Key Findings are:

  • Levels of standardization vary widely. For example, only 49 percent report standard policies, processes and supporting systems.
  • Process ownership remains problematic: although 78 percent define processes globally, 48 percent still implement locally.
  • Ninety-two percent have already implemented call scripts, and 33 percent claim to have automated all call scripts.
  • Forty-two percent of respondents spent 10 percent or more of the annual operating budget on continuous improvement initiatives.
  • Approximately one in four have established a formalized Lean Six Sigma/Kaizen approach.
  • IT is the service most delivered through shared services (75 percent), with finance at 58 percent, client-facing services like billing at 51 percent and HR at 50 percent.
  • Shared services organizations are less likely now to report to a functional leader (41 percent) than they are to C-level leadership (59 percent).
  • Eighty percent of respondents already propose flexible working arrangements.
  • Cloud computing is expected to be the technology advance with the greatest effect on shared services (42 percent).


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