Business Services & Shared Services
Why Transformation Cannot Wait in Business & Shared Services
Business services and shared service centers face increased pressure to deliver faster, cheaper, higher-quality outcomes — often with limited resources and rising stakeholder expectations. Fragmented processes, manual workloads, slow decision cycles, and inconsistent performance across teams create operational bottlenecks.
Common challenges include:
High cycle times for HR, finance, procurement and IT services
Process variations across departments and regions
High volume of manual work, repetitive tasks and rework
Inconsistent SLAs and customer-experience gaps
Limited digital visibility and fragmented systems
Dependency on individual employees rather than standardized workflows
High operational cost due to inefficiencies
Difficulty scaling or integrating new service lines
Modern business services must integrate Lean operations, automation, AI, governance and strong digital foundations to remain competitive.
BGMC’s Transformation Approach for Business Services & Shared Services
Discover & Diagnose
We perform a full 360° assessment of your operational workflows across HR, finance, procurement, IT services, customer support, analytics, and administrative functions.
We evaluate:
Cycle time, queue time and process bottlenecks
SLA performance and variability across teams
Manual work hotspots and automation opportunities
Quality issues, rework rates & root causes
Skill gaps and workload imbalance
Technology integration challenges
Governance, SOPs, documentation & audit readiness
Customer satisfaction and ticket-handling performance
This creates a clear operational baseline and a roadmap for high-impact improvements.
Design the Future Operating Model
We develop a structured operating model built for efficiency, scalability and service excellence.
This includes:
Standardized workflows across service towers
RACI, governance structures and escalation paths
SLA and KPI frameworks for all service lines
Role-based capacity models and workforce planning
SOPs, process documents and knowledge base
Integration of automation, analytics and digital tools
Compliance frameworks aligned with ISO and industry standards
The new model ensures consistency, predictability and transparency across the entire service organization.
Build & Pilot Using Digital Tools & Lean Practices
Pilots are executed to validate redesigned workflows in real operations.
This includes:
RPA for high-volume repetitive tasks
AI tools for forecasting, classification and decision support
Ticketing workflow redesign and queue management
Digital dashboards for SLA performance
Quality-control routines and error-proofing
Cross-functional coordination mechanisms
Coaching for supervisors and team leaders
Pilots demonstrate improvements in cycle time, accuracy, customer experience and resource efficiency.
Scale & Industrialize Across Service Lines
Validated models are scaled across finance, HR, procurement, IT, customer support and analytics hubs.
We standardize:
Service delivery playbooks
Quality and compliance frameworks
Automation libraries and digital workflows
Documentation and knowledge-management systems
Daily/weekly review rhythms for leaders
SLA dashboards and reporting mechanisms
This ensures consistent performance across regions and service towers.
Sustain & Upskill
We strengthen long-term capability through structured training and leadership development.
We provide:
Lean service operations training
RPA & AI tool usage programs
Quality management and ISO certification readiness
Supervisory skill building and problem-solving capability
Governance and performance-management coaching
Your teams maintain and continuously improve service excellence.
Operational Offerings for Business Services & Shared Services
Operational Excellence for Shared Service Centers & Business Support Functions
We optimize the full service-delivery workflow to improve speed, accuracy, and cost efficiency. Our approach eliminates bottlenecks, reduces manual work, standardizes processes, and enhances SLA performance across HR, finance, procurement, customer service and IT support functions.
Services include:
Workflow mapping & Lean process optimization
Cycle-time reduction and SLA improvement
Capacity planning and workload balancing
Process standardization across multiple sites
Service blueprinting & governance routines
Example outcomes:
Faster service delivery, improved SLA compliance, reduced cost-to-serve.
Quality Systems, Documentation & ISO Compliance for SSC Environments
We streamline procurement functions within SSCs and corporate support teams, improving visibility, cost control, compliance, and supplier reliability.
Services include:
Vendor evaluation & performance scorecards
Digital procurement workflow redesign
Category management & cost-reduction initiatives
Inventory optimization for office & service operations
Purchase-order cycle optimization
Example outcomes:
Reduced procurement cycle time, improved supplier accountability, and lower operational costs.
PMO, Governance & Transformation Management for SSCs
Services include:
PMO setup and governance
Large-scale transformation delivery
Change-management routines
Multi-site project coordination
Reporting dashboards and risk control
Example outcomes:
More predictable, well-governed transformation delivery.
Quality Systems for Error-Free, High-Performance Service Delivery
We create robust quality-management systems that improve accuracy, reduce rework, and standardize delivery across global teams.
Services include:
Service-quality metrics (FTR, accuracy rate, rework cost)
Error-proofing & root-cause elimination
KPI dashboards for real-time performance monitoring
Customer satisfaction & service-quality frameworks
Quality-audit routines & review mechanisms
Example outcomes:
Lower error rates, fewer customer escalations, more predictable service outcomes.
Safety & Compliance for Office, IT-enabled, and Field Service Operations
We support organizations in creating safe, compliant, and well-controlled workplace environments — both for office-based teams and field-service staff.
Services include:
Office ergonomics & workstation safety assessments
Emergency preparedness & evacuation planning
HSE compliance documentation & training
Risk assessments for field service operations
Environmental responsibility programs
Example outcomes:
Reduced workplace risks, improved safety culture, and compliance with local standards.
