About

Population growth, Community demands, new Technologies, market driven competitive pressures, cost and policy decisions are all driving most public sector organisations, and the commercial sector, into adopting shared services models for managing their internal support functions , improve productivity and reduce operational costs without affecting service delivery. Human Resources, Employee Services, Finance, Procurement, IT and other support services are all targets for inclusion in shared services, transformation and culture change programs as a way to increasing cost transparency, value for money and improving service delivery.

Shared Services Best Practice is a two day in depth training course that will prepare you and give you the tools for an in-depth understanding of how Shared Services frameworks can be successfully implemented in your organisation.

Whether you work in the Public Sector, Local Government, NGO’s or in the Private Sector, the journey to Shared Services has lessons that can be shared and pitfalls to be avoided for a successful implementation. This intensely interactive two day training program will add to your skills and ability to develop a business case with buy-in from senior management, to design a change management and business improvement program, to learn new transformation tools and to grow your shared services into a Centre of Excellence.

Key Learning Objectives:

• Understand the rationale for shared services
• Shared Services as an integral part of your strategic plan 
• Learn international best practises in shared services
• Prepare your business case with buy-in from your CEO/Executive Management
• Develop a plan to roll out a Shared Services Centre
• Differentiate between the services: transactional versus value added
• Use shared Services as an asset that adds value vs a captive cost centre
• Learn strategies for charging back transactional and value add services
• Use change management as a critical success factor
• Learn what success looks like and pitfalls to avoid
• Understand shared service models: e.g. Hub and spoke model, centre led model

Who should attend?

• CEOs, CFOs, CIOs
• Finance Managers
• IT Managers
• Human Resource Managers
• Procurement Managers
• Corporate Services Managers
• Shared Services Managers
• Programme Managers
• Transformation managers
• Change management managers

Training Methodology
This intensive 2-day master class will combine tutorial sessions and case studies with interactive learning exercises. All attendees will be provided with a workbook and a certificate of completion.

Outline

The Rationale for Shared Services
•    Evolution of Shared Services
•    Centralisation v Shared Services
•    What Types of Services
•    Transactional Vs Value Add
•    Transactional vs Expertise
•    Top 10 Transaction Services
•    Shared Services models: e.g. the hub and spoke model, centre -led model

International Best Practice
•    Defining best practice
•    How to use benchmarking
•    Benchmarking:  a numbers game, change or improvement?
•    Two ways to benchmarking: Hackett versus Business Excellence

A new paradigm: Internal service delivery
•    Prior to Shared Services
•    Shared Services Mindset
•    Colleagues  versus Customers
•    The cultural change

Interactive Exercise: Designing your own SSC model

Shared Services Operating Principles
•    Price Transparency
•    Business Management
•    Market Responsiveness
•    Best Practises and Process Standardisation
•    Service Culture

Shared Services Planning Framework
•    Business Improvement Strategies
•    Business Improvement Plan
•    Customer Strategies
•    Customer Planning
•    Capability Development Plan

Interactive Exercise: Designing your own SSC plan

Customer Service: Partnership Agreement and SLA
•    Purpose, elements and principles
•    The Services catalogue
•    Customers vs clients
•    Issues resolution and escalation processes
•    Interactive Exercise: Designing the Partnership Agreement and  the SLA

The Performance Management framework
•    What KPI’s to include
•    How to define KPI in a multi service shared service
•    Scorecards and Dashboards
•    The importance of the Baseline
•    Targets and Benchmarks in your performance reports
•    Trust and buy-in  obtained from  Cost Transparency
•    Interactive Exercise: what are your cost drivers?

DAY TWO

Engaging the organisation and employees in the change process
•    Stakeholder analysis
•    Getting buy-in from stakeholders
•    Change management during the transition period
•    Change management after going live
•    Communicate, communicate, communicate
•    Employee information sessions
•    Obstacles to change: where are they?
•    Reporting on the progress
•    Interactive Exercise: Designing a stakeholder map

The Service Delivery Framework
•    Service Delivery managers
•    Customer relationship management
•    Service management cycles and the stakeholders
•    Service Desk/Service Centre
•    The different roles played by Corporate Centre and SSC
•    Issues Resolution & Escalation process
•    What is Demand Management?
•    Interactive Exercise: why the service desk is critical

Business Process Management (BPM)
•    Shared Services Business Processes
•    Business Processes & High Performance
•    Benefits and results of sound business processes
•    Interactive Exercise: using BPM to map a process

Pricing/Chargeback
•    Chargeback in Govt SSC
•    What are SSC doing in the private sector?
•    Why Chargeback/charge back methodologies?
•    Five key drivers for Chargeback
•    Nightmare or Common Sense
•    Cost Transparency and Allocations
•    Demand Management & Cost Accuracy
•    Interactive Exercise: Billing without invoices/using your HRIS system

Pricing Models: Full Cost Recovery
•    Activity Based Costing : the road to transparency
•    Benefits of Full Cost Recovery
•    Transaction based cost model
•    Costing transaction Services
•    Baskets of Services
•    Club Fee model and Timesheet allocation
•    Revenue & Value Based Pricing, Market Pricing
•    Interactive Exercise: Using Activity based management

The Shared Services as an Asset not a captive Cost Centre
•    The strategic relationship
•    The top down approach
•    Not just about cost cutting
•    Planning for the future
•    Systems integration
•    Outsourcing and its benefits
•    Benefits realisation framework
•    Interactive Exercise: Developing  a Benefits realisation framework

Course Conclusion and key learnings/take aways

Facilitator

In-house Training