© perform! world limited all rights reserved 2003 - 2009 the “create to operate” shared...

© Perform! World Limited All rights reserved 2003 - 2009

The “Create to Operate”

Shared Services Implementation ProgrammeShared Services Implementation Toolkit

Presented by:

Jonathan Russell

Managing Director

PerformWorld

www.performworld.com

[email protected]

Tel +44 (0)141 443 2687

Mob +44 (0)7903 134709

mailto:[email protected]

• Our Offerings • What is the Shared Services Implementation Toolkit?

• Objectives

• Benefits

• Our Role

• Customers

• Appendix of Tools Available Categorised by Purpose

Shared Services Implementation Programme

Contents


• International studies show that an organisation’s back office functions will benefit from being provided by Shared Services. Costs will be reduced and quality of service improved.

• PerformWorld has considerable experience in creating Shared Services.

• This document illustrates the concepts of an end-to-end solution using proven PerformWorld tools & methodologies. The work usually commences with a feasibility diagnostic phase that results in a complete business case. A design, build & transition phase follows, leading towards full steady state operation and continuous improvement.

• KPIs are used to measure performance. Our innovative web based performance measurement system called Perform!™ can be installed to measure agreed KPIs and provide Balanced Scorecard Dashboard reporting. This ensures a regime of relentless improvement.

Executive Summary


PerformWorld is focused on providing leading-edge tools and methodologies for organisations wishing to create and operate Shared Services.

We provide the following products & services:-

•Shared Services toolkit – the focus of this presentation.

Information about some of our products, that can be used alongside the Shared Services implementation toolkit are contained elsewhere on our website. They comprise:-

•Perform!™ web based performance measurement system to run Shared Services operations efficiently and effectively.

•Change Readiness Diagnostic to assess the extent of your organisation’s readiness for change, like a move towards Shared Services.

Our Offerings


PerformWorld bring Shared Services start-up experience to assignments including people, process, technology, consulting & measurement skills.

Finance & Accounting

Human Resources

Procurement

Information Technology

Customer Contact

Business Transformation

Process Re-engineering

Change Management

Programme Management

Outsourcing

Shared Services

BringingBest

Practice

Rolling-OutBusinessInitiatives

Process Skills Consulting Skills Measurement Skills

Driving Continuous

Improvement

Perform!™ web based

Performance system

Balanced Scorecard

Business Case Tracker

Process Diagnostics

Benchmarking

Operational Management

Service Management Framework

Service Level Agreements

Shared Services Concepts

Best Practice Improvements

Six Sigma

Training Skills

Developing Service Management

Framework

PerformWorld SkillsPerformWorld Skills


What is Shared Service Centre (SSC) Implementation Toolkit?

• A “best practice” collection of tools and templates that have been assembled over a dozen shared services implementations for Finance, HR, IT and Customer Contact & Support operations.

• Enables you to fast-track the creation of your Shared Services without the need to “re-invent the wheel” and reduces business risk in the process.

• Covers Feasibility, Visioning, Benchmarking, Analysis & Design, Build, Transition, Stabilisation & Continuous Improvement stages in the lifecycle of a Shared Service.

• Mix of options can be tailored to your Shared Services particular circumstances and stages in its evolution.

• Practical assistance from Shared Services practitioners who have worked at the coalface in the

creation of Shared Services before (who have witnessed and learned from past costly mistakes!)

• Proven, easy to use tools and methodologies that assist you in your daily interactions with colleagues and customers as you build out your Shared Services removing the need for guesswork.

• Measurable results are demonstrated!


Customers

Competitiveness Processes

Teams

Deliver superior customer service to both internal & external customers.

Drive economies of scale to ensure low finance cost per transaction.

Critical Success Factors

Develop customer focused team environment with the right values and behaviours.

Our approach helps create an environment that aligns

all 4 critical success factors in building a leading –edge

Shared Services

Shared Services Implementation Toolkit

Critical Success Factors - Overview

Build controlled, predictable, measurable and efficient processes.


