Part 5/13:
Aligning GCC initiatives with enterprise objectives emerged as a crucial topic. Sujit emphasized the shift from activity-based metrics to outcome and impact-driven measures, advocating for GCCs to embed themselves into the broader value chain of the organization. The goal is for GCCs to contribute directly to revenue growth, customer satisfaction, and market expansion, rather than just operational support.
Tilak added that GCCs should own KPIs aligned with business unit priorities, fostering co-creation and innovation that directly influence enterprise success. He explained that when GCCs measure their contribution to strategic goals, they transition from supporting functions to strategic partners—almost functioning as embedded business units.