Why Cost Metrics Don’t Define a GCC ft. Lalit Ahuja
EPISODE NOTES
🎯 Stop measuring GCCs like vendors. When Lalit Ahuja and his team were shaping Target India in the early days, one thing became clear, traditional cost KPIs and maturity frameworks didn’t make sense. And for 20 years across 200+ GCCs, that belief stayed consistent. Here’s the core insight: 🔺 A GCC is not a services company 🔺 Reporting only cost metrics misses the bigger picture 🔺 Success depends on context, integration, and outcomes If specific metrics help drive a certain body of work, use them. But don’t reduce a strategic capability to a cost center dashboard. A Global Capability Center isn’t successful because it’s cheaper. It’s successful because it becomes indistinguishable from the company itself. The real question isn’t “What’s the ROI?” It’s “How deeply are you integrate…