Developing a Comprehensive Shared Services Performance Measurement Package
Description: 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 their overall results in a concise and effective manner. This Peercast will look at how a Shared Services organization has addressed this challenge and developed a cohesive reporting package that meets both the needs of the Shared Services organization and its key customers.
Peercast Poll Results
Poll Title: Developing a Comprehensive Shared Services Performance Measurement Package
Background: While individual process areas often have very detailed performance measurements related to cost, productivity, quality, and customer satisfaction, many times the Shared Services operation struggles to present their overall results in a concise and effective manner. This poll looks at satisfaction levels with Shared Services reporting packages and potential areas for improvement in reporting.
Poll Question: How satisfied are you with your current performance reporting package for Shared Services?
Poll Question: What would you most like to see improved in your performance reporting package for Shared Services?
| More meaningful metrics | 22% | |
| Better summary data, less detail | 13% | |
| More detail to back up summary data | 9% | |
| Information that leads to better decision making | 39% | |
| Information that influences customer behavior | 9% | |
| Other (please comment) | 9% | |
| Not Applicable |