推动卓越：通过全球能力中心释放价值

with Global Capability CentersUnlocking the full potential of global capability centers (GCCs)to drive value beyond efficiency. © 2025 Hexaware Technologies Limited. All rights reserved•What is a Capability Center?•The Strategic Imperative of Global Capability Centers (GCCs)•What is GCC as a Service?•How Does GCC as a Service Work?•Benefits of GCC as a Service•The Urgent Need for AI-first Transformation•Ensuring Risk Management and Compliance in GCCs•GCCs in India: A Snapshot01020607080910030405Executive SummaryGCCs: From Cost Centers to Strategic HubsGCC as a Service: A Paradigm Shift in Global OperationsLeveraging GCC Strengths and Overcoming ChallengesIndia’s Rise as a GCC HubFinal ThoughtsHow Hexaware Can HelpSSC vs GBS vs GCC: Understanding Centralized Business ModelsKey Factors Driving GCC EvolutionFlexible Engagement Models Driving GCC SuccessContents 3© 2025 Hexaware Technologies Limited. All rights reservedGlobal capability centers (GCCs) have evolved from cost-focused offshoreunits into strategic hubs that drive innovation, agility, and enterprisetransformation. While their early purpose centered around reducing expensesthrough process efficiency and labor arbitrage, modern GCCs are now centralto delivering digital capabilities, accelerating innovation, and supporting globalcompetitiveness.As organizations rethink their global delivery strategies, several key questionsemerge:•Can the GCC deliver sustained value beyond cost savings throughout theorganization?•How can the GCC align more closely with business and IT objectives of theparent organization?•What approaches are required to effectively manage and scale the GCCmodel?This whitepaper explores the strategic advantages of GCCs in fosteringoperational efficiency, scalability, and innovation. It provides insights intohow GCCs enable geographically dispersed IT departments and independentsoftware vendors (ISVs) to thrive globally. The paper further examines howevolving delivery models, talent strategies, and advanced technologies aretransforming GCCs into value-generating hubs—particularly for enterprisespursuing digital transformation and aiming to build resilient, future-readyoperations. 01 4© 2025 Hexaware Technologies Limited. All rights reservedOrganizations aiming to leverage the global talent pool for IT managedservices must align their market and service strategies with their globalcapability center (GCC) objectives and maturity levels. The maturity leveland its evolution are driven by the organization’s service strategy, marketdemands, and operational priorities. This ensures that the GCC remainsadaptable to organisational needs, whether focusing on foundationalinfrastructure management or advanced application services, whilemaintaining alignment with the broader business objectives and marketdynamics over time.The concept of global outsourcing started in the late 1980s when technologyfirms such as IBM, Motorola, Hewlett-Packard, Texas Instruments, Mitsubishi,Burroughs Corporation, and others discovered Ireland and India as untappedsources of high-tech professionals at substantially lower labour costs.They supplemented their onshore development initiatives in these offshorelocations to leverage the labor arbitrage. Following the same strategy,information technology (IT) departments of Fortune 500 companies beganoffshoring low-level IT work during the 1990s.The GCCs set up by these early pioneers have since, in many cases, evolvedfrom tactical to strategic roles. As these GCCs matured, they provided ahigher degree of business value with the end goal of operating in a seamlesslyintegrated model with the parent organization. The maturing of these centersdid not happen overnight. The executives of these organisations prioritizedservices globalization, and they carefully chose the appropriate model for theirGCC, which aligned well with overall corporate strategic objectives. GCCs: From Cost Centers toStrategic Hubs02 © 2025 Hexaware Technologies Limited. All rights reservedTo fully understand the GCC landscape, it’s essential to familiarize oneselfwith several key concepts.What is a Capability Center?A capability center is a specialised division within an organisation thatfocuses on building specific skills or competencies. In the context of GCCs,these centers often concentrate on areas like technology, business processes,or product development.The Strategic Imperative of Global CapabilityCenters (GCCs)Global capability centers (GCCs) have evolved from being cost-savinghubs to becoming strategic assets that drive innovation, efficiency, andglobal competitiveness, particularly in IT managed services. As businessesnavigate an increasingly complex and digital-first world, GCCs are pivotal intransforming IT managed services into streamlined, scalable, and value-drivenfunctions. For organizations considering establishing or expanding theirglobal IT operations, understanding the nuances of GCCs—whether throughcaptive centers or the emerging GC