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Transforming HR Across Four Continents

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Mary Sue Rogers
March 13, 2018
The WEF Global Risk Report lists the top 5 global risks. This year, cyber attack was #3, just below extreme weather and natural disasters
Tags: WEF | Risk | cyber security | cyber risk | cyber attack | World Economic Forum
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Mary Sue Rogers
June 22, 2017
While RPA is grabbing the headlines, Continuous Improvement is quietly getting on with the job of improving service performance and delivery
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Mary Sue Rogers
March 23, 2016
When it comes to GBS, the "what" and the "how" are global; but the "who" and the "where" don't have to be (so you can stop worrying about the perfect location)
Tags: HR | GBS | location | definition | scope | process owner | Global Business Services | HR services | defining GBS | SSC | SSO | HRO | HR outsourcing | human resources shared services | human resources outsourcing
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What the CFO Needs

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Jens Madrian
August 1, 2017
Digitalisation's benefit is not only that of a cost saving mechanism. Much of its real value is taking into consideration its transformational capabilities
Tags: digitalisation | CFO | Outsourcing | transformation | digitalization
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Jens Madrian
May 25, 2016
Finance roles will have to adapt in the face of massive socio-economic mega-trends like digitalisation and big data, and none more so than the CFO. Kicking off his new column, SSON's newest Advisory Board member presents the CFO's viewpoint!
Tags: CFO | Finance | transformation | shared services | Jens Madrian | Advisory Board | SSON | Thought Leader | leadership | CFO RWE Npower | Finance Director RWE Npower | Commercial CFO | New age CFO | Digital Transformation
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Diving Into Data

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Barbara Hodge, Editor
July 20, 2016
For shared services leaders around the globe, the ASEAN marketplace is a force to be reckoned with.
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A Parallel Universe

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Barbara Hodge, Editor
July 1, 2016
If you are operating within or contracting with the UK – should you be worried?
Tags: Brexit | UK | SSOs | United Kingdon | location
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Barbara Hodge, Editor
June 24, 2016
How can you and your team "move the needle" on cost and quality of healthcare for your organization?
Tags: healthcare costs | Healthcare | benefits | medical | expenses | billing | error | duplicate
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Barbara Hodge, Editor
April 21, 2016
Our editor's weekly roundup of what's new online
Tags: RPA | automation | week | shared services
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Barbara Hodge, Editor
March 31, 2016
In the spirit of April's Fool...here's what I day-dream about... Figuring out how to take my Macbook to the beach without gettig it sandy – so I can run our webinars with a real-time wave sound track ... #Florida_working_life Training my dog to check my emails first thing in the morning (instead of fetching the newspaper – so old school Read more
Tags: April Fool
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Negotiation Coach on Call

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jeanette nyden stage
May 17, 2016
How to check your team's understanding of terms and conditions
Tags: negotiation | contract | communication | shared services
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Daily News

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Barbara Hodge
January 8, 2016
Best of my daily news roundup just for SSON members
Tags: SSON | news | Jamaica | Germany | Avaloq | Avon | HP | Pontoon | Adecco | HR | Healthcare | finance services | Finance | NASA
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A Roadmap for Global Transformation

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Devi Kencki
August 14, 2015
Your shared services' success will depend on the maturity of three major stakeholders: the SSO itself, its customers, and the Board of Directors. This series provides a template for a successful transition
Tags: SSON | Devi Kencki | evolution | BU | stakeholders | change | maturity
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Adding Value to Business

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Anil Prem DSouza
May 22, 2015
Don't crash your fighter jet! To run Shared Services, think about the maintenance and structure required for a fighter jet ...
Tags: value | shared services | tips
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Anil Prem DSouza
July 30, 2014
A modern work place calls for a new performance strategy. Leave "managing" performance where it belongs: in the past. Instead, develop much more effective pull-strategies
Tags: Anil PremDSouza | culture | targets | efficiency | alignment | engagement | team | collaboration | KPI | KRA
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Robotic Process Automation at Work

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Wayne Butterfield
October 21, 2014
Following on from my recent webinar on the successes that I’ve had with RPA Technology, I’ve been asked by the guys at SSON to share a couple of my secrets in getting a successful robotic operation up and running. I can’t guarantee it’ll be pain free (I was almost frog marched out the door by Fraud & Security during our own proof of concept Read more
Tags: RPA | robotics | Wayen Butterfield | Telefonica | O2 | POC | proof of concept
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The Practitioner

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Amarpreet Bhamra 2017
September 25, 2014
With service feedback now instantly available, are conventional customer surveys even relevant any more?
Tags: surveys | VOC | CSAT | voice of the customer | feedback | culture | client
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Amarpreet Bhamra 2017
December 17, 2013
As you scramble to clear your desks before the New Year, take some tips on simplifying your "to do" list. And why pushing multiple "improvement" initiatives is not going to impress the board.
Tags: project management | overload | PMO
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Amarpreet Bhamra 2017
October 10, 2013
Many process-based set-ups are superimposed, without evaluating whether the existing organizational structure could be optimized. Plus there's a risk of encouraging turf wars. So here's what to evaluate prior to reorganizing...
Tags: process | customer | Amarpreet Bhamra
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Service, Leadership, and Other Stuff From Lee

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Lee Coulter
September 1, 2014
Forcing us to slow down to enable us to go fast: the value of off-site team days
Tags: Lee Coulter | MSC | Ascension | team | off-site
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Lee Coulter
August 8, 2014
As the internal audit team prepares to release the first of many E2E audits for Ascension Health's SSO, it reveals what gets lost in the hand-offs between User, provider and technology.
Tags: Lee Coulter | Ministry Services | MSC | e2e | end-to-end | customer service | process
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Lee Coulter
May 30, 2014
Financial performance has never been more important in healthcare as reforms are literally changing the industry and people are thinking twice about seeing their doctor. Shared Services plays a crucial role transforming cost structure and delivery method
Tags: Lee Coulter | business plan | financials | supporting the business
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Building a More Effective Delivery Model

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Rita Thies
June 10, 2014
Among industry experts there appears to be agreement that Germany presents a prime opportunity for outsourcing: 34% of CFOs plan to do so in the next 3 years.
Tags: Germany | Rita Thies | offshoring | Outsourcing | SME | mid size
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HR Analytics

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Anupam Diwan
February 28, 2014
This case study highlights the importance of analytics in making crucial HR decisions and guiding business strategy. It's a great approach that you can apply to any number of problems (note: a degree in statistics is not required!)
Tags: Anupam Diwan | case study | HR | metrics | decision making
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Anupam Diwan
January 13, 2014
A Sigma level sets expectations – 5,000 abandoned employee calls (3 Sigma) versus only 1.7 (6 Sigma); or HR helpdesk unavailable for 7 hrs/month (3 Sigma) versus 1 hr every 34 years (6 Sigma)! The impact on performance? Enormous.
Tags: Six Sigma | Improvement | Fishbone | Ishikawa | defects | HR
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Exploring

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J.G. (Jeroen) Meijerink
February 19, 2014
New research finds "Value" is not built into the provision of a service, but is created at the moment of use. Thus, 'Big Data' is only a value proposition until you draw on it to make better decisions. As users drive value, you should invest in educating them accordingly
Tags: user satisfaction | user | training | HR
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Is It Just Me? Or Are You Feeling It Too...

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Jamie Davies
February 14, 2014
Launching the first wave of Continuous Improvement at BT’s Budapest center has been a sobering experience for Jamie Davies. He writes about the challenges of genuinely trying to communicate with the local teams, and getting people to open up. Not as easy as he thought…
Tags: Jamie Davies | Continuous Improvement | team | culture | Lean | Six Sigma
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Shared Services for small and medium-sized enterprises

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John Kirk
January 29, 2014
If Shared Services is viewed as processing transactions at a lower cost and nothing more, you won't get a seat at the table. The price of admission for that seat is to contribute directly to the success of the company. Here's how
Tags: value | shared services | success | services delivery | Value Add | communication | promotion
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John Kirk
December 11, 2013
Governance helps you sell your service to your customers by getting structured feedback on your performance. At the same time, you can tap your customers for ideas on how to service them best and they can impact the service they receive: everybody wins.
Tags: Governance | SME | John Kirk | Continuous Improvement | Tools & Templates
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John Kirk
November 30, 2013
Our popular "4 Steps to Success After Start-Up" series continues with "4 Steps of Continuous Improvement." Identifying and evaluating the opportunities are crucial – and not that hard if you follow our columnist's roadmap
Tags: Continuous Improvement | template
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Dr. Carine Peeters: Keeping an eye on sourcing practices

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Dr. Carine Peeters
December 2, 2013
Most of you, given the choice, would opt for service delivery from a culturally familiar location. But brace yourself: As Prof. Peeters explains, cultural differences generate "negative" emotions that have the positive consequence of improving information gathering and processing efforts – and hence lead to better decisions. Read more
Tags: Global | culture | Carine Peeters | offshoring | captive | nearshore
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Dr. Carine Peeters
November 3, 2013
What do companies that derive the greatest benefits from global sourcing do differently from others? The 7 dimensions of operational effectiveness for sourcing services globally
Tags: operational effectiveness | global sourcing | sourcing | world-wide | effectiveness | benchmarking
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iThink SSON – a Professor’s View of Outsourcing and Offshoring

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Ilan Oshri
October 29, 2013
While a recent post touted the UK (well, London) as one of the most expensive global locations, Professor Ilan Oshri argues that it offers tremendous opportunities as a nearshore market – mainly because of its strong demand
Tags: UK | Nearshoring | Ilan Oshri
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Sourced & Shared

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deborah latest portrait
October 16, 2013
The lines between procurement and global sourcing are becoming increasingly blurred: Smart procurement leaders are making a grab for sourcing outsourcing services, while the C-suite considers elevating sourcing leaders to chief procurement officer status
Tags: sourcing | Procurement | CPO | Deborah Kops | GBS
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Branding for Shared Services and BPO

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John K Grace
August 26, 2013
Shared Services, by its actual name, creates the wrong perception from the start. How about re-branding the shared services offering to signal MORE, rather than LESS?
Tags: branding | John Grace | brand | perception | signal more | Global
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