How effective is your SSO boss? Impact of "Boss Quality" on performance

Simon Brown

Your 2012 Annual Appraisal is gathering dust, the mid year review with your head of function is overdue. If your Shared Services Organisation is well established, we trust that your Customer Satisfaction scores and your Service Level Agreements are adding up. But apart from these formal key performance indicators, and the wider corporate measures of Shared Services success – including cost reduction, process efficiency, cross-function synergy, and even, for enlightened companies, bus...
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