{"id":2960,"date":"2017-04-06T21:02:21","date_gmt":"2017-04-06T21:02:21","guid":{"rendered":"https:\/\/www.peeriosity.com\/shared-services\/articles\/?p=2960"},"modified":"2022-09-06T22:34:09","modified_gmt":"2022-09-06T22:34:09","slug":"developing-a-comprehensive-shared-services-performance-measurement-package","status":"publish","type":"post","link":"https:\/\/www.peeriosity.com\/shared-services\/articles\/2017\/04\/developing-a-comprehensive-shared-services-performance-measurement-package\/","title":{"rendered":"Developing a Comprehensive Shared Services Performance Measurement Package"},"content":{"rendered":"<p><span style=\"font-size: medium;\">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 struggles to present its overall results in a concise and effective manner.\u00a0 The challenge for any <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/category\/shared-services-leadership\/\">Shared Services organization<\/a> is to develop and maintain a cohesive reporting package that meets both the needs of the Shared Services organization and its key customers and remains relevant as the business evolves.<\/span><\/p>\n<p><span style=\"font-size: medium;\">Recently, a $17B global producer of consumer food products operating in over 100 countries shared their approach to Shared Services performance measurement with the Peeriosity membership on a Peercast<sup>TM<\/sup>.\u00a0 \u00a0Looking to enhance their existing reporting package for their Global Shared Services operations, they developed the following performance measurement improvement objectives:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Supplement existing performance management reporting with consistent external measures<\/span><\/li>\n<li><span style=\"font-size: medium;\">Establish a repeatable process<\/span><\/li>\n<li><span style=\"font-size: medium;\">Identify gaps in where other companies may be doing things differently, especially over the long-term<\/span><\/li>\n<li><span style=\"font-size: medium;\">Ensure we are spending time efficiently<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Organizationally, with both a Service Delivery Manager and <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2019\/01\/defining-the-responsibilities-of-global-process-owners-gpo\/\">Global Process Manager<\/a> for each major process area, prior to the change project the Service Delivery Manager was primarily responsible for performance management, while the Global Process Manager provided expertise and support as needed in that area.\u00a0 As part of the development of a new approach to Shared Services performance measurement, this company made a shift from a monthly operational scorecard that focused on internal measures to a quarterly benchmarking scorecard that focuses on how they compare externally and how they are trending in what they call \u201cThe Measures (Pillars) of Performance\u201d, which are: Cost Effectiveness, Process Efficiency, Staff Productivity, and Cycle Time.\u00a0 The shift was also made to have the scorecard be driven by the Global Process Owner rather than the Service Delivery Manager.<\/span><\/p>\n<p><span style=\"font-size: medium;\">Another important concept shared by the featured company was what they consider to be the successful keys to the identification of the proper performance measures, which are as follows:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Understand what benchmarks are available externally and match your process<\/span><\/li>\n<li><span style=\"font-size: medium;\">Select the right measure(s) for each pillar that moves the dial.\u00a0 Getting your volume measures(s) right is key.\u00a0<\/span><\/li>\n<li><span style=\"font-size: medium;\">Have confidence that you can reasonably source the data internally<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Other areas shared by the featured company that is available to Peeriosity members on the member website include the project timeline, the benchmark sources utilized, and their data gathering approach.\u00a0 They closed their presentation with the following list of lessons learned in carrying out the initiative:<\/span><\/p>\n<ul>\n<li><span style=\"font-size: medium;\">Focus historically has been on personnel cost alone, but system cost needs to be incorporated, especially with the maturity of <a href=\"https:\/\/www.investopedia.com\/terms\/r\/robotic-process-automation-rpa.asp\">RPA technologies<\/a><\/span><\/li>\n<li><span style=\"font-size: medium;\">Benchmark data can come in deciles and quartiles, but you can convert it<\/span><\/li>\n<li><span style=\"font-size: medium;\">Leverage outside information such as vendor quotes<\/span><\/li>\n<li><span style=\"font-size: medium;\">Use existing processes\/data, don\u2019t reinvent the wheel<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: medium;\">Related to this Peercast<sup>TM<\/sup> was a poll developed utilizing Peeriosity\u2019s iPolling<sup>TM<\/sup> technology.\u00a0 Reviewing the results of this poll, the first question focused on the type of performance reporting package that the companies were currently utilizing for the key stakeholders and internal customers of their Shared Services operation.\u00a0 The most prevalent response was a balanced scorecard at 39%, well known for its combination of financial and non-financial measures and often proactive in its measurement and closely tracked with target values.\u00a0 This was followed closely by a formal dashboard that is not as robust as a balanced scorecard, often more focused on historical financial data, with 33% of the companies utilizing that approach.<\/span><\/p>\n<p><img loading=\"lazy\" class=\"alignnone\" src=\"data:image\/png;base64,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\" alt=\"iPolling: response that best describes the Shared Services performance measurement program\" width=\"577\" height=\"323\" \/><\/p>\n<p><span style=\"font-size: medium;\">The second iPolling<sup>TM<\/sup> question then addressed how often the Shared Services performance reporting package is reviewed and updated as it relates to the type of information presented (key metrics utilized) and format (delivery, layout, etc.).\u00a0 All too frequently, companies spend a significant amount of time creating a strong performance measurement program, only to then not provide the necessary updates to keep it as relevant as it should be.<\/span><\/p>\n<p><span style=\"font-size: medium;\">Reviewing the results, a very large majority (82%) indicated that they update their performance reporting package at least quarterly, with 9% doing this semi-annually and another 9% performing the update on an annual basis.