Peeriosity Insights: Recent Research Findings Summarized insights. To view detailed research results, contact us to inquire about membership.

Measuring and Improving Customer Satisfaction for Shared Services Organizations

Many Shared Services leaders can, off the top of their heads, quickly quote you their organization’s KPIs, SLAs, volume growth, headcount reduction, and percent cost-saving reductions for each of the past five years. Ask them how satisfied their customers are and they will most likely pause, and say something along the lines of “If they’re […]

Posted in Global Business Services

Driving Employee Engagement and Development in Shared Services

More than technology or processes, the foundation of a solid Shared Services organization is its people. It’s critical for leaders to create an environment and culture that keeps the team engaged, customer-focused, and innovative. While evaluating various sourcing options, striving for standardization among customers with differing perspectives, and reacting to changing levels of upper management […]

Posted in Global Business Services

Communicating the Value of Shared Services

Is the objective of Shared Services to be an efficient, back-office “utility”? Many Shared Services leaders would argue that Shared Services is, in fact, a “value-adding business partner” and not just a “low-cost, high-volume, transaction processing factory”. On a recent Peeriosity webcast, member companies were in broad agreement that part of their vision is to […]

Posted in Global Business Services

Project Management in Shared Services – Managing Scope Creep

As Shared Services organizations expand and take on more complex implementations, as well as the ongoing evolution of the enterprise business model, the need for project management techniques as a core skill is critical as more and more functional areas and operational locations are impacted. Some Shared Services organizations have a formal Project Management Office […]

Posted in Global Business Services

Continuous Improvement – Is it in Your Shared Services DNA?

While many companies have realized significant savings when first transitioning to Shared Services, uncovering additional saving opportunities can be a challenge without proper focus. One attribute of many successful Shared Services operations is a well-established continuous improvement program that is ingrained within the culture of the operation. Recently a poll, followed by a webcast featuring […]

Posted in Global Business Services

Benchmarking Back-Office Structures and Design

Optimization efforts generally have the recipe ingredients of parts technology, process, and organization optimization. One of the ongoing benchmark surveys within Peeriosity allows a company to benchmark the “organization” piece of their back-office structure. Finding the back-office structure “sweet spot,” located somewhere between a highly leveraged cost structure and reliable high-quality service, has always been […]

Posted in Global Business Services

Shared Services Charge-Out Methodology

There are about as many philosophies on this topic as there are shared services organizations! On one end of the spectrum are those that do not charge at all and at the other, others with formalized models that detail monthly charges for all services, including shared services leadership as well as center leadership and all […]

Posted in Global Business Services
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