The “Create to Operate”
Shared Services Implementation Programme
Shared Services Implementation Toolkit
Presented by:
Jonathan Russell
Managing Director
PerformWorld
www.performworld.com
info@performworld.com
Tel +44 (0)141 443 2687
Mob +44 (0)7903 134709
© Perform! World Limited All rights reserved 2003 - 2009
Shared Services Implementation Programme
Contents
•
Our Offerings
•
What is the Shared Services Implementation Toolkit?
•
Objectives
•
Benefits
•
Our Role
•
Customers
•
Appendix of Tools Available Categorised by Purpose
© Perform! World Limited All rights reserved 2003 - 2009
Executive Summary
•
International studies show that an organisation’s back office functions will benefit
from being provided by Shared Services. Costs will be reduced and quality of
service improved.
•
PerformWorld has considerable experience in creating Shared Services.
•
This document illustrates the concepts of an end-to-end solution using proven
PerformWorld tools & methodologies. The work usually commences with a
feasibility diagnostic phase that results in a complete business case. A design,
build & transition phase follows, leading towards full steady state operation and
continuous improvement.
•
KPIs are used to measure performance. Our innovative web based performance
measurement system called Perform!™ can be installed to measure agreed
KPIs and provide Balanced Scorecard Dashboard reporting. This ensures a
regime of relentless improvement.
© Perform! World Limited All rights reserved 2003 - 2009
Our Offerings
PerformWorld is focused on providing leading-edge tools and methodologies for
organisations wishing to create and operate Shared Services.
We provide the following products & services:•Shared Services toolkit – the focus of this presentation.
Information about some of our products, that can be used alongside the Shared
Services implementation toolkit are contained elsewhere on our website. They
comprise:-
•Perform!™ web based performance measurement system to run Shared Services
operations efficiently and effectively.
•Change Readiness Diagnostic to assess the extent of your organisation’s readiness
for change, like a move towards Shared Services.
© Perform! World Limited All rights reserved 2003 - 2009
PerformWorld Skills
PerformWorld bring Shared Services start-up experience to assignments
including people, process, technology, consulting & measurement skills.
Training Skills
Process Skills
Service Management
Framework
Finance & Accounting
Service Level Agreements
Human Resources
Shared Services Concepts
Procurement
Best Practice
Improvements
Information Technology
Customer Contact
Six Sigma
Developing
Service Management
Framework
Consulting Skills
Measurement Skills
Business Transformation
Perform!™ web based
Process Re-engineering
Performance system
Change Management
Business Case Tracker
Programme Management
Process Diagnostics
Outsourcing
Benchmarking
Shared Services
Bringing
Best
Practice
Balanced Scorecard
Rolling-Out
Business
Initiatives
© Perform! World Limited All rights reserved 2003 - 2009
Operational Management
Driving Continuous
Improvement
What is Shared Service Centre (SSC) Implementation Toolkit?
•
A “best practice” collection of tools and templates that have been assembled over a dozen shared
services implementations for Finance, HR, IT and Customer Contact & Support operations.
•
Enables you to fast-track the creation of your Shared Services without the need to “re-invent the
wheel” and reduces business risk in the process.
•
Covers Feasibility, Visioning, Benchmarking, Analysis & Design, Build, Transition, Stabilisation &
Continuous Improvement stages in the lifecycle of a Shared Service.
•
Mix of options can be tailored to your Shared Services particular circumstances and stages in its
evolution.
•
Practical assistance from Shared Services practitioners who have worked at the coalface in the
creation of Shared Services before (who have witnessed and learned from past costly mistakes!)
•
Proven, easy to use tools and methodologies that assist you in your daily interactions with colleagues
and customers as you build out your Shared Services removing the need for guesswork.
•
Measurable results are demonstrated!
© Perform! World Limited All rights reserved 2003 - 2009
Shared Services
Implementation Toolkit
Critical Success Factors
- Overview
 Deliver superior customer
service to both internal &
external customers.
Our approach helps create
an environment that aligns
all 4 critical success factors
in building a leading –edge
Shared Services
Customers
Competitiveness
 Drive economies of
scale to ensure low
finance cost per
transaction.
