Blog listing (Shared services)

Are KPIs improving your processes?

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.

5 reasons why the shared services market is so important to vendors… and getting more so

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.

How to raise the profile of your shared services

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.

The success of shared services “depends on the approach”

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.

Turning customers into fans in shared services

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.

The journey to world class shared services: A case study

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.

Talent engineering in shared services

Susie West | Blog Post | 8 May 2013

How do shared services directors approach talent? Read on to find out.

Will the workplace ever be paperless?

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.

The secret weapon to profitability and engagement in the mobile age

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.