Second of a two-part series.
For shared services centers (SSC) to compete in today’s economy, they must go beyond cost-cutting and achieve differentiation, using digital technologies. Doing so requires not just mastery of digital tools, but also new talent attributes and change management capabilities, as businesses are propelled to new levels of performance through organizational and cultural change. While this is a major undertaking, we’ve seen organizations succeed.
For example, several years ago, a multinational with business in 20 countries and four continents launched shared service centers in Eastern Europe and India. Both centers were output-driven and offered only transactional, routine supportive processes. The company experienced numerous issues with pricing and service quality, and users began to consider buying more competitive services externally.
The company asked us to help it define a sustainable SSC vision. We organized workshops in our Collaboratory to determine how digital technologies could be leveraged to deliver optimized, value-ized and globalized services. Together, we set up a portfolio of digital initiatives, developed a prioritized roadmap and began working in an agile way with frequent iterations in a fail-friendly environment.