Meaningful KPIs

We are a new Shared Service Centre and are in the process of making up SLA with our internal customers. We need to have put in KPI that is meaningful to our clients. How do these KPI look like ? Can someone give me some examples say - for the payment process. I could think of eg Supplier invoices to be paid within 5 days from date of receipt.. anything else ?? thanks !

Lee Wai Ming, Head, Group Shared Functions, Maersk Singapore Pte Ltd,

  7 answers

Enterprise Content Management

I am interested in your thoughts regarding Enterprise Content Management in relation to shared services. ECM vendors offer a tool that integrates with an ERP system and takes information from data capture through to wherever it is needed in the business, in whatever format it is needed in. The basic premise is that it takes all the paper and manual processes out of the processes. Are you coming across this?

  0 answers

Global Shared Services - Supporting Asia/Japan

We are researching into establishing a shared services organization to support our business in the Asia Pacific region and would like to get feedback on a few questions. First, we would like to include Japan in the shared services organization.Do you know of other companies that have successfully supported the Japanese market with a shared services?Second, we a considering locating the shared services in Europe and creating a global shared services environment. Do you know of other companies that have successfully supported Asia Pacific (including Japan) with a shared services center located outside Asia?

Tobin Wagner, Internal Auditor, Software Company,

  0 answers

The impact of culture on outsourcing

I am working on an article on the impact of culture on outsourcing (whether national culture or organisational culture). I would be very interested in hearing from organisations that have identified culture as a key driver of success and to understand how they provide on-going support in that area. I would also like to hear from organisations that did nothing, at transfer, in terms of aligning culture, to understand whether this [neglect] has had any impact.

Brigitte Cobb, Consultant, Birkbeck College,

  0 answers