This article is part of the GBS point of view series providing perspectives and insights into the sector post-COVID-19. While Global Business Services (GBS) organisations / Global Capability Centres (GCC) in India have been impacted by the lockdown due to COVID-19, the good news is that most organisations are managing to continue to deliver services at reasonable to good levels of productivity despite initial hiccups – with most GCCs meeting greater than 75 per cent of their service levels.
While most GCCs in India had Business Continuity Plans (BCP) and measures at the floor/building/city/country level written for 20-30 per cent capacity, almost none took a total global lockdown into consideration, due to which many came up short through the initial couple of weeks. More than 85 per cent of the GCC staff has been entirely working remotely barring about 10 per cent of the skeleton staff that essentially needed to be in office.
In this article we offer commentary on how GCCs have been dealing with the situation, as well as suggestions on what could be things to consider as the sector emerges from lockdown.
While there are plenty of positive GCC stories around us, all GCC leaders need to reflect on and review their GCC journey with the benefit of hindsight that the pandemic has afforded us.
Globalisation in general will be put to the test in the coming months, however we believe it presents the Indian GCC community with a window of opportunity as well.
Indications are that Global Business Services organisations and service providers will need to adopt major changes in their ways of doing business and create a ‘new normal’. This global pandemic has undoubtedly questioned long standing norms of the Indian offshoring industry and will set the foundations to define ‘The Future of Work’
The following six imperatives could be key themes/thought-starters which we are looking to cover as specific subjects to delve deeper. Feel free to reach out to us to develop thoughts better: