The Blueprint for Improving Service Delivery

August 2014

One of the first questions an organization may ask when preparing to change its delivery model is, “where do we start?” Whether you are considering a shared services model, have implemented a shared services model you wish to improve, or are interested in making other changes to your delivery model and staffing levels, understanding who does what is critical in determining the right solution. ScottMadden recommends starting with a workload activity analysis to gather data to support these changes. The data and resulting insights highlight opportunities, provide evidence to support the changes, and create the foundation for transition plans.

Additional Contributing Author: Min Qin

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Contributing Authors

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