“Lasting partnership,” “Commitment to customer service” and “quality service” all sound good in a marketing document, but remain meaningless if there is not a proactive effort to ensure accountability, fairness, and superior service. There are several inter-related keys to successfully maintaining true customer satisfaction over the course of a long-term Shared Services contract.
Change management is one of the key factors of a successful Shared Services implementation, yet successful change remains elusive for many organizations. The next two blogs will provide a simple concept for including change management in a Shared Services deployment by remembering to address the 5 Cs for effective change.
As agencies consider the value of moving to a Shared Services model and away from the burden of maintaining their own IT, finance, legal, human resources, or procurement operations, a critical consideration is the management of people.
If you work in an organization or agency that decides to implement a Shared Services model, you may wonder how to even begin designing this new organization. Shared Services design involves centralizing an organization’s dispersed administrative or support functions, such as human resources, finance, information technology, and procurement.