Communicating Shared Services Results in an Effective Manner to Customers and Key Stakeholders

Description: While many Shared Services organizations are adept at gathering performance metrics for the various processes contained within their operation, being able to effectively communicate these results to the appropriate parties within the company often falls short due to a number of reasons. By developing an effective communication strategy that considers the information being communicated, who should be receiving the results, and how to customize the information to the specific needs of the recipient, the value provided by the performance measurement process will be great enhanced. During this Peercast, we will feature a company that has focused time and resources on this aspect of their operation and discuss the obstacles and challenges they faced in doing so.

Peercast Poll Results

Poll Title: Communicating Shared Services Results in an Effective Manner

Background: While many Shared Services organizations are adept at gathering performance metrics for the various processes contained within their operation, being able to effectively communicate these results to the appropriate parties within the company often falls short due to a number of reasons. By developing an effective communication strategy that considers the information being communicated, who should be receiving the results, and how to customize the information to the specific needs of the recipient, the value provided by the performance measurement process will be greatly enhanced. This poll looks at the primary method used to communicate Shared Services results and the degree of customization that is delivered.

Poll Question: What is the primary method for communicating Shared Services results to stakeholders and key internal customers?


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  Periodic face-to-face meeting with individual stakeholders / key customers 26%
  Periodic virtual (phone, video conference, etc.) meeting with individual stakeholders / key customers 0%
  Periodic face-to-face results review meeting with a group of stakeholders / key customers 11%
  Periodic virtual (phone, video conference, etc.) results review meeting with a group of stakeholders / key customers 15%
  Results are e-mailed 30%
  A hard copy of results is sent 0%
  Other (please comment) 19%
  Not Applicable 0%

Poll Question: Which response best describes the type of Shared Services results provided to stakeholders and key internal customers on a periodic basis?


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  Customized results package for each individual stakeholder and key internal customer based on their specific information needs and desires 8%
  Customized results package for each type (based on role, etc.) of stakeholder and key internal customer based on their specific information needs 36%
  Standard results package for all recipients, regardless of role in the company 48%
  Other (please comment) 8%
  Not Applicable 0%