A Case Study - Empowering a Leading Global Travel Platform’s GCC Operations with the ICMG Enterprise Anatomy Model
- Sunil Dutt Jha
- Oct 1, 2024
- 5 min read
Updated: Feb 20
As a leading travel platform managing business trips, vacations, and last-minute stays worldwide, this company operates Global Capability Centers (GCCs) that manage key functions, including IT, finance, customer service, and digital marketing. However, rapid growth and a push for digital transformation exposed limitations in their previous approaches using capability models and conventional enterprise frameworks.
This case study highlights the challenges the company faced, the shortcomings of legacy models, and how ICMG’s holistic approach—combining assessment, rating, training, prototyping, and consulting—helped create a sustainable, integrated anatomy for their GCCs.
The Challenge: When Capability Models Fall Short
The company initially relied on capability models to structure their GCCs. These models focused on developing specific functional capabilities within IT, finance, and customer support. While the model provided some structure, the GCCs experienced:
Misaligned Operations: Each capability function operated in silos, resulting in fragmented processes.
Limited Strategic Alignment: There was no clear link between capabilities and corporate strategy, causing misalignment with key goals like cloud adoption.
Insufficient Collaboration: Isolated capabilities lacked integration, which created bottlenecks between departments such as customer service and finance.
No Operational Roadmap: Capability models provided a snapshot of what the GCCs could do, but lacked a framework for execution—leading to delayed implementations.
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