How to Build a Customer-Focused Shared Services Operation

Aug 12th 2013 | Posted by WGroup

An effective shared services operation is customer-focused. To keep that focus when building or rebuilding a shared services operation try following these seven steps:

  1. Identify the customer community - Classify customers by respective roles across the entire organization, not just the business units that the shared services directly supports
  2. Assess requirements and expectations -  Ask the customer community for specificity around their business needs  and confirm their service expectations
  3. Implement analysis measures - Analyze the stakeholder community, by role, and utilize input to establish and maintain metrics to help evaluate effectiveness
  4. Align service functions - Set operational standards for the alignment of shared service functions to the customer business functions and leverage synergies
  5. Measure and Improve - Plan and measure customer satisfaction of the shared services, not just through standard SLAs, but also through outcomes (productivity improvements) and customer satisfaction surveys
  6. Create line of sight - Define, measure and report service levels on a global, regional and market level basis. This promotes customers visibility into the value brought by shared services
  7. Incent behavior - Empower and motivate shared services employees to provide world-class customer service

These are the basics of a customer focused shared service organization, but ultimately in order to advance the organization further, there has to be a cultural evolution to adopt a problem solving mentality, that is aligned with the business needs they support.  

To learn more about what WGroup can do for your company, visit http://thinkwgroup.com/services

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