringing together a co-ordinated focus on …

The “Spend Cycle” or Purchase to Pay, is regarded as the business process most susceptible to systemic process breakdown. Maybe because it touches so many people within and beyond the organization and thus is exposed to behaviors that can increase …