What Makes Yale Stand Out (Beyond Academics)?
Winner of North America's 2015 EXCELLENCE IN PEOPLE AND COMMUNICATIONS AWARD
Yale needs no qualification when it comes to leading academia. But it was for the university's outstanding shared services communications that the SSO team was recognized by Debbie Vander Bogart, Head of Global Shared Services at Levis and one of the judges for this year's SSON Excellence Awards. She summarized the achievements as follows:
"A highly informed and customer oriented staff along with accurate and timely communications are paramount for this team to deliver on the mission of providing superior business support services to their customers; they turned the spotlight on internal operations and created programs to advance key metrics that allowed them to drive a culture of service support and transparency along with promoting "one Shared Services team". They had to continue to educate their staff on how integrated work was across departments within Shared Services and to show them the link back to the various departments they service. By thus focusing on the internal development of their people this Shared Services team:
- improved their Customer Satisfaction scores from the 30% percentile to the 90% percentile
- decreased their turnaround time for closing from 7.4 days to 1.8 days
- showed a 25% increase in First Call Resolution
SSON's editor, Barbara Hodge, cornered Ronn Kolbash, the SSO's leader, after the ceremony to ask him about the multifunctional shared services center, and how it not just survives but succeeds in such a highly decentralized environment. One of the innovative approaches employed at Yale is the use of data to identify training upstream and downstream partners. "We are very much data- and metrics-driven," explains Ronn. "We trust facts, not anecdotes."
Find out how commuications were employed to relieve anxiety and manage budget challenges as a team.