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Sarah Feurey | Blog Post | 6 June 2013
Process and service quality are largely measured by Key Performance Indicators, or KPIs. However, as many shared services professionals have seen, KPIs can often be misleading. They can be manipulated, and can show that things are fine, when actually the client is unhappy. Perhaps a better way to measure your processes, the report states, is to identify and investigate bad process, or KEIs.
Susie West | Blog Post | 28 May 2013
If you are not yet well versed on the world of shared services, brush up, because these types of companies are your A class prospects, ready to hear you speak their language, ideally before they start thinking about vendor selection.
Sarah Feurey | Blog Post | 23 May 2013
If you don’t give your project a name and identity, it is much more likely to fail. In order for people to buy into your organization, you need to have an identity and a brand.
Anna Bowsher | Blog Post | 16 May 2013
The efficiency and cost saving potential from shared services has become increasingly important to the futures of both public and private entities. After the publication of the Comprehensive Spending Review, minimising costs spent on back office functions became a critical aspect of transformation.
Sarah Feurey | Blog Post | 15 May 2013
In a SLA transaction, your customer is passive, price sensitive and is generally an unmotivated audience. However when you interact with your clients and start speaking their language, you can create passionate and motivated customers, or fans and advocates of your service.
Sarah Feurey | Blog Post | 13 May 2013
At our March Summit for Leaders in Shared Services, George Connell, VP of Strategy at Shell Financial Operations gave some insight into how they have taken their shared services to the next level, embracing continuous improvement and becoming a valued partner to the business.
Susie West | Blog Post | 8 May 2013
How do shared services directors approach talent? Read on to find out.
Anna Bowsher | Blog Post | 7 May 2013
Once upon a time, there was a vision of the “paperless office”, made possible by the “digital mail room”. A place where all documents would be either received electronically, or scanned, identifies and routed as an image or electronic file to the appropriate department or person for processing.
Anna Bowsher | Blog Post | 3 May 2013
Despite the increasing digitalization of business today, many key banking functions continue to rely on paper. Intelligent imaging could be the key to bridging this gap.
Susie West | Blog Post | 30 April 2013
A few of my key takeaways from our recent North American Shared Services Leaders’ Summit in Chicago.
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