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Most capability center leaders pride themselves on flawless execution. Processes may be lean, SLAs are met and volumes are being handled. But here’s the question that often gets overlooked:
“Are we creating value or just completing tasks?”
In my experience leading shared services across HR, Sales, Finance, Procurement, Admin, technology & analytics I have realized that the difference between good and great is often this: Shifting from a process mindset to a product mindset.
This shift is not cosmetic.
It’s transformational.
It’s what turns a delivery center into a strategic partner.
Let’s bring this to life with some real-world examples many leaders will recognize:
Process Thinking:
“We closed the books on time.”
✅ SLA met.
Product Thinking:
“How quickly can leaders use this data to make decisions?”
🎯 Now you’re enabling impact, not just accuracy.
“We onboarded 200 new hires this month.”
✅ Impressive number.
Product Thinking:
“Did those employees feel connected, engaged, and ready on Day 1?”
🎯 Onboarding is about experience, not just checklists.
“All purchase orders were processed on time.”
✅ Job done.
Product Thinking:
“Are we influencing smarter spending and reducing friction for requestors?”
🎯 Value creation > transaction tracking.
“10,000 facilities service requests completed this quarter.”
✅ Busy team.
Product Thinking:
“Are our people more productive, connected, and satisfied with the workplace?”
🎯 Experience is the real metric.
In a matrixed, fast changing world, efficiency is expected. Here’s how we can coach teams to start the shift:
Ask:
- “What problem are we really solving?”
- “How does this align with our stakeholder’s business priorities?”
- “What would success look like if we pushed further?”
- “Are we optimizing for efficiency or value?”
Act:
- Map outcomes before mapping steps.
- Get feedback from users, not just process owners.
- Refine what you measure, track impact, not just completion.
- Empower teams to challenge the “why,” not just follow the “how”.
Process thinking keeps things running.
Product thinking keeps things relevant.
Justlivethegoodlife 