• The primary objective of the Shared Services Implementation toolkit is to provide clients with well proven tools and techniques to ensure they achieve a successful outcome.

• We believe, depending on the extent of tools & methodologies used, that we can typically save clients £hundred thousands on implementation consultancy costs when creating a Shared Services. This is achieved by avoiding the need to create everything from scratch. Cost savings can be greater for larger centres or those with greater complexity.

• Importantly we can also reduce the effort, time commitment & involvement required from existing hard-pressed operational staff who are usually called upon to help with the implementation.

• Our focus is not purely on the business benefits but we also aim to help to grow the skills of the client team we work with. We further their career development when we impart our extensive knowledge of Shared Services & Best Practice.

Objectives



How will this benefit at each stage in the lifecycle of Shared Services?

• Feasibility & Visioning- we can work with you to create a clear vision with a supporting business case and impact analysis for Shared Services with recommendations for endorsement by senior management. We utilise structured Diagnostic tools during this process.

• Benchmarking – we are skilled in benchmarking processes and identifying areas for improvement. We can perform this activity based approach as a high level desktop exercise or as a detailed process involving interviews with staff. A management report is produced setting out a current state assessment along with a prioritised action plan for change. We seek to ensure “buy-in” from managers to the results during this participative process.

• Analysis & Design – we can help with structured process documentation and the creation of a detailed picture of the future state SSC from a people, process and technology perspective. We utilise a wide range of tried and tested tools & templates to achieve this.

• Build – we have project management tools that help the development of your Shared Services in a methodical manner.

• Transition/ Migration – if you need to migrate work from disparate locations to one location, we can provide a transition toolkit that helps you to consider the many tasks that need to be completed to ensure a successful go-live in Shared Services.

• Stabilisation & Optimisation – we are specialised in providing innovative performance measurement, balanced scorecard and improvement tools like six sigma. We provide a comprehensive approach which would typically include the adoption of the Perform!™ web based system and periodic Benchmarking

Shared Services Implementation Lifecycle (Linked to CSF’s)

Customers: Operational Relationship

Customers: Developmental Relationship

Competitiveness:Continuous Improvement

Teams

Processes

OptimisationOptimisation BuildBuild Transition/ Transition/ MigrationMigration

StabilisationStabilisation Analysis &Analysis &DesignDesign

Feasibility/ Feasibility/ Visioning/ Visioning/

BenchmarkingBenchmarking


Data DeliverablesEvaluation

Process

People

Technology

Facilities

As-Is Processes

Staffing

Volume Metrics

Time Metrics

KPIs

Defect Rates & Backlogs

Process Commonality

Local Specifics

Process Boundaries

Paper Flows

Fiscal and Other Restrictions

Accuracy & Timeliness

Processes In Scope

Service Delivery Concepts

Outline of Transition Plan

Draft SLAs

Overall Business Case

Salaries & Overheads

Work Conditions

Regulatory Obligations

Language Requirements

Current Costs

Staff Skills and Availability

Comparative Efficiencies

Effects On Transition

Redeployment

Proposed Staffing

Risk Analysis

Recruitment & Training Concepts

Estimated Costs

Current Systems

Potential Changes

Platforms

Current Costs

Suitability Of Systems

Migration Path

Capacity For Growth

Complexities

Proposed Architecture

Risk Analysis

Implementation Theme

Estimated Costs

Space Usage

Facility Specifications

Candidate Locations

Current Costs

Government Assistance

Potential Site Availability

Potential Site Suitability

Grant & Subsidy Availability

Proposed Facility

Risk Analysis

Implementation Outline

Estimated Costs

Shared

Services

Diagnostic


• We provide flexible solutions and will suggest different approaches depending on client requirements. Most tools are standalone so can be used independently. However greater benefits can be achieved by combining use of the tools.

