Shared Services & Outsourcing Week Conference
Tonia McMillan
Vice President of Human Resources, Strategy and Shared Services AmtrakMain Day Three, Thursday, 18 September, 2025
9:10 AM The New Metrics: Measure Strategic Value in Shared Services
The modern Shared Services Organization isn't just a cost-cutting machine; it's a strategic powerhouse. So, how do you prove it? Evolving KPIs and metrics are the keys to unlocking the SSO's true value. Forget outdated, transactional benchmarks. We'll dive into crafting holistic measurement frameworks that capture the real story—customer satisfaction, service excellence, and the SSO's direct impact on the bottom line. Discover how to gather stakeholder feedback that actually matters and solidify your SSO's position as an indispensable engine of organizational success. By mastering the art of modern measurement, you'll not only showcase your value, but drive continuous improvement that resonates across the entire enterprise.
Check out the incredible speaker line-up to see who will be joining Tonia.
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