Critical
Success
Factors
Teams
 Develop customer focused team
environment with the right values
and behaviours.
© Perform! World Limited All rights reserved 2003 - 2009
Processes
 Build controlled,
predictable,
measurable and
efficient processes.
Objectives
•
The primary objective of the Shared Services Implementation toolkit is to
provide clients with well proven tools and techniques to ensure they achieve a
successful outcome.
•
We believe, depending on the extent of tools & methodologies used, that we
can typically save clients £hundred thousands on implementation consultancy
costs when creating a Shared Services. This is achieved by avoiding the need
to create everything from scratch. Cost savings can be greater for larger
centres or those with greater complexity.
•
Importantly we can also reduce the effort, time commitment & involvement
required from existing hard-pressed operational staff who are usually called
upon to help with the implementation.
•
Our focus is not purely on the business benefits but we also aim to help to grow
the skills of the client team we work with. We further their career development
when we impart our extensive knowledge of Shared Services & Best Practice.
© Perform! World Limited All rights reserved 2003 - 2009
How will this benefit at each stage in the lifecycle of Shared Services?
• Feasibility & Visioning- we can work with you to create a clear vision with a supporting business case
and impact analysis for Shared Services with recommendations for endorsement by senior management.
We utilise structured Diagnostic tools during this process.
• Benchmarking – we are skilled in benchmarking processes and identifying areas for improvement. We
can perform this activity based approach as a high level desktop exercise or as a detailed process
involving interviews with staff. A management report is produced setting out a current state assessment
along with a prioritised action plan for change. We seek to ensure “buy-in” from managers to the results
during this participative process.
• Analysis & Design – we can help with structured process documentation and the creation of a detailed
picture of the future state SSC from a people, process and technology perspective. We utilise a wide range
of tried and tested tools & templates to achieve this.
• Build – we have project management tools that help the development of your Shared Services in a
methodical manner.
• Transition/ Migration – if you need to migrate work from disparate locations to one location, we can
provide a transition toolkit that helps you to consider the many tasks that need to be completed to ensure a
successful go-live in Shared Services.
• Stabilisation & Optimisation – we are specialised in providing innovative performance measurement,
balanced scorecard and improvement tools like six sigma. We provide a comprehensive approach which
would typically include the adoption of the Perform!™ web based system and periodic Benchmarking
© Perform! World Limited All rights reserved 2003 - 2009
Shared Services Implementation Lifecycle (Linked to CSF’s)
Feasibility/
Visioning/
Benchmarking
Analysis &
Design
Build
Transition/
Migration
Stabilisation
Optimisation
Processes
Teams
Customers: Developmental Relationship
Customers: Operational Relationship
Competitiveness:
Continuous Improvement
© Perform! World Limited All rights reserved 2003 - 2009
Shared
Services
Diagnostic
Data
As-Is Processes
Staffing
Volume Metrics
Process
Time Metrics
KPIs
Defect Rates & Backlogs
People
Deliverables
Process Commonality
Local Specifics
Process Boundaries
Paper Flows
Fiscal and Other Restrictions
Accuracy & Timeliness
Processes In Scope
Service Delivery
Concepts
Outline of Transition Plan
Draft SLAs
Overall Business Case
Salaries & Overheads
Work Conditions
Regulatory Obligations
Language Requirements
Current Costs
Staff Skills and Availability
Comparative Efficiencies
Effects On Transition
Redeployment
Proposed Staffing
Risk Analysis
Recruitment & Training
Concepts
Estimated Costs
Current Systems
Platforms
Current Costs
Suitability Of Systems
Migration Path
Capacity For Growth
Complexities
Proposed Architecture
Risk Analysis
Implementation Theme
Estimated Costs
Space Usage
Facility Specifications
Candidate Locations
Current Costs
Government Assistance
Potential Site Availability
Potential Site Suitability
Grant & Subsidy Availability
Proposed Facility
Risk Analysis
Implementation Outline
Estimated Costs
Technology Potential Changes
Facilities
Evaluation
© Perform! World Limited All rights reserved 2003 - 2009
Our Role
• We provide flexible solutions and will suggest different approaches depending on
client requirements. Most tools are standalone so can be used independently.
