Enhancing Process Quality in Shared Services

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.

Peercast Poll Results

Poll Title: Quality Assurance Process and Methodology within Shared Services

Background: This poll looks at the process and methodology used within Shared Service organizations related to quality assurance of their work product.

Poll Question: Which response best describes your company's current approach to quality assurance in Shared Services?


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  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%

Poll Question: Which method best describes the way in which your company conducts quality assurance activity in Shared Services?


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  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%