• We can work with you on the ground to build your SSC or provide you with tools and templates for you to adapt and implement yourselves after we provide some training/ impart necessary knowledge.

• We can either work alongside you or mentor you periodically to allow us to impart our knowledge of creating successful Shared Service Centres. This will ensure you achieve a positive outcome in a short timeframe and minimise any potential rework and time-wasting for you.

• Our style is best described as ‘An Agent of Change’ to assist you through the process with ease.

Our Role


Appendix

Detailed List of Shared Services

Implementation Tools and

Benefits to Clients…


Components of Toolkit Benefits to Clients

Visioning/ strategic aims/ high level benefits presentationsWe will provide information to support the case for Shared Services and help

you to present a compelling but balanced view to Management

Outsourcing vs In-house options for Shared Services

If you are unsure of which strategic path to go for we can draw on our previous experience of both environments to provide you with a balanced

view on the pros and cons of each option

Learning from Other SSC past mistakes (implementation & operations)

We can run information sessions or workshops to help you understand the right and wrong ways to implement & run a Service Centre

Selling the benefits to various groups within organisation

Communication is key to getting all your key people on board with the idea of Shared Services - we can help smooth the way and help engage everyone

from the start by providing presentations for roadshows

Sales presentations, proposals & marketing plans

If you are intending to develop shared services as a business or are formalising your relationship with Business Units on a more commercial basis

then we can provide help on approaching your sales strategy and building content for sales presentations and proposals

Feasibility, Visioning & Benchmarking


Feasibility, Visioning & Benchmarking (cont’d)


Due Diligence/ Initial Fact Finding Templates

In order to support your business case, identify potential issues & understand the scope of work for the Service Centre we will provide questionnaires to help you

ask for the right initial information to make the right decisions

Process Diagnostic Tools - Questionnaire & Calculator for high level scale of opportunity/ business case

We have comprehensive structured diagnostics tools for both Finance & HR processes to help assess the current situation (costing, obstacles to change,

defect levels & positioning versus benchmark) for your in scope processes and can calculate potential for savings/improvement. This tool will also provide calculations for recharging to business units and graphs generated can be

used to present results to interested parties

Business Case Assessment

Drawing on the information provided by the Process Diagnostic tools we will provide the structure to present a business case for a Shared Service Centre to

Management

Cultural Readiness Questionnaire and Assessment

It is natural when any significant change is involved, it can lead to conflicts and resistance from various sections in your organisation. We have witnessed the many problems this causes and in certain extreme cases has led to the failure

of the project itself. We aim to help prepare you for these challenges and provide an assessment together with the information to help you predict the

problems before they become a real issue for you

Data capture tools / site visit planning & documentation

At due diligence stage it is wise to collect data on the ground for analysis to support your business case. We can provide planning tools and questionnaires to

make those visits as swift and effective as possible as well as providing advice on dealing with the various reactions of people that you are likely to encounter

during the visits

Presentation of Initial Findings

We can help you to present the initial findings in a balanced and compelling way. This will add credibility to the findings and ensure that the supporting business

case reflects reality as closely as possible


Analysis & Design


Service scope & retained services templates

It may seem basic but we often find there is no clear understanding of the scope of work being taken on and what will remain at business units after transition. Our templates clarify understanding and help plug gaps that might otherwise emerge and cause problems at go

live

Documentation Guidelines/ templates/ log/ review process

A natural extension of understanding the scope of work itself is understanding at a detailed level the exact work steps involved for each process. We provide a structured approach to build your knowledge database which can then be stored and updated as required within

the Perform! World tool for training and reference purposes

Internal Controls approach

One area that is often neglected is the impact on internal controls from moving processes to a different location. This forms part of our structured implementation plan and controls are

integrated within our approach to documenting procedures

Process maps/ desktop procedure templates

Presenting your process flows in a clear and concise way and providing step by step documentation is helpful for training purposes. Staff & clients then understand how the

processes will operate in the new environment which can reduce risk of error. We provide templates and examples to help build your knowledge database which can then be stored and updated as required within the Perform! World tool for training and reference purposes

