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The Promise of Shared Services
The concept of Shared Services has been around since the 1980's. On paper, the idea of generating efficiencies through the consolidation of internal services (HR, payroll, IT, accounting, etc.) appears highly attractive. However, many organizations have found it difficult to effectively move the concept from the drawing board, or found that the benefits promised simply were not realized when implemented.
Where Do Things Go Wrong?
There are several common areas where organizations struggle:
- Strategy development and business case preparation
- Understanding the true cost of services and the allocation of charge backs to business units
- Problems with governance, accountability, and reporting Decisions regarding in-house vs. outsourced service provision
- Inadequate organizational realignment and process redesign
- Inadequate training and change management for staff
- Service level and contract management
- Performance measurement
Getting It Right
There are a number of invaluable lessons that have been learned during Shared Services implementations:
Do:
- Think big, start small, scale fast
- Invest in benchmarking and have a thorough business case
- Have a clear understanding of service delivery costs
- Transform, don't just consolidate
- Engage staff from the outset
- Keep Service Level Agreements simple
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Don't:
- View Shared Services as simply a cost-cutting opportunity
- Underestimate organizational resistance
- Forget to adjust job descriptions, compensation and recognition systems
- Allow "shadow services" to develop
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From Theory To Practice
Successfully designing and implementing Shared Services requires a variety of skill sets and experiences. Many consulting companies that offer Shared Services support can provide clients with theory and concepts, but do not have the skills, practical tools or implementation experience to move the initiative through detailed design and into implementation.
Other consulting and accounting firms are often more interested in physically delivering the services (outsourcing) and may not be able to stay objective during the analysis and design stage. Of course, clients are looking for objective consulting support that can help turn theory into practice and implement a Shared Services solution that fully delivers their business needs.
The Total Solution
CRG works with clients to move Shared Services initiatives from concept to reality. We have assembled a world class team of professionals that can help clients in assessing, designing, implementing, and successfully operating their Shared Services organization.
Shared Services Manageris CRG's complete measurement and management software solution that provides the tools needed to effectively manage a Shared Services organization. It allows companies to understand service demands, measure organizational performance, understand and manage service costs, and enhances customer focus for the future. With a low cost of ownership and rapid implementation, Shared Services Manager will provide a quick return on your Shared Services investment. |
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"We needed something more than our forward-looking, but internally focused budget outlook process in order to implement our services and cost management strategy of developing a customer-focused set of offerings, enabling advanced cost management capabilities, and building shared accountability between IT and our internal clients. We chose Corporate Renaissance Group to help us get there. Their expertise, approach, and Shared Services Manager toolkit is the perfect fit to enable us to achieve our goals."
Ted Forsberg, AFLAC, IT Manager of Strategic and Financial Planning
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