Shared services delivery is no longer just about centralizing functions or cutting costs. It’s about creating a high-performance engine that drives efficiency, scalability, and innovation across the business. To truly elevate delivery, organizations must rethink how they operate, adapt to evolving demands, and adopt proven strategies that go beyond the basics. Let’s break down five strategies that are making waves in the shared services world.
Build a Customer-Centric Delivery Model
Shared services often run the risk of becoming too inward-focused, prioritizing processes over people. Shifting to a customer-centric approach ensures that services meet user needs effectively—whether those users are internal employees or external partners.
How it works:
- Develop service-level agreements (SLAs) and key performance indicators (KPIs) based on customer priorities, not just operational metrics.
- Use customer feedback loops, such as surveys or focus groups, to continuously refine service delivery.
- Train teams to view users as customers, prioritizing responsiveness and proactive problem-solving.
Proven Example: Unilever revamped its shared services to focus on employee satisfaction, introducing self-service HR tools and a central portal. This not only improved employee experience but also increased service efficiency, reducing ticket resolution time by 30%.
Embrace End-to-End Process Ownership
Fragmented processes across multiple teams often lead to inefficiencies, duplication, and frustration. Consolidating end-to-end ownership within shared services ensures accountability and streamlines workflows.
How it works:
- Identify processes that can be managed entirely within shared services—finance, procurement, or HR, for example.
- Assign clear ownership for each process, from start to finish, to eliminate handoff delays and errors.
- Leverage technology to integrate workflows and enable real-time tracking across steps.
Proven Example: Coca-Cola Enterprises consolidated its order-to-cash processes under shared services. By taking full ownership, they reduced processing times by 40% and improved accuracy, leading to faster revenue recognition and happier customers.
Invest in Advanced Analytics and Insights
Shared services are a treasure trove of data, yet many organizations fail to capitalize on this resource. Advanced analytics can unlock insights that drive better decision-making and operational improvements.
How it works:
- Implement tools that integrate and analyze data across finance, HR, IT, and procurement functions.
- Use predictive analytics to anticipate issues, like supply chain disruptions or employee attrition.
- Provide data-driven dashboards to stakeholders for improved visibility and alignment.
Proven Example: Johnson & Johnson introduced analytics-driven dashboards in its shared services operations. By predicting cash flow trends and identifying payment bottlenecks, they reduced working capital by $2 billion over three years.
Leverage Global Delivery Models for Scalability
As businesses expand, shared services must scale efficiently while maintaining service quality. A global delivery model combines regional expertise with centralized governance to achieve the best of both worlds.
How it works:
- Establish global service hubs that cater to specific regions while adhering to centralized policies.
- Use technology to enable seamless collaboration and knowledge sharing between global teams.
- Optimize staffing by leveraging time zone differences for 24/7 service coverage.
Proven Example: Siemens implemented a global shared services model with hubs in China, India, and Eastern Europe. This approach allowed them to scale operations rapidly while reducing costs by 20% and delivering consistent service globally.
Foster a Culture of Continuous Improvement
Shared services delivery must evolve alongside business needs. A culture of continuous improvement ensures that teams are always looking for ways to optimize processes, adopt new technologies, and deliver greater value.
How it works:
- Empower employees to identify inefficiencies and propose solutions through Kaizen or Lean methodologies.
- Regularly review and update processes to align with changing business priorities.
- Pilot new technologies or approaches on a small scale before scaling them across the organization.
Proven Example: Toyota’s shared services team applies Lean principles to its finance operations, conducting quarterly reviews to identify process bottlenecks. This ongoing refinement has resulted in a 15% productivity improvement year-over-year.
Conclusion
Elevating shared services delivery requires a deliberate shift from operational efficiency to strategic enablement. By focusing on customer-centricity, end-to-end ownership, analytics, scalability, and continuous improvement, organizations can transform their shared services into a competitive advantage.
Sources
- McKinsey & Company
- Deloitte Insights
- Accenture Shared Services Research
- World Economic Forum Case Studies
Adopting these strategies isn’t just about improving today’s service delivery—it’s about future-proofing shared services for tomorrow’s challenges.
