Services
Shared Service Design and Implementation
Calculating the right staffing levels
Building new, more efficient processes
Shaping the new organisation
Providing the components of a strong business case
Providing the key delivery streams for a shared service implementation and the delivery elements within each
Programme management and governance
Applying effective techniques for creating buy-in and stakeholder engagement
Critical components which ensure a successful implementation
Shared Service Performance Measurement / Management Systems
Understand service delivery levels from a ‘diagnostic’ perspective
Target with a laser-beamed focus opportunities for improvement
Create an ‘early warning system’ (before the customer knows) for impending service delivery constraints
Easy identification of cost reduction opportunities and ‘profit leakages’
Quantifiable, comparative demonstration that the shared service is delivering better value that alternative solutions
Shared Service Continuous Improvement Programmes
Elements of an effective improvement framework (one which delivers results in a shared service environment)
How to define and support business needs
Critical elements for driving improved shared service performance
Improving / streamlining processes to move to world-class levels of performance
Leveraging IT systems
Building the capability to deliver improved performance from within Shared Service Team
Delivering a 10 to 15% performance improvement year-on-year
Shared Service Leadership- Capability development
Building the business case for shared service implementation and for funding continued operational improvement
Design an effective shared service from scratch or improve the design for an existing shared service
Implement the shared service performance management system, moving from ‘don’t really know what’s going on’ to a closed loop system demonstrating the shared service’s value to the business, and where outcomes drive real and continuous improvement
Transform performance of your shared service contact centre
Manage the transition from old state to new, embedding the new framework
Develop strong customer relationships and implement customer service management systems
Deliver improvements in all shared service delivery processes
Shared Service Rapid Performance Turnaround- Radical Improvement, World-Class Service Delivery
Shared Service Rapid Performance Turnaround – Radical Improvement, World-Class Service Delivery
Strengthening the service delivery model
Identifying world-class service levels, setting appropriate targets
Streamlining processes
Improving IT usability
Building world-class service delivery capability in the shared service team
