News & Research: Client Successes

Case Study: Expansion of Facilities Shared Services

ScottMadden assisted a long-term client with the expansion of a new shared services operation. Our knowledge of the client's business strategy and organization and our expertise in shared services contributed to the overall success of the project.

• A Fortune 100 company established a global real estate and facilities operation (GO) with plans to drive internal customer productivity, optimize the use of financial resources, continuously improve service delivery, and expand the range of services
• The initial customers of GO were large research locations world-wide and the client's corporate headquarters campus
• One of the largest divisions of the company was sales, which had its own facilities management operations
• The GO and sales operations wished to explore moving operations for U.S. regional offices to GO
• Sponsors were aware that a change would be met with skepticism from regional office employees
• Moving from a full-service environment to more of a self-service operation would be challenging, and sales office employees needed significant attention during the transition

• Conducted a thorough assessment of current operations for the sales offices, including: documentation of services, service delivery processes, governance and organization, identification of business issues, and development of a baseline of internal customer satisfaction
• Explored options for moving sales office operations to a shared services model, including increased standardization and greater self-service
• Prepared a business case, and the future-state model was adopted by GO and sales executives
• Acquired plan approval for transitioning operations to GO

• Organizational reporting relationships were changed within two months of approval of the business case
• Service portfolio and delivery processes were standardized across all U.S. offices within six months
• The role of GO staff in the offices moved from administrative to customer relationship management within six months
• Internal customers are satisfied with the actual delivery of services, and change management initiatives continue