Shared Service design and implementation

Shared Services involves taking repetitive common processes out of the Business Units and moving them into a Shared Services Centre (SSC), freeing up the Business Units to spend more time performing higher-value-added tasks.

This allows the SSC to achieve improved efficiencies and economies of scale while providing a high level of service to the enterprise.

Key learning from SSC implementation projects

Run like a business & customer focused

Mainly newly recruited staff - no “bad habits”

Flat organization reflecting minimal management layers

Structured around teams evolving to self-direction

General management leadership skills rather than functional

One leader for all shared services

Special reward and recognition programs to drive behaviors

Service Level Agreement maintained between provider and customer

DLM can support in the SSC implementation along the entire project cycle from strategy definition, though location selection, migration and optimization.