Running a Live Benchmarking Session With the Help of SSO Pro's Module

Why did Rikke Krobak, Senior Business Process Owner at A.P. Moller Maersk take part in the online Shared Services accreditation course? To gain some timely insights about how to create a killer benchmarking campaign, for starters... A few questions from SSON's editor. SSON: How has the knowledge you obtained in the SSO Pro program helped your professional development and contribution to your organization? Rikke Krobak: I would say that some of the modules have been easy to apply directly in my day-to-day work. I have particularly benefitted a lot from the benchmarking module, as I had to finalize a global benchmarking exercise within one of our business units, at the same time. The benchmark exercise covered both our shared services centres as well as front offices. What improvements are you trying to accomplish at A.P. Moller Maersk? What we are trying to accomplish is ensure a standardized organisational set up and that processes are equally capable/efficient and standardized across both Global Service Centres and front offices. The benefit will be recognized when offshore ratios increase, making like agencies more equal, and which will lead to productivity increases, and a reduction in the total number of process and organiational variances. How are you driving this improvement? To drive improvement are we are running a benchmark exercise allowing end-to-end comparison of all clusters covering finance processes. As part of this exercise we will benchmark cluster offshore ratios to identify areas for further offshoring, as well as productivity, and seek answers where variances are identified. Based on these findings we’ll set up recommendations regarding changes that could improve productivity and standardisation. What was your favourite module? Negotiation. Why? Because it is an area that I hardly ever touch upon in my daily work; so, it was refreshing learning something new. In fact, the content is very useful even if I am not a "negotiator", since communication is always such an important element in any aspect of the job. How has the training changed your view and awareness of Shared Services and Outsourcing? Having worked in Shared Services for some years and witnessed some very large-scale migrations of tasks to service centres I was already a convert to the cause! But going through the various modules in this course, I have become more aware of different methods and tools to use when setting up Shared Services. Can you share a specific example of a concept, tool or skill learned in SSO Pro you’ve directly applied in your organization? Benchmarking is the best example, as I was implementing a benchmarking initiative at work, at the same time. The importance of removing all extreme variances from the exercise during data scrubbing was heavily emphasised in the coursework and I put that knowledge to good use. Which other additional topics or modules you would like to see addressed. One topic within shared services could be the new organisation post migration of tasks. So, how does the new organisation work with the front office/back office? What are the new allocations of responsibility/accountability? How can you communicate and retain talent? [inlinead] Find out more about refreshing your Shared Services skill-set with SSO Pro.

Running a Live Benchmarking Session With the Help of SSO Pro's Module

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Running a Live Benchmarking Session With the Help of SSO Pro's Module

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