ABSTRACT
While the concept of a center of excellence (COE) is not a new one, there has been a major shift in focus over the past decade. COEs have evolved from traditional back-office type roles to supporting critical business processes, senior executives, and customers, all done remotely. The power of a COE lies in the ability of an enterprise to generate operational excellence, consistently improving productivity and reduced costs, through tightly managed and centralized operations, working together in a larger scale not found in traditional organizations. Typically, COE’s will take advantage of lower cost operating environments, but build highly skilled staff to not only execute at a high level operationally, but to continually transform processes that drive the expected level of productivity (Cavalier, 2019).