PMO Governance & Project Delivery Excellence Across Service Lines
We help organizations plan, execute, and monitor large-scale transformation programs, process migrations, system deployments, and multi-site service transitions.
Services include:
PMO setup and governance frameworks
End-to-end transformation program delivery
Migration planning for SSC or BPO operations
Stakeholder management & communication routines
Project dashboards and risk-control mechanisms
Example outcomes:
More predictable project outcomes, reduced delays, and controlled implementation risk.
Service-Linked Supply Chain Support for Order, Document & Data Flow
For service organizations connected to physical goods, order flows, or documentation chains, we optimize supply chain coordination and performance.
Services include:
Order-processing optimization
Logistics coordination for service-linked operations
Demand forecasting for call centers & back-office units
Documentation workflow improvement
Cost-to-serve and turnaround optimization
Example outcomes:
Improved order-cycle speed, fewer delays, and better coordination across teams.
Automation, AI, Workflow Digitization & Analytics for SSCs & Business Services
We integrate modern digital tools to improve accuracy, speed, and scalability across all service lines.
Services include:
RPA for repetitive tasks (finance, HR, procurement, ITSM)
AI for ticket routing, forecasting & decision support
Intelligent Document Processing (OCR + AI)
Workflow digitization for service management
Dashboards, KPI analytics & data governance
Example outcomes:
Higher automation rates, reduced operational cost, and real-time visibility across functions.
Technology Stack for Manufacturing Excellence
We design practical, operations-focused architectures built for real factories—not theoretical slideware. Our technology stack seamlessly integrates SAP for transactions and planning, MES for real-time production control, AWS for scalable industrial analytics and AI, Cisco for secure and resilient connectivity, and Digital Twins for simulation, optimization, and risk modeling. By making these components work together as one intelligent ecosystem, we ensure your plants achieve measurable performance improvements, not just more technology.
Example Use Cases & Outcomes
Automotive Parts Manufacturer Throughput Optimization
A major automotive components producer was struggling with inconsistent output and long changeover times that caused daily scheduling disruptions. Production teams were under increasing pressure to improve line stability while meeting tight customer delivery requirements.
Challenge: Long cycle times and high changeover losses.
Solution: Lean workflow redesign supported by SMED techniques and an intelligent scheduling optimization model.
Outcome: 18% throughput increase and 25% reduction in changeover time, creating smoother flow and more reliable delivery performance.
Steel Fabrication Plant Predictive Maintenance & Digital Twin
A large steel fabrication facility faced frequent machine stoppages due to reactive maintenance practices. Critical equipment failures were unpredictable, impacting deadlines and overall plant efficiency.
Challenge: High unplanned downtime and reactive maintenance.
Solution: Deployment of Iot sensors, AI-driven prediction models, and a digital twin of critical assets to simulate failures and optimize maintenance cycles.
Outcome: 30% reduction in breakdowns, improved maintenance planning, and extended equipment life.
FMCG Manufacturer Quality Excellence Program
A fast-moving consumer goods manufacturer experienced rising defect rates, inconsistent batch quality, and growing customer complaints, requiring an urgent improvement in process discipline and real-time monitoring.
Challenge: Increasing defects and customer dissatisfaction.
Solution: Implementation of SPC tools, structured root-cause analysis, and digitized inspection workflows across production lines.
Outcome: 40% defect reduction, higher product consistency, and noticeable improvement in customer satisfaction.
Industrial Group SAP-Enabled Operations Transformation
A multi-site industrial company was operating with an ERP system that didn’t reflect real shopfloor processes, causing inaccurate planning, data gaps, and limited operational visibility for leadership teams.
Challenge: ERP not aligned with shopfloor realities.
Solution: End-to-end process mapping, data readiness improvements, and SAP configuration support to synchronize planning, production, and inventory functions.
Outcome: Faster planning cycles, improved visibility, and reduced inventory across sites.
Who We Serve
Industries
- Automotive & Heavy Equipment
- Steel, Fabrication & Metal Works
- Chemicals & Process Industries
- FMCG & Consumer Goods
- Packaging
- Machinery, Equipment & Foundries
- Construction & Precast Manufacturing
- Energy & Utilities
- Logistics & Warehousing
Functions
- Operations
- Production
- Maintenance
- Quality
- HSE/QHSE
- Supply Chain
- IT
- Finance
- Leadership
Regions
Why BGMC
Delivered across manufacturing, logistics, healthcare, and industrial sectors.
From SAP optimization to predictive maintenance and digital operations.
Through NEBOSH, ISO, QHSE, Lean Six Sigma, and leadership programs.
Including NEBOSH, IOSH, ILSSI, Cisco, AWS, and international CPD bodies.
Frequently Asked Questions
1. How long does a manufacturing transformation take?
Typical phases: assessment (4–8 weeks), pilots (12–16 weeks), scale-up (6–18 months).
2. Can BGMC help us prepare for ISO certification?
3. What tools do you use for improvement?
4. Do you work with mid-sized factories?
5. What skills do our internal teams need?
6. Can you integrate technology with existing equipment?
Ready to Transform Your Manufacturing Operations?
Let’s discuss how BGMC Group can help transform your operations and drive measurable results.
Connect with our experts today to explore customized industrial and business solutions designed for your success.
We work with ambitious leaders who want to define the future, not hide from it. Together, we achieve extraordinary outcomes.