Key Characteristics of Effective Shared Services - Khushbu Desai
The effectiveness of shared services can significantly impact operational efficiency and overall success. As I reflect on my experience developing a shared service at Point B, I was drawn to the article from Gartner, “Five Characteristics of the Best Shared Service Centers.” This piece resonates with our journey to streamline key back-office business management activities, which has not only relieved our sellers and client-facing associates of these burdens but also allowed them to concentrate on their core responsibilities.
One of the standout points from the article is the emphasis on scalability and adaptability. A highly effective shared service center must be prepared to grow in response to changing business needs. My team and I have continuously expanded the scope and scale of our shared service, strategically identifying areas for improvement that create additional efficiencies and drive further cost savings. This focus on scalability ensures that we remain agile in an ever-evolving landscape, enabling us to meet the dynamic demands of our organization.
Standardization of processes is another critical characteristic highlighted in the article that resonates with me. Transitioning from previously unstructured processes to well-defined practices has been a transformative journey for us. This standardization enables us to implement best practices, ensuring consistency across the firm while also reducing variability that can lead to inefficiencies. As the article notes, “standardized processes enhance collaboration and reduce friction,” which has certainly been true for our team.
The article also emphasizes the vital role of automation in enhancing productivity. We are actively exploring opportunities to integrate automation into our workflows, recognizing that it can deliver substantial cost savings while allowing our associates to focus on higher-value tasks. By automating routine processes, we not only increase efficiency but also empower our team members to engage in more strategic and impactful work.
Investing in our associates is a core value of our shared service model. We believe that deepening their knowledge of various aspects of the business is essential for providing superior service to our internal customers. This aligns perfectly with the article’s assertion that a successful shared service center prioritizes talent development and knowledge-sharing among its team members. By equipping our associates with the tools and skills they need, we foster a culture of continuous improvement and innovation.
By focusing on scalability, standardization, automation, and associate investment, we can enhance the effectiveness of our shared service center, ultimately driving better outcomes for our organization as a whole.
Read the original article here.
Khushbu Desai is a strategic leader with expertise in optimizing account operations and driving process efficiency. She excels in aligning cross-functional teams, streamlining workflows, and integrating technology solutions to enhance organizational performance. With a strong foundation in consulting and project management, Khushbu has a proven ability to navigate complex transitions and implement sustainable improvements that support long-term success. Her skills in leadership, operational strategy, and stakeholder engagement make her a key contributor to driving business results and ensuring client satisfaction.
Connect with Khushbu on LinkedIn.
