Maturity matters! Organizations with mature shared services models that have continued to innovate and improve create greater value. In ScottMadden’s Human Resources Shared Services (HRSS) benchmarking study conducted with APQC, a majority of participants have been operating for three or more years.
Early shared services centers were set up with a clear objective: efficiency and centralization in pursuit of cost reduction. The next step, however, is more complex. We are witnessing a growing trend where service centers are optimizing their shared service models to drive higher levels of service and cost efficiency as they mature.
Five characteristics stand out as being critical to organizations driving business efficiency and value as their HRSS organization matures:
Maturity alone does not yield benefits, but by focusing on continuous improvement and periodically reassessing your shared services model, you can ensure that you continue to reap the benefits for years to come.
ScottMadden’s Human Resources Shared Services benchmarking study shows a majority of participants have been operating for three or more years. While likely not wholly attributable to the service delivery model, organizations with mature shared services models are more likely to show lower turnover, higher efficiency levels, better call center metrics, as well as lower costs with mature shared services.
Additional Contributing Author: Min Qin
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