The State of Shared Services Industry Report 2017: Fundamentals Trump Innovative Solutions
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The past two years have been full of dramatic headlines foretelling the end of Shared Services as we know it. A new “digital” workforce, we’re told, will be running much of the show. Management will only be interested in data and the story it tells, and the ‘services’ role of Shared Services will be automated away.
Well not so fast...
The reality, as you know, is that the fundamentals of Shared Services – providing cost-effective, reliable support to the business – still count, and always will.
So this year, we bucked the trend and asked our members about the basics of services: How are you serving customers? How do you measure success? How do you charge for services? How do you resource effectively? How do you set efficiency targets The results tell us a lot, not just about best practices, but about how SSOs are grasping at new opportunities to redefine themselves and their service.
In this live presentation, SSON's Editor Barbara Hodge and SSON's Global Head of Customer Analytics and Research, Rochelle Hood, highlight the most important findings.
Join us for 30 mins to get a summary of our 2017 report.
Phone: +1 904 824 3631
Rochelle Hood serves as Global Head of Customer Analytics and Research for SSON where she is responsible for enhancing member value and experiences.
Rochelle has managed operations and led projects in multiple disciplines including shared services, call center operations and information services. She is a certified Project Management Professional (PMP) attaining her credentials from the Project Management Institute and is a Lean Six Sigma Green Belt. Rochelle holds a BSc in Accounting and a Masters in Business Administration. Rochelle’s professional experience includes project management, process excellence and service delivery roles at IBM, QVC and companies in the defense contracting industry.
Phone: +1 321 574 8823