Table of Contents
Chapter 1: The Origins of Shared Services
- Introduction: The Path to Shared Services
- Outsourcing and Corporate Branding
- The Birth of Shared Services
- Empirical Evidence of Shared Services Succes
- Selecting HR Processes for Shared Service Centres
- The Drive for HR Service Improvement
- How to Use this Report
- Ten Steps to Creating an Effective Shared Services Centre
Chapter 2: Making the Business Case for Shared Services
- Introduction: Balancing Benefits Against Risks
- Reasons for Implementing Shared Services
- The Business Case for Cost Reduction
- The Business Case for Service Improvement
- The Business Case for Risk Management and Mitigation
- Shared Services and Globalization
- Shared Services and Acquisitions
- Benefits from Repositioning the HR Organization
- Self-Assessment Checklist
Chapter 3: Scoping Shared Services and Creating a Robust Plan
- Introduction: Getting the Measure of the Task
- Creating a Path from Business Needs and Strategy to Implementation
- The Importance of Senior Management Buy-in
- Gaining Buy-in at all Levels of the Organization
- Finding Staff with the Right Combination of Capabilities and Competencies
- Teamworking
- Information Technology
- Location: Where to Locate the Shared Services Operation
Chapter 4: Integration into the HR Delivery Model
- Processes Under the Spotlight
- HR and Value Adding Processes
- Shared Services and Centres of Expertise
- Criteria for Migrating Processes
- Shared Services and the Wider HR Delivery Model
- HR shared services as an equal partner
- Shared Services and Business Partnering
- Taking Shared Services out of HR
- Outsourcing
Chapter 5: Aligning HR Shared Services with Customer Needs
- Charging for HR Shared Services
- Survey evidence on charging
- Performance Measurement
- Service level agreements
- Governance Boards
- Recognition as a performance lever
- Smarter approaches to performance management
Chapter 6: Culture and People Issues
- Introduction: Defining Culture
- How to ensure culture is aligned with strategy
- Culture: The HR Challenge
- Cultural Resistance
- The role of communications
- The Dangers of Not Recognizing the Change Challenge
- How to Develop and Sustain an Execution Culture
- Overcoming Resistance from the Business
- Overcoming Resistance from HR
- Shared Services and Business Partnering
Chapter 7: The Future for Shared Services
- The Prospects for HR Offshoring
- Moving Shred Services up the Value Chain
- Shared Services Heading for Obsolescence
- Multi-functional Centres
- Moving Administrative HR into Another Function
- New Functional Configurations for the Knowledge Era
- Shared Services and the Wider HR Delivery Model
- Virtualization
- Self Service
- Shared Services: The Next Chapter
- Critical Success Factors
In-depth Case Studies
- Eastern Health Shared Services (EHSS)
- KeyBank
- Procter & Gamble
- Scotiabank
- Statoil
- Sun Microsystems
- Surrey County Council
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