Professionalizing Shared Services' customer interface

Arla Foods has recognized that a good shared services center alone does not necessarily work any magic. The added value comes in standardizing the interface with the client and clarifying expectations. Elementary? Yes. Easy? No. Anton Blokland is relying on a service management framework to help. He also believes in rotating internships for his staff. At any given time, nearly a dozen GBS staff are working on loan in the business units.


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