Process design workbook templatesWe can provide you with structures to build a process design workbook for either systems

implementation or process transition purposes

Assessment of Current State processesWe can provide a detailed assessment of your existing processes and make suggestions

for change

Outline frameworks for delivery of SSC processes

Our framework can help you to set out the vision for delivery of the processes in a document which can then be agreed and signed off by all impacted parties. This helps

clarify roles and responsibilities and avoids misunderstanding prior to go-live


Transition & Migration


Manage Work Transfer Process (Project/Implementation Planning, Progress Reporting & Reviews, Issues capture

log tool)

We provide a proven structured project implementation planning toolkit that contains most of the common steps and actions that must be taken to successfully

transition work into a Service Centre. This is tailored to your exact requirements and allows you to project manage in a controlled manner. The

use of a web based issues management tool with inbuilt email capability is also available to manage your issues on a timely, consistent and effective manner

Initial Contact & Due Diligence (Inform Client of process, gather information & conduct due diligence) Array of tools to help at stage of due diligence

Work Transfer Preparation (Prepare for & conduct client visits, staff induction, plan work migration process) Array of tools to help at stage of preparing for the work transfer visits

Cutover preparation/ readiness testing (IT & communication systems & connectivity/ authorisation process/ mailroom

routing/ seating plans/ external & internal communications/ review internal controls)

Array of tools to help at stage of preparing for the work moving to the Shared Service Centre

Detailed Work migration by process area Array of tools to help the staff learning the processes at business unit sites to work in

a structured and consistent manner to ensure knowledge is properly captured

Post Migration Transition (Manage transition process, load knowledge base, lessons learned, stabilisation, review versus actual vs.original business case, close transfer

activity) Array of tools to assess success and learn to improve for subsequent migrations


SSC Build & Structure

Components of Toolkit Benefits to ClientsService Centre Architecture & Design (Physical, Process,

Organisational, Technology, Operational)We can provide help on many practical aspects of design to help with the successful

running of a Service Centre

SSC Launch Planning and Public Relations

Whether you want the launch of the Centre to be a big party or just a low key affair we can help with some of the planning and marketing aspects to help promote your

Service Centre as a positive move for your organisation

Business & Operational Plans

Whether you treat your Service Centre as a key business unit or simply as an operational cost centre we can provide you with planning templates to help to provide

you with a directional focus for the SSC

Resource Planning ToolsThe Perform! World toolkit provides integrated forecast and planning capability to help

you to manage your resources effectively

Internal Forms, HR Policies, Facilities, Way We Do Things Manual, Disciplinary, Absence, Centre Rules & Regulations,

Managers Handbook

We have experience of the unfortunate problems that can occur in a SSC where there are no clear guidelines or rules about what should be done day to day in operations. Inconsistent treatment by managers can lead to unnecessary unrest and potentially adversely impact on morale. We can provide tried and tested frameworks that are

proven to work well in SSC environments, that can be tailored to your exact requirements

SSC Operational Reviews, Internal Accounting & Reporting- Actuals/ Budgets / Forecasts

The internal accounting for what is often a major operating unit often warrants separate reporting to manage costs and report on quality issues. Much of the

information can be obtained from the Perform! World toolkit but we also provide various templates to help control this important aspect of running a Service Centre

Managing Risk/ Risk Reviews

At all stages of the migration process through to ongoing operations it is important to understand the potential risks. These risks are often common to all Service Centres

and we can provide template questionnaires to assess and suggest actions that ought to be taken to mitigate each type of risk



