service frame north west shared service forum 290410
TRANSCRIPT
Shared Services Governance – A consistent and efficient approach
29th April 2010
Sharing....
Your Customers ???
What’s a Service?
What’s a Service?
Why is Shared Services different to the old model?
?
Different Mindset?
• A shift in attitude and behaviour?
• Activities were traditionally considered to be ‘back office’ and ‘support’
• Focus on carrying out activities required to deliver a service is the entry point.
• Shared Service Leaders now run their own businesses.
• You are in the business of Driving Excellence in Service Delivery and Creating Satisfied Customers.
What’s the new language?
• Better / Excellent Service
• Continuously Improving
• Adding Value / Innovation
• Communicating Effectively
• Reducing Cost
• Developing specialised competence
• Expanding role
Is your Shared Services ‘built’?
• But what’s built?
• Most organizations focus on building the process and technology to deliver the service: ENTRY POINT.
• What will help you move to world class, to excellence? What will make your business successful and an example to others?
The Governance ‘Chore’
• Capturing Business Performance is the end in
itself.
• The report is produced and ‘sent’.
• Then what?
• Why is governance actually important?
Governance
• The word governance derives from the Greek verb κυβερνάω [kubernáo] which means to steer and was used for the first time in a metaphorical sense by Plato.
• What information will you use and what activities will you undertake to define how you ‘steer’ your business?
Governance Data is the input. Value is the output.
• Data or evidence relating to your business performance
• Data or evidence relating to understanding your customers
satisfaction
VALUE
Governance Data?
• Information on service performance against key
metrics
• Information on key issues and risks – on Shared
Service and Client side
• Information on customer satisfaction
Getting to Value and World Class..
• The key activity should be analyzing evidence and data – not collecting it, aggregating it etc.
• The outputs should be – Better / Excellent Service
– Continuously Improving
– Adding Value / Innovation
– Communicating Effectively
– Reducing Cost
– Developing specialized competence
– Expanding role
To World Class…..
What is the evidence telling you?
Key points for analysis?
• Are you measuring the correct things?
• Is the issue profile aligned to KPI performance?
• Is the risk profile of the service red, amber or green?
• Is the customer satisfaction score aligned to the KPI performance and the issue score?
• What is driving KPI score – process efficiency, resource availability, skills, volumetrics?
Know what this is?
Yes….a pitch :>)
Accelerate the path to value
• Gather the governance information you need quickly and easily.
• Ensure you have a consistent approach to capturing information on performance, issues and risks.
• An approach that allows the information collected to be aggregated effectively to provide clear visibility of the effectiveness and development of your shared services.
What’s our approach?
• An online portal that allows users to capture information on KPIs, Issues and Risks.
• Workflow engine to alerts users as appropriate to capture data or follow up on actions.
• Online dashboards and downloadable reports.
• Our approach? Simpler is better.
Governance Dashboards
• Governance Dashboards can be aggregated by specific areas, services etc
• High level dashboards product automatic scoring and extract key issues and risks for executive review.
Your approach?
• Get the information you need quickly.
• Analyse it.
• Take the actions necessary to be world class.
SERVICEFRAME
• Manage KPIs, Issues, Risks and Actions in one place.
• Online dashboards and download reports
• Get up an running in hours
• Low cost – 7500GBP per annum
SIMPLER IS BETTER
Summary
ServiceFrame gathers information on performance and risk in Shared Services.
[email protected]+ 353 1 237 6620
WWW.SERVICEFRAME.COM