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. This guide focuses on opportunities for performance improvement of services and functions associated with the shared services center.
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