Shared Services Charging Policies Can Influence Customer Behaviour
Interview with Ehsan Shammasi, Head of HR SSC for Al Tayer Group
Ehsan Shammasi has been at the head of the Al Tayer Group’s HR shared services since its launch, four years ago. In the early days his group faced a lot of resistance and critique around the "high" cost of services. To provide more transparency, Ehsan initiated a deep dive analysis of every customer request. The result was a capability matrix that clearly links each service request to a cost per FTE.
"This transparency over costs has helped us to influence customer behaviors and requests in a way that is better for the overall organisation," Ehsan tells SSON.
Watch the interview here (4 minutes)