Performing shared services is defined as consolidating and redesigning selected internal support services and functions to deliver the most cost effective and high-quality services possible. Organizations measure several financial, operational and customer-feedback based elements to ascertain performance of the shared services function. High-volume, routine transactions; specialized skills; and companywide information technology are all business functions that are good candidates for shared services.
Increased efficiency and effectiveness of shared services provide a potential source of competitive advantage to an enterprise, gained through:
- Utilizing scale economies
- Leveraging technology
- Implementing standardization/coordination
- Conducting reengineering opportunities
- Demonstrating a greater span of control
This tool contains two sample guides that focus on opportunities for performance improvement of services and functions associated with the shared services center.