Description:
Delivering high-quality services has been a core tenet for most Shared Services operations from their inception. While this is a noble objective, many Shared Services organizations struggle to achieve any significant improvements in quality to coincide with their success in the areas of cost and productivity.
This Peercast looks at how our feature company has leveraged a formal quality program to enhance their overall Shared Services operation.
Background: This poll looks at the process and methodology used within Shared Service organizations related to quality assurance of their work product.
Project driven utilizing a common quality assurance methodology (Lean, Six Sigma, etc.) | 19% | |
Routine sampling of work product that assesses the accuracy of the total transactional process (end-of-line) | 25% | |
Routine sampling of work product that assessed the accuracy of the shared service associate’s processing accuracy | 50% | |
Other (Please Comment) | 6% |
Peer-to-peer review within a work unit | 7% | |
Dedicated quality auditor within a work unit | 0% | |
Management review within a work unit | 7% | |
Stand-alone audit or quality assurance team that is not a part of the work unit | 33% | |
Combination of two or more of the above methods | 47% | |
Other (Please Comment) | 7% |