Many ‘back office’ functions have been striving to deliver process excellence for years, and measuring their success and value through comparison of their performance in this regard to their industry peer organisations. But in the meantime, the world has changed. Process excellence is now a given, taken for granted as part of the basic business services operations value proposition. Internal customers of business operations are asking for more and as the hype of technology-led business process delivery comes mainstream. Digitised cost-efficient and service effectiveness enhancing processes that generate data and deliver it back to the business with analytics overlaid that can contribute to proactive business-impacting decisioning are here to stay.