However greater benefits can be achieved by combining use of the tools.
• We can work with you on the ground to build your SSC or provide you with tools and
templates for you to adapt and implement yourselves after we provide some training/
impart necessary knowledge.
• We can either work alongside you or mentor you periodically to allow us to impart our
knowledge of creating successful Shared Service Centres. This will ensure you
achieve a positive outcome in a short timeframe and minimise any potential rework
and time-wasting for you.
• Our style is best described as ‘An Agent of Change’ to assist you through the process
with ease.
© Perform! World Limited All rights reserved 2003 - 2009
Appendix
Detailed List of Shared Services
Implementation Tools and
Benefits to Clients…
© Perform! World Limited All rights reserved 2003 - 2009
Feasibility, Visioning & Benchmarking
Components of Toolkit
Benefits to Clients
Visioning/ strategic aims/ high level benefits presentations
We will provide information to support the case for Shared Services and help
you to present a compelling but balanced view to Management
Outsourcing vs In-house options for Shared Services
If you are unsure of which strategic path to go for we can draw on our
previous experience of both environments to provide you with a balanced
view on the pros and cons of each option
Learning from Other SSC past mistakes (implementation &
operations)
We can run information sessions or workshops to help you understand the
right and wrong ways to implement & run a Service Centre
Selling the benefits to various groups within organisation
Communication is key to getting all your key people on board with the idea of
Shared Services - we can help smooth the way and help engage everyone
from the start by providing presentations for roadshows
Sales presentations, proposals & marketing plans
If you are intending to develop shared services as a business or are
formalising your relationship with Business Units on a more commercial basis
then we can provide help on approaching your sales strategy and building
content for sales presentations and proposals
© Perform! World Limited All rights reserved 2003 - 2009
Feasibility, Visioning & Benchmarking (cont’d)
Components of Toolkit
Due Diligence/ Initial Fact Finding Templates
Process Diagnostic Tools - Questionnaire & Calculator for
high level scale of opportunity/ business case
Benefits to Clients
In order to support your business case, identify potential issues & understand the
scope of work for the Service Centre we will provide questionnaires to help you
ask for the right initial information to make the right decisions
We have comprehensive structured diagnostics tools for both Finance & HR
processes to help assess the current situation (costing, obstacles to change,
defect levels & positioning versus benchmark) for your in scope processes and
can calculate potential for savings/improvement. This tool will also provide
calculations for recharging to business units and graphs generated can be
used to present results to interested parties
Drawing on the information provided by the Process Diagnostic tools we will provide
the structure to present a business case for a Shared Service Centre to
Management
Business Case Assessment
Cultural Readiness Questionnaire and Assessment
It is natural when any significant change is involved, it can lead to conflicts and
resistance from various sections in your organisation. We have witnessed the
many problems this causes and in certain extreme cases has led to the failure
of the project itself. We aim to help prepare you for these challenges and
provide an assessment together with the information to help you predict the
problems before they become a real issue for you
Data capture tools / site visit planning & documentation
At due diligence stage it is wise to collect data on the ground for analysis to support
your business case. We can provide planning tools and questionnaires to
make those visits as swift and effective as possible as well as providing advice
on dealing with the various reactions of people that you are likely to encounter
during the visits
Presentation of Initial Findings
We can help you to present the initial findings in a balanced and compelling way.
