Introduction Designing and implementing a robust performance measurement process is a key success factor for Shared Services or Global Business Services organizations. Doing so correctly involves more than simply adhering to a balanced scorecard approach, where you have defined measures for cost, quality, productivity, and customer satisfaction. Performance measures need to be tailored to meet […]
Introduction We’re all familiar with the statement that “what’s measured improves”. Internal and external customers for the Accounts Payable process are willing and able to provide detailed information about problems that exist from their perspective, but many companies don’t have good methods or techniques in place to track these issues and related corrective actions. Including […]
Introduction Outsourcing processes that are delivered by Shared Services is important to consider as external service providers continue to improve the quality of their services. It is also important that Shared Services leaders develop a strategy related to outsourcing so that they have an informed understanding of how outsourcing can be designed to fit with […]
Introduction of Lifecycle Maturity Shared Services as an operating model has been in existence for decades and, today is widely embraced by large global companies. Even though many companies have extensive experience, even leading companies to continue to make changes to their designs and take advantage of new opportunities to drive process improvement and business […]
Introduction While individual process areas often have very detailed performance measurements related to cost, productivity, quality, and customer service, many times the overall Shared Services operation struggle to present its overall results in a concise and effective manner. The challenge for any Shared Services or Global Business Services organization is to develop and maintain a […]
Introduction For Global Business Services to achieve the greatest results, there needs to be an emphasis on end-to-end process design, reducing complexity, and taking advantage of size and scale. While many bolt-on solutions can be successfully deployed, reducing system complexity by having as few instances of a common ERP system as possible is often the […]
Introduction The Order-to-Cash process is often one of the last process areas that transition to a Shared Services or a Business Services delivery model. The reason O2C processes are usually last is that these processes are closer to the customer, resulting in significant influence and oversight being required by individual business units and geographies. Since […]
Introduction Since launching the Intelligent Automation Research Area in 2017, Peeriosity has featured member experiences on Peercasts and engaged members in discussions using iPolling to flush out issues, with new activities happening every month. Because Peeriosity interactions include only Peeriosity members, without consultants or vendors getting in the way, discussions have been candid with an […]
Introduction In the world of Global Shared Services, the emphasis on digital enablement is a very high priority for all Peeriosity member companies. For Global Shared Services leaders, digital enablement efforts are focused on using digital transformation to automate processes, improve customer experiences, improve overall quality and accuracy, and generate new insights to assist business […]
Introduction While there are many benefits to implementing integrated software systems and bolt-on technologies, significant performance improvements are often possible from a direct inspection and redesign of underlying work processes. While it’s never a good idea to automate a bad process, it’s always a good idea to formally review process steps on a regular basis […]