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How to do Shared Services the right - LEAN - way

Posted by Stephen Parry on Oct 13, 2016 9:19:01 PM

So you’ve got duplicate internal services in your organisation. Simple enough to just share them with others in the company, right?

Great thinking! Too bad it’s not that easy to execute in the real world.

The upside is really impressive: you get to cut costs significantly while improving services. And it can be done. It just takes excellent leadership and an ability to change your organisational culture.

However, there are a number of errors and assumptions that can cause a shared services implementation to fail.

Our Sense and Respond 3.0 Adaptive-Lean Shared Services masterclass looks closely at how to use Sense and Respond - Lean and Adaptive Thinking as a framework for shared service implementations.

We draw on our recent experience implementing LEAN service transformations at Lego and SAP to help organisations get the most bang for their buck from streamlining and improving shared services.

We use the REAL challenges faced by companies as they made radical improvements to provide real-life context for attendees. The result are takeaways and implementation strategies that can save thousands or even millions in lost or wasted revenue.

Despite the currency of the cases we draw from, we continually adapting Lean service because customer and business needs change rapidly in today's market.

Although the masterclass is designed for Senior Leaders in HR, Operations, Finance, Customer Service, IT and Senior Teams, it is invaluable for anyone interested in successful shared services transformation.

Key Learning Outcomes:

  • What exactly is LEAN  and why does it matter for people planning shared services – Lean is now a familiar concept to many business leaders, but do we all have an accurate and complete understanding?  It’s not about cutting costs, it’s about delivering value to customers
  • How to create a clear line of sight between what you and your staff do every day, and what the customer actually values
  • Measuring the right things in the right way – CORE LEAN principles – how to use the principles and tools to keep you focussed on what matters to your customer, and why this is especially vital when planning/running shared services
  • How to collect the information that you need to make good quality decisions, and how to tell the difference between quality, robust, reliable information and the rest of the stuff you’ll get
  • Managing resources during the transition to shared services – do you have enough people are they doing the right things – LEAN is likely to radically transform what people do every day, how do you manage this?
  • Measuring internal and external customer outcomes and using this information to keep evolving

Please read more about the masterclass here and then get in touch.

Topics: Lean Methods, Methods, Customer Experience, Customer Value Principles, innovative culture, Lean