This will add credibility to the findings and ensure that the supporting business
case reflects reality as closely as possible
© Perform! World Limited All rights reserved 2003 - 2009
Analysis & Design
Components of Toolkit
Benefits to Clients
Service scope & retained services templates
It may seem basic but we often find there is no clear understanding of the scope of work
being taken on and what will remain at business units after transition. Our templates clarify
understanding and help plug gaps that might otherwise emerge and cause problems at go
live
Documentation Guidelines/ templates/ log/ review
process
A natural extension of understanding the scope of work itself is understanding at a detailed
level the exact work steps involved for each process. We provide a structured approach to
build your knowledge database which can then be stored and updated as required within the
Perform! World tool for training and reference purposes
Internal Controls approach
One area that is often neglected is the impact on internal controls from moving processes to
a different location. This forms part of our structured implementation plan and controls are
integrated within our approach to documenting procedures
Process maps/ desktop procedure templates
Presenting your process flows in a clear and concise way and providing step by step
documentation is helpful for training purposes. Staff & clients then understand how the
processes will operate in the new environment which can reduce risk of error. We provide
templates and examples to help build your knowledge database which can then be stored
and updated as required within the Perform! World tool for training and reference purposes
Process design workbook templates
We can provide you with structures to build a process design workbook for either systems
implementation or process transition purposes
Assessment of Current State processes
We can provide a detailed assessment of your existing processes and make suggestions for
change
Outline frameworks for delivery of SSC processes
Our framework can help you to set out the vision for delivery of the processes in a
document which can then be agreed and signed off by all impacted parties. This helps
clarify roles and responsibilities and avoids misunderstanding prior to go-live
© Perform! World Limited All rights reserved 2003 - 2009
Transition & Migration
Components of Toolkit
Manage Work Transfer Process (Project/Implementation
Planning, Progress Reporting & Reviews, Issues capture
log tool)
Benefits to Clients
We provide a proven structured project implementation planning toolkit that contains
most of the common steps and actions that must be taken to successfully
transition work into a Service Centre. This is tailored to your exact
requirements and allows you to project manage in a controlled manner. The
use of a web based issues management tool with inbuilt email capability is also
available to manage your issues on a timely, consistent and effective manner
Initial Contact & Due Diligence (Inform Client of process, gather
information & conduct due diligence)
Array of tools to help at stage of due diligence
Work Transfer Preparation (Prepare for & conduct client visits,
staff induction, plan work migration process)
Array of tools to help at stage of preparing for the work transfer visits
Cutover preparation/ readiness testing (IT & communication
systems & connectivity/ authorisation process/ mailroom
routing/ seating plans/ external & internal
communications/ review internal controls)
Array of tools to help at stage of preparing for the work moving to the Shared Service
Centre
Detailed Work migration by process area
Array of tools to help the staff learning the processes at business unit sites to work in
a structured and consistent manner to ensure knowledge is properly captured
Post Migration Transition (Manage transition process, load
knowledge base, lessons learned, stabilisation, review
versus actual vs.original business case, close transfer
activity)
Array of tools to assess success and learn to improve for subsequent migrations
© Perform! World Limited All rights reserved 2003 - 2009
SSC Build & Structure
Components of Toolkit
Benefits to Clients
Service Centre Architecture & Design (Physical, Process,
Organisational, Technology, Operational)
We can provide help on many practical aspects of design to help with the successful
running of a Service Centre
SSC Launch Planning and Public Relations
Whether you want the launch of the Centre to be a big party or just a low key affair we
can help with some of the planning and marketing aspects to help promote your
Service Centre as a positive move for your organisation
Business & Operational Plans
Whether you treat your Service Centre as a key business unit or simply as an
operational cost centre we can provide you with planning templates to help to provide
you with a directional focus for the SSC
Resource Planning Tools
The Perform! World toolkit provides integrated forecast and planning capability to help
you to manage your resources effectively
Internal Forms, HR Policies, Facilities, Way We Do Things
Manual, Disciplinary, Absence, Centre Rules & Regulations,
Managers Handbook
We have experience of the unfortunate problems that can occur in a SSC where there
are no clear guidelines or rules about what should be done day to day in operations.
