How Global Business Services (GBS) Are Leaning into Process Mining
Greater Insights, Visibility, and Connectivity Differentiate Winning Organizations
Introduction
Global Business Services (GBS) organizations are navigating an era of unprecedented and increasing complexity. With operations spanning regions, languages, and regulatory environments, these organizations require efficient and standardized processes to thrive. What differentiates GBS organizations is how well they understand their existing processes and can further improve them to improve operational efficiency. For this reason, you see process improvement, metric reporting and increasingly process mining as key compontents for successful organizations.
This article explores why GBS organizations are embracing process mining and how it’s transforming their operational landscapes.
Why GBS Organizations Need Process Mining
Complexity and Scale
Global service organizations manage intricate, interdependent workflows across multiple countries. Process mining enables them to untangle these complexities by delivering real-time, data-driven insights. Whether it’s ensuring seamless handoffs between teams or optimizing cross-border workflows, process mining empowers GBS leaders to pinpoint inefficiencies and enhance performance.
Standardization and Consistency
For GBS organizations, consistency is key to customer satisfaction and trust. Process mining helps standardize workflows, ensuring service delivery is uniform across all locations. By identifying and addressing variations, organizations can maintain high service levels and deliver a consistent customer experience globally.
Particiular importantance should be paid to how processes can be standardized across different systems - thus allowing for further simplification and long term consolidation of systems.
Compliance and Risk Management
Navigating regulatory requirements is a significant challenge for global organizations. Process mining provides real-time insights into compliance gaps, helping GBS organizations proactively mitigate risks. This not only reduces potential fines but also ensures adherence to industry standards, strengthening operational resilience. This is an area which will grow as process mining will enable real-time proactive monitoring and insights.
Benefits of Process Mining for GBS
Enhanced Process Transparency
Process mining delivers a bird’s-eye view of end-to-end workflows, making it easier to spot bottlenecks, redundancies, and delays. This visibility accelerates problem-solving and fosters a culture of accountability and improvement.
Data-Driven Decision-Making
Real-time data is a powerful enabler for prioritizing improvements. Process mining provides actionable insights that allow organizations to make proactive, evidence-based decisions. For instance, identifying a recurring delay in procurement can lead to targeted interventions that streamline operations.
Continuous Improvement and Automation
Process mining is a catalyst for continuous improvement. By identifying repetitive tasks suited for automation, it helps GBS organizations streamline processes and free up resources for high-value activities. This iterative approach ensures processes remain efficient and aligned with business goals.
Customer Experience Enhancement
Fast, efficient processes are the backbone of exceptional customer experiences. Process mining reduces processing times, ensures consistent service delivery, and facilitates rapid issue resolution—transforming the customer journey from reactive to proactive.
Real-World Applications of Process Mining
Case Study: Three-Way Matching of Invoices
For a large medical customer, a custom analysis capability comparing multiple data sources to ensure accurate invoicing and reduction in duplicates. This capability previously existed but required a costly subscription and was delayed due sharing of files. Leveraging process mining allows this activity to be near real-time and proactive notifications for prompting action.
Case Study: Standardizing Order to Cash
Leveraging a standard data model, a Fortune 50 supply chain was able to compare multiple different SAP instances. Being able to see how 10+ SAP systems perform in comparision to each other enables simplification, standardization and ultimately consolidation. Futhermore this high degree of insights enabled a cash flow improvement program leveraging GBS resources.
Conclusion
Global Business Services organizations face growing complexity and heightened expectations. Process mining emerges as a critical tool, providing visibility, control, and the agility to adapt. By embracing process mining, GBS leaders can drive operational efficiency, elevate customer experiences, and achieve strategic objectives.
If you’re ready to explore how process mining can transform your organization or want to highlight your successes in this space, please reachout!