Induction & Transition Skills Training

It is important that staff are well prepared to take on the work and understand the culture and working practices in the Shared Service Centre. For those who

have not worked in one before it can come as a culture shock so the more that can be done to ease them into their roles the better. We provide training

material for induction to help achieve this goal

Recruitment & Role Design

We have much experience of different organisational structures that work well (and others that don't) in a Service Centre environment. We can advise on different

structures and help you to select the best one for your specific situation

Communications (Team Briefing, Internal Magazine, Surveys, Manager Communications Packs- (FAQs/ update

process)

Communication is key to a smooth transition of work and running a successful on-going operation. We can tailor various tools that we have known to work well to

your exact requirements helping you to drive increased productivity, improve staff morale and ensure the Centre moves cohesively forward towards

achievement of operational excellence

Performance Management - Review, Appraisal & Development Plans

There are important aspects of performance that are specific to Service Centres. If neglected it can impact negatively on customer satisfaction and on the

operational performance of the Centre. We have templates and guidelines with suggestions for some important areas to focus attention

Reward Mechanisms

We have experience of various forms of reward mechanisms and can provide guidance on the ones that have tended to work better than others. The Perform!

World toolkit provides you with the data to reward staff directly based on performance if desired

Leadership Training/ Team Building & Performance Coaching/ Customer Care/ Behavioural & Skills Training

Certain basic training needs to be put in place to ensure everyone has the common understanding of what is imperative in a Service Centre operating environment. We can provide guidance on the sort of training that has proved invaluable to

ensure success

Organisation & People



Contractual service delivery components & supporting schedulesIf you want to formalise your relationship with Client business units we can provide

frameworks for the items that matter under a contractual style arrangement

Problem Management & Service Quality Complaints process

Customers of the Service Centre will want any complaints and problems managed in an efficient and consistent manner to ensure maximum satisfaction. We can

provide frameworks that work well in managing this difficult area of operations

Communications (Client Presentations, keeping informed of changes, regular updates, SSC open days)

Clients can be great supporters in good times but the exact opposite in bad. They can make allowances for errors and work not being up to scratch as long as they are kept informed in the right way. It is also often a good idea to keep them abreast of developments at least out of courtesy or if a change impacts on their specific area of responsibility it will be essential to communicate. We can provide you

will advice on various communication systems that work well and can help promote a positive image of your Service Centre

Customer Satisfaction Surveys

Keeping the finger on the pulse of your customers is essential to keep them on side by taking action on the poorer performing areas of your services before they

become a real issue. If your customers note you are striving to improve service delivery they will look more kindly on the odd mistake made. We can provide you with templates and ideas for questions to ask in surveys that get to the

bottom of the problems out there and help you to understand customer perceptions better

Key Performance Indicators, Service Level Agreements/ Operational Level Agreements, Client Operataional

Reporting, Defect Analysis)

Customers expect to receive reports for at least some basic KPIs and have an agreed Service Level Agreement. We have extensive experience of Service

Management and can provide tools to deliver meaningful metrics to satisfy customers reporting requirements and demonstrate how well the service is

being delivered. Hard measurement to prove actual performance can defuse often unfounded customer beliefs that the Service Centre makes a lot of

mistakes

Business Unit Recharging, Unit Pricing Methodologies & Pricing Calculators

If you decide to recharge the costs of your SSC to business units in some way we can provide you with the activity driven methods straight out of the web based

Perform! World toolkit

Customers


Operational Measurement

Vision & value of performance measurement

We can help you to create a vision for performance measurement by helping you to focus on the areas that matter. We have extensive experience in this area and

demonstrating the capabilities contained in The Perform! World tool should go a long way to satisfying your operation performance management requirements

Core tool - Perform! World™ for performance measurement, Activity Based Management,

forecasting resource requirements and retaining knowledge

The core Perform! World tool is explained in greater detail in a separate section of the website. It is an integral part of delivering the Shared Service methodology for both

transition and ongoing operations

Client Reporting-KPIs/ SLAs & Surveys

We can help you design reports that provide a realistic assessment of performance for your clients as well as providing them with uptodate news on progress. This can be

used as a key way for keeping Clients on-side and avoid misinterpretation

Activity based management - Time / volume/ price driver metrics/ productive hours and unit cost

