Professional Outsourcing Report Managing Shared Services

Professional Outsourcing ReportIndependent editorial sponsored by: Managing Shared ServicesBusiness is about people, and organisationsare collectives of people. People behavebest when frameworks and protocols areput in place so that they can reachagreement with other people and getthings done. So for a Shared service centre(SSC) to be both efficient and effectivemeans creating a governance structure toensure that: 1) everyone agrees what shouldhappen; 2) those decisions are carried outas planned; and 3) the service stays fit forpurpose as business needs change andfurther improvements are demanded. This is no simple matter, because success is ultimately determined by the end customer. The result is a tough set ofchallenges in terms of Managing an SSC and guiding it to matter how thorough the re-engineering of work processes might bewithin an SSC, most business support servicesare integral to the business in some way, and that makes it difficult to routinise and measure them.

that free market conditions are likely to produce the optimum cost. However, as customer needs become more variable, c/or dynamic, the count-argument is that if the cost of negotiating,

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