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Defining The Vision And Purpose of Your Shared Services Centre

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Sarah Fane
Head of Research, sharedserviceslink

For both new shared services, and for those that are undergoing major changes. It's important to be able to define the vision and purpose of your shared services center.

Here are some of the critical factors in establishing your vision and purpose.

Define your goal. What is the raison d’être of your shared services? Leading shared services centres have defined themselves as the business partner that enables the revenue generating business units to reduce their costs and achieve their revenue targets. They are there to realize cost and process efficiencies while delivering the best possible service.

Align your vision. CEOs and CFOs will need to have a holistic approach for driving growth, profitability and share value. In their view, all elements of the business should support these critical attributes. Your shared services vision needs to align with these priorities.

Constantly focus on value. What can you add to the company that goes beyond cost saving? Your shared services need to look at process and systems efficiency that enable people to deliver the service quality that customers expect.

Remember who you work for. Shared services centres should be seen as a service to your customers. Just like any business that has to nurture client relationships, consider having service agreements and customer satisfaction surveys.

The design of your shared services center is critical to the success. If you get the above right, you are on your way to a well-balanced business that has great and sustainable potential. How have you established your vision?


Here is an example of Vodafone's shared services vision statement 

Our vision

Lead the change for Vodafone as a strategic partner, to create a competitive edge and improve profitability

Vodafone Shared Services Value Drivers

1. Maximise Cost Arbitrage
Continue to optimise footprint, increase Vodafone Shared Services penetration and expand its Products & Services portfolio

2. Enhance Productivity
Do it better & smarter through leveraging business excellence and automation technologies

3. Capitalise Knowledge
Leverage Vodafone Shared Services ' diverse experience and telecommunications know-how to deliver innovative business solutions and services that identify new opportunities for Vodafone

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