We can help with definition of the buiding blocks for the Perform! World toolset. These essential elements are the drivers of cost and performance in your operations

Control and Quality Assurance

Quantifying errors and more importantly eliminating them on a continuous basis is important to ensure long term customer satisfaction. The Perform! World toolkit

captures and reports on errors by client so you start to take action to eliminate them

Balance Scorecard Dashboards

The data from the Perform! World toolkit can be exported to excel to produce balanced scorecard dashboards providing you with a comprehensive health check over staff, operations, customer and financial dimensions. We can demonstrate typical useful

graphical and traffic light reporting information provided

Defect Analysis

The Perform! World toolkit can measure and classify error types by any number of categories desired. This allows root cause analysis and preventative measures can

then be put into place

Workload management

The Perform! World toolkit has capability to measure and report on backlogs by activity - this helps understand workload bottlenecks and the skills based analysis provides

capability to deploy staff to meet changing workload management needs


Project Management


Initiating Projects- Templates/ authorisation process/ functional specifation templates & plans

If you are initiating technology driven improvement projects along side the transition of work, we can provide some useful templates and frameworks to manage this important area which can so often get easily out of control if not

controlled effectively

Project scheduling toolIf you have a number of projects on the go, we have effective methodologies for

prioritising, managing and controlling them

Project Tracking tool/ Issues logs & status reports

Managing projects and ensuring everyone is aware of progress and the right actions are taken at the right time are essential to success. We can provide

the tools to manage this process

Activity calendars

There are sometimes seasonal peaks of work that can impact on resource requirements in a Service Centre. It is essential to understand these impacts which can then be factored into the forecasting feature in the

Perform! World toolkit and reported on accordingly

Project Charters

Setting out clearly the objectives, benefits, resource requirements, risks, timelines etc help with the assessment of the viability or desirability of a particular project. We can provide structured templates to ensure all aspects are

covered off

Business case assessment toolEach project should be assessed on its own merits and we have a useful tool to

help you make the right decisions


Process Improvement & Benchmarking


Best Practice Improvement ideasWe have extensive experience and understanding of Finance & HR processes and have

a wealth of ideas to transform your process environment into a world class one

Six Sigma Process Improvement Methodology &Training (Black Belt, Train Trainer, Champion,Tools &

Templates)

Traditionally six sigma techniques have been used in manufacturing environments. We have adapted those standard techniques and extracted what is useful in a Service

Centre environment which thankfully is much simpler to use.We can train your team at all levels to use these intuitive techniques that can allow everyone in the

organisation to make a contribution to process improvement

Benchmarking

We have extensive experience of Benchmarking both Finance and HR processes. We also possess a number of key benchmarks that can be compared to your own

performance. We can produce detailed reports setting out your current positioning versus benchmark and with your agreement set out a practical roadmap for you to make improvements and track progress through the Perform! World tool long term

Building a Culture of Operational Excellence in the SSC

It is not just sufficient to implement a methodology for process improvement but really important to create a culture that drives improvement. We can provide you with

ideas for doing this and depending on your chosen solution can help you devise the communication and methodology around it

Process Diagnostic Tools - Questionnaire & Calculator for priority focus on improvements

The process diagnostic tools and their findings mentioned at due diligence stage can also be used to drive improvement

Brainstorming ideas/ ideas schemes

We have conducted many ideas generation sessions, ideas box etc and can formulate programmes to help you drive improvements as part of building out the

improvements culture


© perform! world limited all rights reserved 2003 - 2009 the “create to operate” shared...

Documents

shared services toolkit

shared services operations

following products services

director performworld

consulting measurement

quality of service

sigma training skills

continuous improvement