Optimization

Over the past couple decades, shared services has become a powerful value creator for private and public sector organizations alike. Over 90% of major organizations have considered shared services.  Nearly 50% took an initial implementation step to reduce the cost of their support processes. Reality sets in... less than half achieve committed to benefits and are surprised when their customers’ expectations rapidly outgrow the level of service provided. Identifying how to address the challenge starts with determining where the imbalances lie and implementing prioritized initiatives to create self-sustaining improvements.

For all the successes experienced with shared services, the ever remaining question asked by today’s executive is, “What’s next?”  Shared services has delivered impressive results for organizations in terms of cost, quality, productivity, customer service and other key business metrics. How can organizations drive continuous value and ongoing competitive advantage once initial savings and productivity increases are realized?

ScottMadden’s assessment methodology and database of shared services benchmarks and leading practices make our firm uniquely qualified to perform operational audits of shared service functions. Our recommendations identify opportunities for improving strategic direction, rating model, service delivery processes, technology application, management information, results measurement, and organizational effectiveness.