Delivery Design
The foundation for any successful shared services organization is its service delivery framework – the blueprint for services and their delivery across the corporation.
A service delivery framework, build from the corporation’s business strategy, specifies the shared services organization’s customer groups and how specific services are delivered to these entities, including the roles of internal and external service providers.
The service delivery framework guides the development of all other elements of the shared services organization, including organization design, staffing, processes, technology, and additional infrastructure, such as service pricing strategies.
ScottMadden works with new and existing shared services organizations to, based on corporate and business strategies, design an overall service delivery framework that meets the needs of disparate internal customers. Once tested within and outside the shared service, we develop the components necessary to build and launch the framework, including delineating the discrete activities of each service; outlining activity ownership; designing service delivery organizations, setting staff sizes, and outlining specific roles and responsibilities; redesigning processes and related tools; and selecting, designing, and integrating supporting technologies.
While we leverage our proprietary leading practice and benchmark databases to formulate service delivery frameworks and related components, we develop each and every framework to fit the unique attributes of our clients and their businesses.
