Karen Terrill

Launching a Shared Services or GBS organization comes with many unknowns—especially in the first 12–18 months. Without mature internal metrics or historic baselines, leaders often struggle to define success, report progress, and justify investments. Dive into a strategic roadmap to help new or early-stage SSOs define performance targets, identify relevant benchmarks, and create alignment across business units.

• Set realistic benchmarks for cost-to-serve, process cycle times, automation rates, and customer satisfaction—tailored to the maturity level of your organization.
• Establish first-year KPIs for P2P, O2C, R2R, Procurement, HR, and IT shared services—including headcount ratios, SLA targets, and digital enablement levels.
• Learn how to communicate progress and challenges to executive sponsors, COEs, and business units—while educating them on the pace of maturity.
• Discuss practical guidance on selecting internal vs. external comparators, segmenting by process or region, and building a repeatable cadence for measurement and reporting.
• Explore how other early-stage SSOs have created actionable benchmarking strategies to guide service improvement, justify technology investments, and manage change resistance.