layout: post title: GCC 2.0 — From Support Center to Global Product Engine in 120 Days description: A 40-40-40 playbook to move from tickets to outcomes. tags: [GCC, DORA, Platform] loom: “https://www.loom.com/embed/YOUR_VIDEO_ID” # optional loom_duration: “4:58” # shows on lists/meta —
TL;DR: In 120 days, you can move a GCC from “support factory” to product engine by re-wiring (1) org & governance, (2) platform & paved roads, (3) metrics & rituals. Track lead time, deploy frequency, change failure rate, MTTR weekly; publish ADRs and working agreements; fund by product/value stream, not by project.
Why this matters. Most GCCs plateau on cost arbitrage. The leadership ask now is ownership: take end‑to‑end outcomes for revenue‑critical capabilities. That requires an operating model, not heroics.
The 40‑40‑40 Plan (120 days)
- Days 1–40 — Org & Governance: Map value streams; stand up product funding; appoint single‑threaded owners; publish RACI + ADRs.
- Days 41–80 — Platform & Paved Roads: Minimum viable IDP (CI/CD, IaC, runtime, obs, portal); golden paths for API/data/UI.
- Days 81–120 — Metrics & Rituals: Weekly DORA/SPACE reviews; run “build Wednesdays”; create a scorecard for pods and vendors.
Value Streams & Roles
- Product Owner (business outcomes), Engineering Manager (quality/velocity), Architect (guardrails/ADRs), SRE (reliability), Analyst (insights).
- Global alignment: co-located POs or time‑zone paired; budget tied to streams.
Platform & Golden Paths
- Self‑service: repo scaffold → pipeline → environment → observability in minutes.
- Three paths to start: API, data, frontend. Measure time to first deploy.
Metrics & Cadence (what to watch weekly)
- Lead time for changes, deploy frequency, change failure rate, MTTR.
- Review wait time, decision latency, first‑time‑right %, maker:meeting ratio.
- Publish a simple pod scorecard each Friday.
Risks & Anti‑Patterns
- Cargo‑cult squads without real product ownership.
- “Half‑stack” platforms (no paved roads → zero adoption).
- Vanity OKRs and KPI theater.
- Tool sprawl; no ADRs; decision ambiguity.
Loom (5‑min) — Script
- 00:00–00:45 — The mandate shift: tickets → outcomes; why 120 days.
- 00:45–02:00 — Walk the 40‑40‑40 plan with the org diagram.
- 02:00–03:30 — Golden paths demo storyboard; what changes in dev flow.
- 03:30–04:30 — DORA/SPACE dashboard & pod scorecard.
- 04:30–05:00 — 2 pitfalls and how to avoid them.
Note: Replace metrics with your actual deltas when ready (lead time ↓ ⊕%, deploy freq ↑ ⊕x, MTTR ↓ ⊕%).