Achieving World-Class Shared Services

Sponsored By Kaiser Associates

Topics:

Employee Benefits & Human Capital

Professional Services

Technology

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Abstract:

Over 70% of Fortune 500 companies have developed Shared Service Organizations (SSOs) as part of their efforts to increase efficiency and productivity. But once the basic back office functions are transitioned to a shared service model, what's next? How do you continuously increase the value created by service areas already in an SSO? Kaiser's Total Service Value (TSV) framework provides an approach to evaluate the performance of SSOs while also determining how key choices (capabilities offered, delivery against service level agreements, changes to governance structure) over time impact performance. Further, the framework allows for direct comparisons between client SSOs with other industry players and best-in-class performers.

DETAILS

Sponsored by: Kaiser Associates

Released: August 19, 2008

Length: 4 pages

Format: PDF (953 kb)

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