Many GBS models appear stable at launch but struggle as complexity increases. This article explores why structural clarity alone is not enough, and how phased build-up discipline protects long-term stability.

In Public Listed Companies, Ownership Is Financial Inside most organisations, ownership feels operational. It determines who decides, who escalates, and who resolves issues. In public listed company, however, ownership carries financial consequences. Once listed, performance is no longer evaluated internally. It is judged externally, quarter by quarter — by shareholders assessing consistency, predictability, and management credibility. Execution discipline becomes visible t

In many organisations, GBS performance is seen as an internal matter. Service levels, cost savings, and transformation progress are discussed within leadership meetings. The impact stays inside the company. However, in a public listed company (PLC) , that assumption no longer holds. Visibility changes the equation.  Every quarter, financial results are disclosed and judged. Predictability matters as much as performance. When results move unexpectedly, questions follow quickly

When Global Business Services (GBS) performance begins to struggle, governance is often the first place organisations look for reassurance.

Most GBS business cases do not fail at approval. They break after year one. 

This article explores the gap between approval and operational reality, and why that gap is where many GBS transformations begin to break.

This article focus on what leaders often miss next by assessing the early readiness signals that appear before go-live, but are too easily dismissed.

Most GBS business cases do not fail at approval. They break after year one. 

Why approval is not the same as readiness Global Business Services , or GBS, is no longer a new concept. For organizations, it is now the model used to organize work across functions, regions, and teams.    Because GBS is seen as a strategic move, there is often pressure to move quickly. Once the business case looks strong, the assumption is that the organization is ready to proceed.    Yet across many GBS journeys, one pattern keeps appearing: a strong business case does not

AGOS GBS Summit convened global CFOs, Heads of GBS, and transformation leaders to explore how digital technologies and AI are reshaping the future of Global Business Services.

As Global Business Services (GBS) continue to mature in Malaysia and across the region, organizations are increasingly shifting from traditional Service Level Agreements (SLAs) to a more holistic, people-centric model— Experience-Level Agreements (XLAs) .  While SLAs measure output (e.g., response time, accuracy, compliance), XLAs focus on how end users feel  about the services they receive—capturing sentiment, satisfaction, and perceived value. For GBS leaders aiming to deli

Introduction   As Malaysia strengthens its position as a leading hub for shared services  and Global Business Services (GBS)  in Southeast Asia, organizations are facing a clear mandate: evolve—or risk being left behind. With technology reshaping how companies operate, the concept of the intelligent enterprise  is no longer just a buzzword—it’s becoming a competitive necessity.  At the upcoming AGOS GBS Summit 2025 , we are proud to host industry leader Rao Murugesh  as a pan

Artificial Intelligence (AI) is no longer a futuristic concept, it’s revolutionizing how Global Business Services (GBS) operate today. A McKinsey report shows AI adoption is rising 78% of organizations now use AI in at least one function, up from 55% a year ago. According to GBS leaders, the integration of AI empowers GBS organizations to sharpen their competitive edge by enhancing efficiency, driving data-informed decisions, and unlocking new value streams. Yet, the true pow

Artificial Intelligence (AI) has been widely discussed in literature and media for its transformative potential across multiple industries, GBS included. These technologies are reshaping how organizations operate—driving efficiency, reducing costs, and enhancing decision-making. However, AI adoption comes with strategic and operational challenges that must be carefully navigated. The GBS AI Adoption Challenge: More Than Just Technology Our extensive work with GBS leaders rev

When it comes to AI adoption in Global Business Services (GBS), we see a spectrum of awareness and readiness. According to the AI Awareness and Adoption in GBS Organizations survey, 34% of respondents aim to enhance operational efficiency and achieve cost savings by integrating AI within Global Business Services (GBS), an indication that leaders are exploring how the power of AI can be harnessed within their organisations. Challenges in adopting AI in Global Business Services

(Published on SME Malaysia on February 16 2019) One of the best question that had been thrown to me whilst speaking on Finance...

Kuala Lumpur, 24 June 2016 – ICAEW (Institute of Chartered Accountants in England and Wales) together with Malaysia Digital Economy...