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Shared Service Center
Best Practices 2011
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
1. Key Performance M...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
2. Service Level Agr...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
3. Change Management...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
4. Sponsorship
Witho...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
5. Clearly Defined R...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
6. Staffing
Shared s...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
7. In-House VS Outso...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Shared Service Center Best
Practices 2011
8. Workflow Optimiza...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
View the Original Blog Article
Shared Service Center Best Prac...
©Copyright 2010 Customer1 Corporation. All Rights Reserved.
Business Shared Services: A Model for
Streamlined Support
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Shared Customer Service Center Best Practices

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Shared services center adoption for customer service continues to grow across enterprise and medium businesses. Organizations are embracing shared services in an effort to cut costs and improve operational efficiency. By not following best practices, these organizations set themselves up for disappointment and failure. So what are the most important best practices to follow when setting up a shared services center?

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Transcript of "Shared Customer Service Center Best Practices"

  1. 1. Shared Service Center Best Practices 2011
  2. 2. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 1. Key Performance Metrics Measuring performance is a critical factor in achieving the objectives of a shared services organization. The most common practice for doing so is selecting and monitoring relevant key performance metrics as early as you can in your implementation.
  3. 3. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 2. Service Level Agreements Service level agreements facilitate a joint understanding between the shared services center and its customers in terms of requirements and expectations. SLA’s should identify what services will be delivered, responsibilities, service delivery times, specific requirements, and escalation procedures.
  4. 4. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 3. Change Management It is very important to identify and address the impacts the services center will have and create a transition plan. If people are not prepared for change, they tend to resist it. Be proactive in identifying, communicating, and transitioning the cultural, personal, technology, and process changes introduced by a services center.
  5. 5. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 4. Sponsorship Without buy-in and support from executives, a shared services center cannot be effectively deployed. An executive sponsor should be identified and involved in the process as early as possible and throughout center’s life-cycle.
  6. 6. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 5. Clearly Defined Roles and Responsibilities Roles and responsibilities should be defined for both services center business units and all stakeholders involved in the deployment early on in the process. This makes sure there is no duplication of efforts that could affect the productivity of the center, and helps resolve any disputes that may come up in the future.
  7. 7. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 6. Staffing Shared services should be staffed with people who bring experience, skills, and effective decision making for their assigned roles. Along with processes and technology, the people you select have the biggest impact on whether your initiative will be successful.
  8. 8. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 7. In-House VS Outsourced A major decision to undertake early on in the shared services process is whether it can be done in-house, or needs to be outsourced to another organization. Consider using a blend of in-house expertise for processes you have a handle on, and outsourcing any areas of weakness.
  9. 9. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Shared Service Center Best Practices 2011 8. Workflow Optimization A new shared services center is a great opportunity to streamline and consolidate business processes and workflows. How effectively you are able to model and simplify your processes will have a major impact on the cost savings and efficiencies you realize.
  10. 10. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. View the Original Blog Article Shared Service Center Best Practices
  11. 11. ©Copyright 2010 Customer1 Corporation. All Rights Reserved. Business Shared Services: A Model for Streamlined Support Download the Free Complimentary White Paper!
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