Shared services strategies are improving the effectiveness and efficiency of a range of back-office services. But such strategies must be built on a foundation for achieving higher levels of service and performance. Here is a comprehensive analysis of the service management capabilities needed to succeed.
Content: Article | Authors: Gary A. Duncan, Gerald Fass, Paul E. Jeruchimowitz | Source: Accenture | Subject: IT / Technology / E-Business
Objective performance monitoring and analysis are essential to demonstrating the benefits that adopting the Shared Services model can bring to the client organization, helping it to attain its high performance goal. This Point of View focuses on how to realistically measure Shared Service Center operations. Examples of Key Performance Indicators and a Performance Measurement model are also included.
Content: Article | Author: Gary A. Duncan | Source: Accenture | Subject: Management