Eliminate. Simplify. Standardize. Automate. (ESSA) — Is Your GBS AI-Ready?

Why Process Maturity is Critical for AI Success in GBS 

In Global Business Services (GBS), the conversation around AI has shifted from possibility to inevitability. Organizations are increasingly integrating AI to enhance efficiency, improve decision-making, and drive innovation. However, AI is not a magic bullet. The effectiveness of AI depends entirely on the foundation it is built upon. Without a refined process, AI will only amplify existing inefficiencies rather than resolve them.  

Business Process Maturity measures how well-defined, optimized, and standardized an organization's workflows are. In the GBS landscape, clean data is often a by-product of mature and well governed process. —critical for AI accuracy, while enabling faster deployment and scalability. Without this foundation, AI implementation risks becoming an expensive and ineffective exercise.

At AGOS Asia, we emphasize that AI doesn’t fix broken processes—it enhances them. GBS leaders must first solidify their operational foundations to ensure AI is an enabler of transformation rather than a source of disorder. 

The ESSA Approach: Laying the Groundwork for AI and Automation 

Before AI can be successfully implemented, organizations must assess whether their processes are ready for automation. This is where the ESSA approach becomes crucial. 

1. Eliminate: Organizations must first identify and remove redundant processes that no longer add value, to create a leaner operational model that AI can effectively augment.  

2. Simplify: Complexity is the enemy of automation. Organizations must streamline their processes by reducing unnecessary handoffs, minimizing exceptions, and ensuring clarity in workflows as AI thrives on structured and well-defined workflows. 

3. Standardize: AI and automation require consistency to function optimally. By standardizing processes across regions and business units, organizations ensure that AI models have access to structured, high-quality data, leading to more accurate insights and predictive capabilities. 

4. Automate: Only once processes are eliminated, simplified, and standardized can automation be successfully introduced. AI and robotics should not be seen as a shortcut to efficiency but rather as an enhancement of a well-structured operational framework.  

   
   

Based on our experience in GBS industry, we advise organizations to focus on process maturity before investing heavily in AI solutions. A strong foundation ensures that AI adoption is not just a short-term efficiency booster but a long-term value driver. 

How Process Maturity Enables AI Success 

Shell’s finance operations provide a compelling example of the ESSA approach in action. Faced with complex, multi-regional processes that hindered efficiency, Shell embarked on a strategic initiative to eliminate outdated workflows, simplify transactional processes, and standardize operations across its global finance hubs. This foundation enabled seamless AI integration, allowing predictive analytics to enhance decision-making and robotic process automation (RPA) to streamline invoice processing. By prioritizing process maturity, Shell was able to accelerate AI deployment without disrupting business continuity. 

These case studies reinforce a fundamental truth: AI is not a standalone solution. It is a force multiplier. Without process discipline, AI simply accelerates inefficiencies rather than resolving them. 

When organizations invest in process maturity before AI adoption, they unlock rapid increase of benefits. Clean and structured processes lead to higher AI accuracy, ensuring data-driven decisions are based on reliable insights. Standardized workflows accelerate AI deployment, reducing the need for excessive customization or rework. Scalability becomes achievable, as AI can be seamlessly integrated across multiple business functions without operational friction. Furthermore, a strong process foundation ensures sustainability, preventing AI systems from collapsing under chaotic or inconsistent workflows. 

AI is only as powerful as the processes it supports. GBS leaders must recognize that true digital transformation begins not with AI implementation but with process optimization. Organizations that rush into AI adoption without first addressing inefficiencies risk undermining their investment. 

Conclusion 

The future of GBS is undeniably AI-driven, but the key to unlocking AI’s full potential lies in Business Process Maturity. Organizations must embrace the ESSA approach to ensure that automation and AI are built on a strong, well-structured foundation. 

Based on our experienced in partnerships with GBS leaders to assess process maturity, implement ESSA-driven optimizations, and prepare organizations for seamless AI integration. By focusing on operational excellence first, businesses can maximize AI’s transformative potential. 

The AGOS Team is passionate about sharing insights and fostering meaningful conversations. Feel free to reach out to us at contact@agosasia.com or visit our website at www.agosasia.com whenever you're ready to explore new possibilities. Reach out to us whether you have questions, ideas, or simply want to connect.