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  "documentTitle": "Global Business Services Performance improvement",
  "authorId": "Deloitte",
  "authorName": "KPMG",
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      "text": "Having a strategy of 'enhance, then expand' can help you keep your continuous GBS journey on the right track.",
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      "text": "Step 2: Consolidate and extend to further functions. Roll out self-service to pilot functions. Develop self-service capabilities for a wider set of users and functions. Introduce basic automation to provide insights for end-users and service agents.",
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      "text": "Step 4: Measure the benefits and extend to third parties. Check that you're delivering on your KPIs. Step up automation and integration with your ERP. Extend use to third parties across your supply chain.",
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      "text": "Step 3: Get feedback and start to integrate services. Seek feedback on first phases of roll out. Build out cross-functional automation and personalised content to deepen the user experience. This is the start of a one-stop shop.",
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      "text": "Step 1: Develop your first proof of concepts. Develop a proof of concept that shows how you can move from email ticketing to self-service. Develop this for individual functions, with the aim of integrating later.",
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      "text": "It's good to have a vision of what you want your ultimate GBS to look like. But implementing that level of change in one go could be a push too far. Just starting out? Planning a project with high degrees of automation and integration will be too much of a leap. Instead create a plan that delivers tangible improvements at each stage. This will help provide buy-in from across the business for further change and investment. It also means you can be more adaptable as new tech becomes available.",
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      "text": "02 Develop a realistic plan",
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