Learning Objectives
As Shared Service organizations mature, so too do the management challenges they face. Customer expectations grow. Costs and service levels come under greater scrutiny. Managing in this type of environment becomes increasingly complex. Especially in today’s economic climate where cutting costs, while simultaneously delivering exceptional service and value, has never been more important. Effectively managing these conflicting objectives, or “Tradeoffs”, is one of the key management challenges facing Shared Service executives (SSEs).
A new breed of management system software (MMS) is emerging that provides the basis for SSEs to practically manage these Tradeoffs. In this webinar, you will learn the key MMS functionality changes that are creating these new capabilities. Specifically, you’ll see how these capabilities provide the basis for SSEs to:
- Have a more meaningful dialogue with executives about specific services targets, in light of budgetary constraints.
- Measure and communicate the value provided by Shared Service operations to the rest of the organization.
- Manage the expectations of internal and external customers, both in terms of the service levels provided and the cost related thereto.
- Measure the impact of upstream activities on Shared Service costs and performance.
Moreover, you see how the same capabilities enabling Shared Service executives to address the above issues also enable organizations to become more flexible and innovative, while reducing costs and consistently executing strategy.
About Dean Sorensen
Dean Sorensen is a Principal in Bywater Management Consulting where he specializes in assisting organizations to establish alignment around executing strategies that create profitable growth. A central component of this focus involves a unique and innovative use of Business Performance Intelligence technologies to establish more dynamic management systems – ones that promote more market-like behavior, while encouraging people to think and act more like business owners.
Mr. Sorensen is a recognized expert in the area, having written numerous articles and white papers on the subject. He is also the author of a recent research report on the BPI software market [that was published jointly by Bywater and the FEI Research Foundation], upon which the views in this presentation are based. The research involved an extensive review of 50 balanced scorecard, activity-based costing, planning, budgeting, reporting, and other such software applications.
He can be reached at dsorensen@bywater-consulting.com