Inconsistent treatment by managers can lead to unnecessary unrest and potentially
adversely impact on morale. We can provide tried and tested frameworks that are
proven to work well in SSC environments, that can be tailored to your exact
requirements
SSC Operational Reviews, Internal Accounting & ReportingActuals/ Budgets / Forecasts
The internal accounting for what is often a major operating unit often warrants
separate reporting to manage costs and report on quality issues. Much of the
information can be obtained from the Perform! World toolkit but we also provide
various templates to help control this important aspect of running a Service Centre
Managing Risk/ Risk Reviews
At all stages of the migration process through to ongoing operations it is important to
understand the potential risks. These risks are often common to all Service Centres
and we can provide template questionnaires to assess and suggest actions that ought
to be taken to mitigate each type of risk
© Perform! World Limited All rights reserved 2003 - 2009
Organisation & People
Components of Toolkit
Benefits to Clients
Induction & Transition Skills Training
It is important that staff are well prepared to take on the work and understand the
culture and working practices in the Shared Service Centre. For those who
have not worked in one before it can come as a culture shock so the more that
can be done to ease them into their roles the better. We provide training
material for induction to help achieve this goal
Recruitment & Role Design
We have much experience of different organisational structures that work well (and
others that don't) in a Service Centre environment. We can advise on different
structures and help you to select the best one for your specific situation
Communications (Team Briefing, Internal Magazine, Surveys,
Manager Communications Packs- (FAQs/ update
process)
Communication is key to a smooth transition of work and running a successful ongoing operation. We can tailor various tools that we have known to work well to
your exact requirements helping you to drive increased productivity, improve
staff morale and ensure the Centre moves cohesively forward towards
achievement of operational excellence
Performance Management - Review, Appraisal & Development
Plans
There are important aspects of performance that are specific to Service Centres. If
neglected it can impact negatively on customer satisfaction and on the
operational performance of the Centre. We have templates and guidelines with
suggestions for some important areas to focus attention
We have experience of various forms of reward mechanisms and can provide
guidance on the ones that have tended to work better than others. The Perform!
World toolkit provides you with the data to reward staff directly based on
performance if desired
Reward Mechanisms
Leadership Training/ Team Building & Performance Coaching/
Customer Care/ Behavioural & Skills Training
Certain basic training needs to be put in place to ensure everyone has the common
understanding of what is imperative in a Service Centre operating environment.
We can provide guidance on the sort of training that has proved invaluable to
ensure success
© Perform! World Limited All rights reserved 2003 - 2009
Customers
Components of Toolkit
Benefits to Clients
Contractual service delivery components & supporting schedules
If you want to formalise your relationship with Client business units we can provide
frameworks for the items that matter under a contractual style arrangement
Problem Management & Service Quality Complaints process
Customers of the Service Centre will want any complaints and problems managed in
an efficient and consistent manner to ensure maximum satisfaction. We can
provide frameworks that work well in managing this difficult area of operations
Communications (Client Presentations, keeping informed of
changes, regular updates, SSC open days)
Clients can be great supporters in good times but the exact opposite in bad. They can
make allowances for errors and work not being up to scratch as long as they are
kept informed in the right way. It is also often a good idea to keep them abreast
of developments at least out of courtesy or if a change impacts on their specific
area of responsibility it will be essential to communicate. We can provide you
will advice on various communication systems that work well and can help
promote a positive image of your Service Centre
Customer Satisfaction Surveys
Keeping the finger on the pulse of your customers is essential to keep them on side by
taking action on the poorer performing areas of your services before they
become a real issue. If your customers note you are striving to improve service
delivery they will look more kindly on the odd mistake made. We can provide
you with templates and ideas for questions to ask in surveys that get to the
bottom of the problems out there and help you to understand customer
perceptions better
Key Performance Indicators, Service Level Agreements/
Operational Level Agreements, Client Operataional
Reporting, Defect Analysis)
Customers expect to receive reports for at least some basic KPIs and have an agreed
Service Level Agreement. We have extensive experience of Service
Management and can provide tools to deliver meaningful metrics to satisfy
customers reporting requirements and demonstrate how well the service is
being delivered. Hard measurement to prove actual performance can defuse
often unfounded customer beliefs that the Service Centre makes a lot of
mistakes
Business Unit Recharging, Unit Pricing Methodologies & Pricing
Calculators
If you decide to recharge the costs of your SSC to business units in some way we can
provide you with the activity driven methods straight out of the web based
Perform! World toolkit
© Perform! World Limited All rights reserved 2003 - 2009
Operational Measurement
