Shared Service Centres (SSCs) have been with us for a number of years. The idea of taking repetitive transactional activities that are distributed and replicated throughout an organisation and concentrating them in a single place to gain ‘economy-of-scale’ efficiencies and productivity gains is well established.
As well as cost reductions, process efficiencies and enhanced control, a SSC can deliver significant improvements in the quality of service it offers to its customers (whether internal or external). Organisations with well-established SSCs are looking to build on their successes and go to the next stage of the Shared Service Centre life-cycle.
For many SSCs today’s focus is on how to optimise ‘mature’ operations to gain additional cost and service benefits. Beyond this, SSCs may move to seeking to improve cost/service ratios further by outsourcing certain activities.
SSCs seeking to optimise their operations will concentrate on three areas: Improving customer service Benchmarking and implementing ‘best practice’ Maximising use of automation technologies.
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