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Global Capability Centre

Global Capability Centres (GCCs) are offshore units of multinational corporations that leverage global talent and technology to streamline processes and foster innovation across various services such as IT, finance, and customer service. There are four main types of GCCs: Shared Services Centres, R&D Centres, Knowledge Centres, and Innovation Centres, each focusing on different organizational functions and innovation strategies. GCCs not only reduce costs but also help organizations accelerate digitalization and drive growth.

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57 views18 pages

Global Capability Centre

Global Capability Centres (GCCs) are offshore units of multinational corporations that leverage global talent and technology to streamline processes and foster innovation across various services such as IT, finance, and customer service. There are four main types of GCCs: Shared Services Centres, R&D Centres, Knowledge Centres, and Innovation Centres, each focusing on different organizational functions and innovation strategies. GCCs not only reduce costs but also help organizations accelerate digitalization and drive growth.

Uploaded by

jon13111304
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Global Capability

Centre
Global Capability Centre
• GCC are offshore units of multinational corporations that
operate across the globe.
• GCCs not only offer access to global, digital-first talent at
scale but also serve as hubs where technology-enabled
talent strategies are implemented to streamline processes
and foster innovation.
• By harnessing the power of global talent and cutting-edge
technology, GCCs deliver a wide range of services from IT
and finance to customer service and R&D.
• Modern GCCs do much more than provide lower costs or a
better back office—they help organizations digitalize faster,
unlock value across the enterprise, and drive growth.
Types of GCCs

• Majorly there are four types of GCC centers


• Shared Services Centres: Finance, HR, IT and procurement
are all in one place
• R&D centres: Innovation hub for new products, technologies
and processes
• Knowledge centres: To help organisations remotely share
information
• Innovation Centres: Companies can develop new ideas,
conduct research and build prototypes
• Customer Service Centres: For managing customer
inquiries, complaints and feedback
1. Shared Services Centres
• Centralized hubs for managing organizational functions such
as finance, HR, IT, and procurement.
• Accenture Operations: Offers multi-functional shared
services for various clients.
• Deloitte Shared Services: Handles global finance, IT, and
HR operations for Deloitte offices worldwide.
• Procter & Gamble (P&G) Global Business Services:
Combines back-office operations like HR and finance in one
center.
• Unilever's Global Capability Center in Bangalore focuses on
shared services for finance and HR.
• JPMorgan Chase's GCC in India provides centralized IT and
operational support.
• Finance: Financial planning & analysis, accounts
payable/receivable, audit coordination.
• HR: Recruitment coordination, payroll management,
employee engagement programs.
• IT: IT project management, cybersecurity governance,
technology integration.
• Procurement: Vendor management, procurement
analytics, supply chain optimization.
• Operations Management: Efficiency improvement,
process redesign, and cost reduction.
2. R&D Centres
• Focus on innovation, developing new products, technologies,
and processes.
• Microsoft Research India: A leading R&D center focusing
on cutting-edge tech innovation.
• Samsung Research and Development Institute (India):
Innovates in AI, IoT, and mobile technology.
• General Electric (GE) Global Research: Works on
industrial technologies and sustainable solutions.
• PepsiCo's R&D Centre in Hyderabad focuses on product
innovation.
• Siemens' Innovation Center works on advanced engineering
solutions.
• Product Development: Manage cross-functional
teams for new product initiatives.
• Innovation Strategy: Market research, customer
insights, and competitor analysis.
• Project Management: Oversee the R&D lifecycle from
concept to commercialization.
• Business Development: Partner with stakeholders for
market launches.
• Technology Management: Ensure ROI on R&D
investments and alignment with business goals.
• 3. Knowledge Centres
• Hubs to help organizations share information, conduct data analysis, and
improve decision-making.
• McKinsey Knowledge Centre: Offers deep industry insights and
research support.
• EY Knowledge Centre: Focuses on global research, competitive
intelligence, and strategic insights.
• KPMG Global Services: Delivers data analytics and market intelligence
reports.
• Accenture's Knowledge Centre utilizes data analytics to drive decision-
making.
• IBM's Knowledge Centre focuses on sharing insights on AI and cloud
technologies.
• Business Analytics: Data visualization, reporting, and
performance analysis.
• Market Research: Industry benchmarking, trend
forecasting, and SWOT analysis.
• Knowledge Management: Build repositories, manage
organizational learning, and provide knowledge-sharing
frameworks.
• Consulting Support: Provide research and data for
business strategy teams.
• Change Management: Support transformation projects
using insights and best practices.
• 4. Innovation Centres
• Dedicated to developing and testing new ideas, conducting research,
and building prototypes.

• Google Innovation Labs: Focuses on experimental technologies like


AI and AR/VR.
• Cisco Innovation Center: Encourages IoT and smart city innovations.
• Tata Innovation Centre: A hub for building groundbreaking
technology prototypes.
• Coca-Cola's Innovation Centre in India develops new beverage
products.
• Microsoft's Innovation Hub works on cutting-edge technology solutions.
•Innovation Management: Drive ideation workshops and manage portfolios of innovation projects.

•Design Thinking: Develop user-centric solutions and rapid prototypes.

•Strategy & Transformation: Align new solutions with corporate objectives.

•Startup Partnerships: Collaborate with external startups and entrepreneurs.

•Product Marketing: Define go-to-market strategies for innovative offerings.


• 5. Customer Service Centres
• Centralized locations for managing customer interactions such as
inquiries, complaints, and feedback.

• Amazon Customer Service Centre: Handles global customer queries


for e-commerce and AWS.
• American Express Global Customer Service: Manages premium
cardholder experiences and inquiries.
• Teleperformance: Outsourced customer support services for global
companies.
• Amazon's Customer Service Centre handles global customer interactions.
• Dell's Customer Support Centre provides technical assistance and support.
•Customer Relationship Management: Improve customer experiences and build loyalty.

•Operations Management: Optimize workflows and maintain KPIs like CSAT and resolution time.

•Training & Development: Enhance service skills of the customer support workforce.

•Quality Assurance: Monitor service quality and implement corrective measures.

•Customer Analytics: Analyze feedback to identify patterns and recommend improvements

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