Supercharge the performance of your Global Capability Center (GCC) with our comprehensive suite of Essential Key Performance Indicators (KPIs). Designed to drive efficiency, productivity, and strategic growth, our KPI framework empowers GCCs to measure, track, and optimize their operations, delivering exceptional value and driving sustainable success.

1. THE METRICS
THE METRICS
THAT MATTER
THAT MATTER
THE ESSENTIAL KPIS FOR
THE ESSENTIAL KPIS FOR
GLOBAL CAPABILITY
GLOBAL CAPABILITY
CENTERS (GCCS)
CENTERS (GCCS)

2. Over the past three decades, Global Capability Centers (GCCs) have undergone
signi cant transformation, shifting from being single-function Shared Services to
multi-functional Global Business Services (GBS) organizations led by digital
technology. Today's modern GCCs are equipped to perform complex decision-
making tasks while simultaneously streamlining transactional activities through
centralization and automation.
By leveraging technology, they are revolutionizing operations to become more
exible and adaptable. These centers are no longer solely focused on cost-saving
measures but are instead regarded as strategic partners to enterprises, capable
of providing a sustained competitive advantage.
“According to a survey by Deloitte,75% of companies have plans to expandtheir
GCCs in the next three years. This indicates that businesses see GCCs as an
effective way to build operational resilience and achieve strategic goals.”
INTRODUCTION
INTRODUCTION

3. In today's globalized economy, organizations are increasingly establishing Global Capability Centers (GCCs) to
achieve cost savings, drive innovation, and enhance their operational ef ciencies. GCCs are an essential part of the
company's global footprint and are instrumental in delivering value-added services, technology, and innovation to
customers. However, to achieve continuous improvement in operations, GCCs need to identify and measure their
Key Performance Indicators (KPIs).
Source: Mckinsey

4. KPIs are critical metrics that help organizations measure their performance against their objectives, and GCCs are no exception. The right
KPIs can provide insights into how well the GCC is functioning, identify areas for improvement, and help in making data-driven decisions.
Moreover, KPIs help the GCCs align their operations with the parent company's objectives and drive collaboration between the GCC and
other business unit.
In this blog, we will discuss the KPIs that GCCs can use to improve their operations and drive continuous improvement.
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5. #1. Process improvement: IT measures the percentage of processes that have been improved or optimized.
GCCs should aim to continuously improve their processes to enhance their operational ef ciency. Best practices
include establishing a process improvement culture, implementing process automation, and conducting regular
process audits.
#2. Quality improvement: It measures the percentage of improvement in the quality of services delivered by
GCCs. GCCs should aim to continuously improve the quality of their services to enhance their operational ef
ciency. It involves implementing quality control mechanisms, providing adequate training to employees, and
conducting regular quality audits.
#3. Innovation: According to a survey by Deloitte, 81% of companies reported that their GCCs help them
achieve innovations, better business agility and adaptability. Innovation measures the level of innovation and
creativity in continuous improvement initiatives. GCCs should aim to foster a culture of innovation and
creativity to enhance the success of their improvement initiatives. Best practices include establishing a process
improvement culture, encouraging employee participation in improvement initiatives, and recognizing and
rewarding innovative ideas.
#4. Process cycle time reduction: measures the percentage of reduction in process cycle time achieved
throughcontinuous improvement initiatives. GCCs should aim to reduce process cycle time to enhance their
operational ef ciency. So that, implementing process automation, identifying process bottlenecks, and
continuously improvingprocesses can be smooth.
Continuous improvement is critical to the success of Global Capability Centers (GCCs) as it helps to enhance their operational ef ciency,
reduce costs, and improve service quality. Key Performance Indicators (KPIs) for continuous improvement strategies help to monitor and
measure the effectiveness of the improvement initiatives.
Here are some KPIs for continuous improvement strategies for GCCs with best practices:

6. #5. Employee engagement: According to a survey by HfS Research, 80% of GCCs have highly skilled talent that is critical to their parent
company's operations.
Employee engagement measures the level of engagement and participation of employees in continuous improvement initiatives. GCCs
should aim to increase employee engagement to enhance the success of their improvement initiatives. It involves establishing a process
improvement culture, providing adequate training to employees, and recognizing and rewarding employee contributions.
#6. Customer satisfaction: Customer satisfaction measures the level of satisfaction of customers or end-users with the services provided
by GCCs. GCCs should aim to improve customer satisfaction through continuous improvement initiatives. The practices involve
implementing a knowledge management system, providing adequate training to employees, and establishing a quality control mechanism.
#7. Cost savings: According to a survey by EY, 63% of GCCs help their parent companies achieve cost savings. Cost savings measure the
amount of cost savings achieved through continuous improvement initiatives. GCCs should aim to achieve signi cant cost savings while
maintaining or improving quality. It includes implementing process automation, identifying process bottlenecks, and continuously
improving processes.
Therefore, measuring the performance of GCCs using KPIs for continuous improvement strategies is essential to monitor and improve the
effectiveness of their improvement initiatives. GCCs should adopt best practices to continuously improve their processes, enhance
operational ef ciency, and achieve long-term sustainability. By doing so, GCCs can contribute to the success of the parent organization
and achieve their strategic objectives.
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