<\/span><\/p>\n<p><img loading=\"lazy\" class=\"alignnone\" 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\" alt=\"iPolling: how often is shared services performance reporting package at your company | Shared Services performance measurement program\" width=\"577\" height=\"312\" \/><\/p>\n<p><span style=\"font-size: medium;\">Some of the member comments related to the poll include the following:<\/span><\/p>\n<p><span style=\"font-size: medium;\"><strong>Healthcare, Pharmaceuticals, Biotech Member:<\/strong> Each functional area has a balanced scorecard (e.g. Finance, HR, Supply Chain, Revenue Cycle, etc.) presented to their respective Client Advisory Groups; some metrics are reported monthly, and most are quarterly.<\/span><\/p>\n<p><span style=\"font-size: medium;\"><strong>Media &amp; Entertainment Member: <\/strong>We basically have a monthly scorecard that we hold quarterly meetings to review with the stakeholders.<\/span><\/p>\n<p><span style=\"font-size: medium;\"><strong>Consumer Products &amp; Services Member:<\/strong> We provide a balanced perspective to key stakeholders.<\/span><\/p>\n<p><span style=\"font-size: medium;\"><strong>Healthcare, Pharmaceuticals, Biotech Member:<\/strong> We have an internal dashboard that measures several metrics for each functional area, as well as an <a href=\"https:\/\/www.peeriosity.com\/shared-services\/articles\/2021\/08\/whats-measured-improves-the-importance-of-formal-kpis\/\">external dashboard with higher-level metrics<\/a>. Both dashboards are issued monthly. For the external customer-facing dashboard, we include customer satisfaction from ticket surveys, average speed to answer, abandonment rate, total calls, and total tickets per month.<\/span><\/p>\n<p><span style=\"font-size: medium;\"><strong>Financial Services Member:<\/strong> Formal dashboard with a mix of measures, not as robust as a balanced scorecard. However, given we are a relatively new Shared Services organization, additional measures are still under development.<\/span><\/p>\n<p><span style=\"font-size: medium;\">How effective is your Shared Services performance measurement program?\u00a0 Is it updated frequently to ensure its continued relevance and effectiveness?<\/span><\/p>\n<p><span style=\"font-size: medium;\">Who are <em>your<\/em> peers and how are you collaborating with them?<\/span><\/p>\n<div>\n<p>____________________________________________________________________________<\/p>\n<\/div>\n<p><span style=\"font-size: medium;\">\u201cPeercasts<sup>TM<\/sup>\u201d are private, professionally facilitated webcasts that feature leading member company experiences on specific topics as a catalyst for broader discussion.\u00a0 Access is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from attending or accessing discussion content.\u00a0 Members can see who is registered to attend in advance, with discussion recordings, supporting polls, and presentation materials online and available whenever convenient for the member.\u00a0 Using Peeriosity\u2019s integrated email system, Peer Mail<sup>TM<\/sup>, attendees can easily communicate at any time with other attending peers by selecting them from the list of registered attendees.\u00a0<\/span><\/p>\n<p><span style=\"font-size: medium;\"><sup>\u00a0<\/sup>\u201ciPolling<sup>TM<\/sup>\u201d is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from participating or accessing content. Members have full visibility to all respondents and their comments. Using Peeriosity\u2019s integrated email system, Peer Mail<sup>TM<\/sup>, members can easily communicate at any time with others who participated in iPolling.<\/span><\/p>\n<p><span style=\"font-size: medium;\">Peeriosity members are invited to log into <a href=\"http:\/\/www.peeriosity.com\/shared-services\/\">www.peeriosity.com<\/a> to join the discussion and connect with Peers.\u00a0\u00a0 Membership is for practitioners only, with no consultants or vendors permitted.\u00a0 To learn more about Peeriosity, <a href=\"https:\/\/www.peeriosity.com\/shared-services\/\">click here<\/a><\/span><\/p>\n<p><span class='st_linkedin_large' st_title='Developing a Comprehensive Shared Services Performance Measurement Package' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2017%2F04%2Fdeveloping-a-comprehensive-shared-services-performance-measurement-package%2F' displayText='linkedin'><\/span><span class='st_twitter_large' st_title='Developing a Comprehensive Shared Services Performance Measurement Package' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2017%2F04%2Fdeveloping-a-comprehensive-shared-services-performance-measurement-package%2F' displayText='twitter'><\/span><span class='st_email_large' st_title='Developing a Comprehensive Shared Services Performance Measurement Package' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2017%2F04%2Fdeveloping-a-comprehensive-shared-services-performance-measurement-package%2F' displayText='email'><\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>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 struggles to present its overall results in a concise and effective manner.\u00a0 The challenge for any Shared Services organization is to develop and maintain a cohesive reporting package that meets [&hellip;]<\/p>\n<p><span class='st_linkedin_large' st_title='Developing a Comprehensive Shared Services Performance Measurement Package' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2017%2F04%2Fdeveloping-a-comprehensive-shared-services-performance-measurement-package%2F' displayText='linkedin'><\/span><span class='st_twitter_large' st_title='Developing a Comprehensive Shared Services Performance Measurement Package' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2017%2F04%2Fdeveloping-a-comprehensive-shared-services-performance-measurement-package%2F' displayText='twitter'><\/span><span class='st_email_large' st_title='Developing a Comprehensive Shared Services Performance Measurement Package' st_url='https%3A%2F%2Fwww.peeriosity.com%2Fshared-services%2Farticles%2F2017%2F04%2Fdeveloping-a-comprehensive-shared-services-performance-measurement-package%2F' displayText='email'><\/span><\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[8],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.2 (Yoast SEO v19.13) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Shared Services Performance Measurement | Peeriosity, LLC<\/title>\n<meta name=\"description\" content=\"How effective is your Shared Services performance measurement program?\u00a0Is it updated frequently? 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