Designing Shared Services – Understanding Business & Commercial Performance (series, part 2)
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Designing Shared Services: Understanding Business & Commercial Performance
One of the core mistakes I come across, more than any other, is measurement and SLA performance. It’s not "lack of", but more about "measuring the wrong things". A term I use is Analysis Paralysis, where an industry is generated to collect and analyse data that does not drive performance.
In part one of the "Shared Services Design" series, I discussed preparing the customer for the fact that change is coming....
