Support functions seem to be working harder just to stay in place. Despite all their cost-cutting, they’re finding it awfully tough to please the business heads who are their most important customers. Most companies have managed to contain their general and administrative (G&A) costs in recent years through a relentless focus on functions such as information technology (IT), finance, human resources (HR), legal and facilities. Yet those measures aren’t translating into higher satisfaction among the business leaders. So is the problem a failure by support function executives to communicate the benefits of all their hard work? Or are there more systemic issues at play? Our research and work with support functions suggest that it’s the latter.
Authors: Adnan Qadir, Michael Heric, Paul Cichocki, Peter Stumbles
Source: Bain & Company