1. KEY INITIATIVE Shared Services Optimization
Presenter's Name
KEY INITIATIVE Shared Services Optimization
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2. (Display graphic from KI Primer.)
Overview: Shared Services Optimization
Top Challenges and How Gartner Can Help
To help shared services leaders ensure that a well-functioning service management system ties together performance, improvement and customer relationship management to optimize and propel service excellence, our research addresses the following common client questions:
How can we ensure a more consistent ROI from improvement initiatives?
How can we reduce customer resistance to working with us?
How can we use data to make better decisions?
(Display graphic from KI Primer.)
The topics we cover include:
Shared services performance management — Using a balanced set of performance metrics at each level of the organization to measure and report performance, informing action on where and how to improve.
Customer relationship management — Engaging and interacting with internal shared services’ customers to understand their needs and provide an excellent customer service experience.

3. Shared Services Performance Management

4. Challenges with Shared Services Performance Management1 2 3
Inconsistent ROI from improvement initiatives
With a multi-year pipeline of projects to tweak and transform operations, shared services must prioritize, plan and execute for maximum impact.
44% of shared services leaders cite low ROI on improvement initiatives as a problem, yet only 10% of leaders feel confident in their ability to solve it.
Difficulty using data to make better decisions
Despite the proliferation of data, and being at the nexus of data from a customer, systems and data management standpoint, shared services teams are ill- equipped in skills and time to use data.
44% of shared services leaders cite an inability to use data to make better decisions as a problem, yet only 24% of leaders feel confident in their ability to solve it.
Lack of one “perfect” scorecard
Shared services tends to be proficient at measuring process cost, productivity and quality, but stakeholders are more interested in value than productivity.
Shared services leaders often struggle to translate performance into a meaningful message that customers can relate to.

5. Questions your peers are asking
Topics
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Key Client Issues
Develop a baseline of current process performance
How can I quickly and accurately develop a baseline of my current performance?
How does my performance (cost, productivity, quality) compare with others?
Train all associates on problem-solving
Which continuous improvement methodologies are other SSOs using?
How do I upgrade my associates’ skill sets?
Create a process for identifying targeted improvements
How do I identify the improvements that are most important to my customers?
How do I track and report progress against ongoing improvement initiatives?
Review and update current metrics and scorecards
What metrics and KPIs are other companies reporting to stakeholders?
What is the appropriate level of detail to include in a scorecard?
Segment stakeholders and report relevant KPIs
What metrics are most appropriate to different stakeholder groups?
What is the most effective way to communicate our results?
Communicate value to stakeholders
How do I shift the focus from cost and productivity metrics to value metrics?
What is the best type of scorecard to communicate value to stakeholders?

6. Capabilities support each stage of your initiative
Diagnose current state
Benchmark your function with the Gartner Finance Score for Shared Services, and learn how to enhance your shared services with best-in-class strategies.
Understand your stakeholders’ perceptions and translate them into strategic performance using the Stakeholder Engagement Survey.
Compare your organization to peers and first-quartile performers for accounts payable, travel and expense reimbursement and payroll using our Process Surveys.
Develop your plan
Build a clear roadmap and effective tools to identify and implement improvements using our Performance Management Toolkit.
Identify improvement opportunities in Purchase-to-Pay and Order-to-Cash highlighted in our playbooks.
Learn how to Operationalize Continuous Improvement with this webinar replay.
Identify and prioritize opportunities for improvement using our Service Management Playbook.
Decide on the continuous improvement methodology that is best for your organization after reviewing this Research.
Execute and drive change
Evaluate the relevance of current metrics in achieving organizational level and team goals using this Ignition Guide to Reviewing and Updating Performance Metrics.
Transform your current performance management approach using our research on Turning Performance Measurement to Performance Management.
Segment your stakeholders and tailor reporting to be more relevant and useful to each group using our research on Measuring and Reporting Shared Services Performance for Different Stakeholders.

7. Gartner support organized against your timelines
Activity Roadmap
Initiative
0-90 Days
Days
Shared Services Performance Management
Diagnostic: Launch the Stakeholder Engagement Survey to understand how your customer satisfaction scores compare to other shared services organizations.
Service Associate Support: Receive regular updates from your Service Associate on diagnostic completions.
Diagnostic Results: Review your Stakeholder Engagement Survey diagnostic results with an Executive Advisor to identify service improvement opportunities, understand team alignment and learn how to translate your stakeholder perceptions into strategic performance.
Executive Advisor Conversation: Discuss how the Ignition Guide to Reviewing and Updating Performance Metrics can help you to evaluate the relevance of current metrics in achieving organizational level and team goals and to support greater insight on performance gaps.
Gain Insight: Learn how leading shared services organizations segment their stakeholders and tailor reporting to be more relevant and useful to each group by reading our research on Measuring and Reporting Shared Services Performance for Different Stakeholders.
Understand Best Practices: Identify tactical opportunities in Purchase-to-Pay and Order-to-Cash from our playbooks.
Gain Insight: Decide on the continuous improvement methodology that is best for your organization after reviewing this Research.
Tools: Build a clear roadmap and effective tools to identify and implement improvements in your organization by accessing our Performance Management Toolkit.
Tools: Transform your current approach to performance management using our research on Turning Performance Measurement to Performance Management.
Webinar: Learn how to Operationalize Continuous Improvement with this webinar replay.
Meeting: Learn how leading shared services organizations can improve the ROI on shared services improvement initiatives by attending a meeting for heads of shared services on Driving for Results: Maximizing ROI on Shared Services Improvement.

8. Comprehensive support for the finance leader
Finance Leader Effectiveness
Personal Effectiveness
Change Management
Finance Function Management
Finance Strategy and Org Structure
Finance Talent
Cost Optimization and Working Capital
Cost Structure
Working Capital
Indirect Spend Management
Indirect Strategic Sourcing
Indirect Category Management
Financial Data and Analytics
Financial Data Management
Finance Analytics
Metrics and Management Reporting
Budgeting, Planning and Forecasting
Budgeting and Planning
Forecasting
IT Finance
Internal Control and Technical Accounting
Internal Controls
Technical Accounting
Tax and Accounting Processes
Tax Operations
Record to Report
Real Estate Functional Management
Customer Relationship Management
Real Estate Strategy and Org Structure
Shared Services Functional Management
Shared Services Strategy and Structure
Shared Services Talent
Real Estate Optimization
Portfolio Strategy
Workplace Strategy
Shared Services Optimization
Shared Services Performance Management
Customer Relationship Management
Procurement Function Management
Strategy and Org Structure
Talent Management
Strategic Influence
Emerging Trends
Indirect Supplier Relationship Management
Indirect Supplier Performance Management
Indirect Supplier Innovation
Indirect Supplier Risk Management
Financial Strategy and Investor Relations
Capital Structure
Capital Allocation
Investor Relations
Finance Technology Optimization
Digital Technology in Finance
Finance Technology Strategy and Selection
Emerging Technologies and Trends
Cyber Security and Digital Risk Management
Procurement and Strategic Sourcing Applications
Procure-to-Pay Applications
Contract Lifecycle Management
Strategic Sourcing Applications
Driving Cost Optimization Across the Enterprise
Baseline Efficiency and Effectiveness
Cost Optimization Plan Development
Cost Optimization Plan Execution
Communication and Leading Change
Leading the Next Generation Workforce
Key Trends
Emerging Critical Skills
Key Talent Segments
Leadership Style and Structure
Driving Digital Business Transformation for Industry Leadership
Functional Digitization
Digital Business Transformation
Digital Business Strategy and Innovation