Vision & value of performance measurement
Core tool - Perform! World™ for performance
measurement, Activity Based Management,
forecasting resource requirements and retaining
knowledge
Client Reporting-KPIs/ SLAs & Surveys
Activity based management - Time / volume/ price driver
metrics/ productive hours and unit cost
We can help you to create a vision for performance measurement by helping you to focus
on the areas that matter. We have extensive experience in this area and
demonstrating the capabilities contained in The Perform! World tool should go a long
way to satisfying your operation performance management requirements
The core Perform! World tool is explained in greater detail in a separate section of the
website. It is an integral part of delivering the Shared Service methodology for both
transition and ongoing operations
We can help you design reports that provide a realistic assessment of performance for
your clients as well as providing them with uptodate news on progress. This can be
used as a key way for keeping Clients on-side and avoid misinterpretation
We can help with definition of the buiding blocks for the Perform! World toolset. These
essential elements are the drivers of cost and performance in your operations
Control and Quality Assurance
Quantifying errors and more importantly eliminating them on a continuous basis is
important to ensure long term customer satisfaction. The Perform! World toolkit
captures and reports on errors by client so you start to take action to eliminate them
Balance Scorecard Dashboards
The data from the Perform! World toolkit can be exported to excel to produce balanced
scorecard dashboards providing you with a comprehensive health check over staff,
operations, customer and financial dimensions. We can demonstrate typical useful
graphical and traffic light reporting information provided
Defect Analysis
Workload management
The Perform! World toolkit can measure and classify error types by any number of
categories desired. This allows root cause analysis and preventative measures can
then be put into place
The Perform! World toolkit has capability to measure and report on backlogs by activity this helps understand workload bottlenecks and the skills based analysis provides
capability to deploy staff to meet changing workload management needs
© Perform! World Limited All rights reserved 2003 - 2009
Project Management
Components of Toolkit
Initiating Projects- Templates/ authorisation process/
functional specifation templates & plans
Benefits to Clients
If you are initiating technology driven improvement projects along side the
transition of work, we can provide some useful templates and frameworks to
manage this important area which can so often get easily out of control if not
controlled effectively
If you have a number of projects on the go, we have effective methodologies for
prioritising, managing and controlling them
Project scheduling tool
Project Tracking tool/ Issues logs & status reports
Managing projects and ensuring everyone is aware of progress and the right
actions are taken at the right time are essential to success. We can provide
the tools to manage this process
Activity calendars
There are sometimes seasonal peaks of work that can impact on resource
requirements in a Service Centre. It is essential to understand these
impacts which can then be factored into the forecasting feature in the
Perform! World toolkit and reported on accordingly
Project Charters
Setting out clearly the objectives, benefits, resource requirements, risks, timelines
etc help with the assessment of the viability or desirability of a particular
project. We can provide structured templates to ensure all aspects are
covered off
Business case assessment tool
Each project should be assessed on its own merits and we have a useful tool to
help you make the right decisions
© Perform! World Limited All rights reserved 2003 - 2009
Process Improvement & Benchmarking
Components of Toolkit
Benefits to Clients
Best Practice Improvement ideas
We have extensive experience and understanding of Finance & HR processes and have
a wealth of ideas to transform your process environment into a world class one
Six Sigma Process Improvement Methodology &Training
(Black Belt, Train Trainer, Champion,Tools &
Templates)
Traditionally six sigma techniques have been used in manufacturing environments. We
have adapted those standard techniques and extracted what is useful in a Service
Centre environment which thankfully is much simpler to use.We can train your
team at all levels to use these intuitive techniques that can allow everyone in the
organisation to make a contribution to process improvement
Benchmarking
We have extensive experience of Benchmarking both Finance and HR processes. We
also possess a number of key benchmarks that can be compared to your own
performance. We can produce detailed reports setting out your current positioning
versus benchmark and with your agreement set out a practical roadmap for you to
make improvements and track progress through the Perform! World tool long term
Building a Culture of Operational Excellence in the SSC
It is not just sufficient to implement a methodology for process improvement but really
important to create a culture that drives improvement. We can provide you with
ideas for doing this and depending on your chosen solution can help you devise the
communication and methodology around it
Process Diagnostic Tools - Questionnaire & Calculator for
priority focus on improvements
The process diagnostic tools and their findings mentioned at due diligence stage can also
be used to drive improvement
Brainstorming ideas/ ideas schemes
We have conducted many ideas generation sessions, ideas box etc and can formulate
programmes to help you drive improvements as part of building out the
improvements culture
© Perform! World Limited All rights reserved 2003 - 2009