Digitalisation of Global Business Services

The concept of Global Business Services (GBS) is well recognised and researched by both scholars and practitioners. However, the complexity of applying GBS has been the subject of various critiques due to its effect on firms’ business processes, service portfolio and provisioning of in-house as well as outsourced services. Although GBS results have been much criticised, this book argues that the rise of digitalisation reopens the question of implementing GBS successfully.

 

The findings of this novel research, which is based on a multi-method approach, provide insights in relevant GBS factors and how these factors affect a GBS implementation strategy.  Further analysis show how digitalisation, including platforms and AI, enable GBS organisations to decrease implementation issues. Research outcomes illustrate that firms which apply an enterprise ecosystem approach are better able to exchange GBS information. The willingness and ability of firms to intensify the collaboration at managerial and subject matter level will help to overcome GBS implementation challenges. This book puts forward the case that the rise of digitalisation enables GBS organisations to provide benefits and ensure that the GBS business model still matters. It will be of great interest to scholars and students of digital business and innovation.

"Global Business Services (GBS) plays a crucial role as a driving force behind economic growth. However, many enterprises encounter challenges in effectively implementing GBS. In this context, enterprises adopt a plural sourcing strategy, bundling global business services into a diverse portfolio. In their groundbreaking book, "Digitalisation of GBS - Orchestrating the Enterprise Ecosystem" Albert Plugge and Shahrokh Nikou delve into the factors influencing a successful GBS portfolio and explore the profound impact of digitalisation on GBS. Through meticulous research and analysis of an extensive international firm dataset, they have identified critical antecedents that demand constant attention to adapt to GBS changes effectively. Notably, the authors present four compelling case studies centred around financial business services, demonstrating that adopting an ecosystem approach empowers enterprises to skilfully orchestrate their GBS portfolio and align it with the essential antecedents. The multimethod approach employed in this book delivers cutting-edge insights into effectively managing a GBS portfolio. By reading this book enterprise management gains valuable insights to navigate the dynamic landscape of global business services successfully. This book offers practical and novel strategies to capitalise on GBS opportunities and drive organizational growth." – Professor Jochen Wirtz, Ph.D.,Vice Dean MBA Programmes at National University of Singapore 

"This book, written by outsourcing experts, provides unique insights into factors that are important for value (co-)creation in the context of an enterprise ecosystem for global business services. Based on extensive research that combines quantitative and qualitative methods the authors examine resource orchestration approaches to plural sourcing and offer detailed guidance to enterprises engaging with suppliers in the provision of global business services on how to organize theirservice portfolio within their enterprise ecosystem. Case studies that examine the implementation of global business services in major functions (Finance & Accounting, Supply Chain Management, Human Resources and Information Technology) discuss challenges and provide a range of practical examples that managers reading this book could easily relate to."– Professor Julia Kotlarsky, Ph.D.at The University of Auckland Business School, New Zealand 



"The model of Global Business Services has been in place for well over a decade. Where it started with a small number of multi-nationals, it has evolved across multiple organisations, geographies and functions in scope. Initial focus predominantly on efficiency gains and breaking down the functional silos, nowadays the focus has moved to value add, innovation (like AI, ESG) and talent management. All leadership teams are somewhere on the journey, learning from each other and testing new concepts every day. Key in all of these developments is a business services portfolio with a clear supporting orchestration role. Without such a orchestration, impact will be limited and fragmented.   

Within the field of global business services, academic studies are quite rare. A missed opportunity and therefore even more encouraging that Albert Plugge and Shahrokh Nikou has picked up the glove and created a great read. Both authors were able to bridge the day to day practice with in-depth research and academical perspectives. I encourage you as a reader to set aside some time and read the book, it will broaden your horizons."– Alexander Raaijmakers, Partner and Head of Finance & Business Services Advisory, KPMG, The Netherlands

Albert Plugge is a Professor at Nyenrode Business University in the Netherlands. His research interests comprise of ESG, transformation, digitalisation, global business services, and their effect on organisational structures. He has published widely and is a co-chair of the HICSS Conference, managing the mini track Socio-Technical Issues in Organisational Information Technologies.

Shahrokh Nikou is an Assistant Professor of Organisational Design in the Faculty of Industrial Design Engineering at Delft University of Technology in the Netherlands. His research focuses on digitalisation, digital transformation, organisational design, sustainable business strategy and sufficiency-oriented approach, spanning both organisational and individual domains.