Transforming Services in Higher Education
ScottMadden has helped a number of organizations implement a shared services delivery model. Contact us to learn how we can help support your business transformation and shared services projects.
At a Glance
Current State Assessment
Assessed current state by analyzing:
- Scope of services
- Organization and staffing
- Volumes, processes, and technologies
Structure and Mechanisms
Developed a blueprint to establish a future shared services model including:
- Project management structure
- Mechanisms to execute the service delivery blueprint
Customer-Focused Product
Developed a customer-focused administrative service delivery model with:
- Streamlined organizational structures and processes
- Improved faculty and staff access to services
Challenge
A public research university engaged ScottMadden to develop a new service delivery model for administrative functions, including HR, finance, and research. Given the change management concerns of faculty and staff, ScottMadden focused on developing a service delivery model for the university’s largest college first, which could serve as a pilot test for future expansion.
Process
- Conducted interviews with faculty and staff to assess current state
- Conducted a work activity assessment to gather data on level of effort and labor costs associated with activities
- Analyzed scope of services, organization and staffing, volumes, processes, and technologies
- Formulated recommendations based on current state findings
- Developed a blueprint to establish a future shared services model
- Created project management structure and mechanisms to execute the service delivery blueprint and roadmap over the life of the project
Result
- Developed a customer-focused administrative service delivery model to simultaneously streamline organizational structures and processes while also improving faculty and staff access to services
- Identified opportunities to clarify and document service levels to improve administrative service management
- Recommended system enhancements to improve data quality and better meet reporting requirements
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Let’s Work Together
We don’t solve problems with canned methodologies; we help you solve the right problem in the right way. Our experience ensures that the solution works for you.