The document discusses the key features and benefits of implementing a shared services organization. It outlines the typical phases of a shared services roadmap including assessing current processes, designing the new organization and processes, building out the shared services center, and deploying the new model. Some ideal processes for shared services are those with economies of scale like payroll, HR, finance, and customer service functions. The challenges of implementation include gaining buy-in, standardizing processes, and having strong leadership. Lessons learned emphasize the importance of executive sponsorship, a comprehensive plan, stakeholder input, change management, and continuous improvement.

1. The Effective Development and Deployment of a Shared Services Organization Mark Hopton

2. The key features of a Shared Services Operation are: Consolidation of administrative functions into a stand-alone organizational entity Only mission is to provide administrative functions efficiently and effectively Requires a dramatic redesign or transformation of the organizational structure and culture Elevating the importance of administrative tasks to the highest management levels with a senior-level perspective High performance culture with a strong focus on customer service Clearly defined roles and responsibilities

4. Increased levels of automation

5. Reduction or containment of costs

6. Improved controls

7. Enhanced service levels

8. Access to new technologies

9. Optimization of skills/capabilities

10. Built upon standard processes, policies, and systems

11. Focuses on delivering excellent customer service

12. Strives for continuous improvement

13. Run as a separate organization

16. Design the Organization

17. Design the Enabling Technology

18. Select Location and Real Estate

19. Develop Hiring Plan and Recruit Shared Services Leaders

20. Refine Communications Plan

21. Create Workforce Transition Plan

22. Develop Training Plan and Management Development Program

23. Design Facilities

24. Design Service Management Approach Details

25. Develop Service Management Processes

26. Build Performance Support and Training Materials

27. Build-out Facility

28. Recruit Shared Services Personnel

29. Create Service Level Agreements

30. Develop Key Performance Indicators

31. Develop / Deliver Build Communications

32. Build the Organization

33. Conduct Deployment Planning

34. Execute Deployment Plan

35. Confirm Service Level Agreements

36. Conduct Training and Work Shadowing

37. Develop / Deliver Deployment Communications

38. Test Shared Service Center Readiness

39. Execute Workforce Transition Plan

40. Shared Services Vision

41. Scope of Shared Services

42. Current State Analysis

43. High Level Operating Model

44. Process Definition

45. Change Management Strategy

46. Business Case

47. Implementation RoadmapProgram-, migration- and change management (ongoing)

48. Ideal processes for Shared Services have low strategic impact and significant economies of scale 6 Payroll Processing Compensation Records Hire to Retire Benefits Administration Training & Education Travel & Expense Self Service Human Resources General Ledger Accounts Payable T&E Processing Accounts Receivable Planning & Budgeting Purchasing Cash Management Internal Audit Finance Standards Technology/ Development Desktop Support Applications Development Data Center Operations Application Maintenance Telecommunications Hardware & Software Acquisition Information Services Logistics/ Materials Management Strategic Sourcing Asset Management Warehousing Inventory Management Transportation Call Centers Non-Emergency Service Calls Credit & Collections Order Management Customer Service Legal Affairs Litigation Support and Coordination Communication Svcs Risk Management Insurance Regulatory Compliance Media Relations

50. Stretch goals and aggressive timing

51. Effective measurement

52. Rewards and punishments

53. Leveraging leading practices

54. Customer participation

55. Work-focused, not functional teams

56. Early discussion of service expectations

58. Summary Strong sponsorship is required Plan the work and work the plan Involve stakeholders Include those functions that support the entire organization and can benefit from standardization and consolidation Dedicated effort to business process re-engineering