1. How To Make Shared Services a Success Carol Mills Director of HR University of Liverpool

2. Overview  The pre-requisites of effective shared service partnerships  One model  Learning Points  What can go wrong  If it goes right

3. Pre-requisites  Ownership at the top of all the partner organisations  Shared, clearly stated objectives  Reviewed annually  Performance Management  Understanding local bureaucracy!

4. Pre-requisites  Partnership ethos – long-term  Intelligent client function  understanding/responsive service provider  Penalties and incentives  Long-term service development plans vs short-term gains

5. Pre-requisites  ensure key metrics are known beforehand  Operational SLAs are clear and understood  where does responsibility lay?  where is the service over and under achieving?  What is the level of service demanded?  Measurement to drive quality and standards of delivery

6. Pre-requisites  Governance  What might impact on future delivery?  Cost and recovery of investment  where does “contractual responsibility” sit  if you have a 3 rd party provider/partner what are their responsibilities  If you bring on other partners impact on charges and rewards

7. One model – In-house HR functions to focus on strategy and policy and shared service provider focuses on transactional and potentially HR advisory services Examples of share Of activity HR Strategy HR Admin/Transactional Services HR Advisory Services Resourcing Services Performance Services Reward Services Learning Services Resourcing Strategy Target Setting Campaign Planning Agency Management Recruitment Process Admin Employee Screening Retained service Competency Definition and appraisal policy Tools and forms design Reporting Annual Review processing Promotions processing Learning Strategy Event and Programme Design Portfolio management Course Booking Admin Training Evaluation Admin Compensation & Benefits Strategy Provider Integration Benefits Package Design Payroll Administration Redundancy Admin Case Escalation Health & Safety Policy Managed HR Programs Exit Services Health & Safety Advice Discipline & Grievance Management Absence Management Health & Safety Admin Exit Policies Redundancy Planning Pensions Scheme Policy Redundancy Programme Policy Exit Package Advice Pensions Administration Exit Administration Shared service area

8. Learning Points  Negotiators to stay around (memory loss!)  Due diligence – more time & accuracy  Intelligent clients – sufficient staff  Shared benefit – greater clarity  Annual review of objectives  Communications – internal vs external

9. Learning Points  Performance Indicators need to be benchmarked against best  Joint strategic management arrangements  Clarify finances – core; additional; contractual increases; partner investments  Partners need to share the savings pain too

10. What can go wrong  Time input and no outcome  No business case  Resource gaps  All incentives or all penalties  Inadequate client arrangements  Contractual personalities  No ownership or understanding

11. If it goes right  The right fit  Key people on board and senior lead  Client control  Day to day relations  Service improvement focussed  Enhanced relationships  Not IT – BPR emphasis  Skills transfer

12. Contact Details Carol Mills Director of Human Resources University of Liverpool The Hart Building Mount Pleasant Liverpool L3 5TQ Tel: 0151 794 2191 Fax: 0151 794 2456 Email address: Carol.Mills@Liverpool.ac.ukCarol.Mills@Liverpool.ac.uk