Our Services
Shared Services Organisations are a reaction to the need to provide organisational wide services at a consistent quality, with improved efficiencies, and with the ability to quickly react to changed business circumstances. Shared Services is typically run passively as a cost centre, not proactively as a business, ie the balance between consistent appropriate quality and cost reduction is lost. Because of this, Shared Services often struggles to provide what the business needs. Additionally, many Shared Services Organisations do not have good data on the cost of individual services and cannot provide accurate prices to their customers or support good financial decision-making.
To operate as a self-sufficient business unit, Shared Services must have a strong understanding of the customer requirements, KPIs that align with customer objectives, good service level management (SLM), and a robust service costing model. Additionally, Shared Services should have cross-functional capabilities beyond the service silos, and should encourage an open dialogue with the customer.
Dowling can help Shared Services to operate like a business.
Firstly, we can identify the Shared Service Division’s maturity and performance (see the Maturity Assessment chart below). This process highlights the areas that need improvement, those that are a risk to the business and those that are at the core of the business’s value proposition.
Secondly, we can help to lay the foundations for developing and sustaining the Shared Services capabilities mentioned above.
Typical Results of Shared Services Transformation
Some typical results of a Shared Services Transformation project include sustained End User satisfaction improvement of up to 30%, and an increased ability to meet customer demand. The project can also deliver more accurate service costing which is a prerequisite to understanding of how to influence service cost by changing consumption patterns. Additionally, productivity of employees across the organisation can be enhanced by bundling of IT and non-IT services. Finally, the Shared Services Transformation project can deliver a much improved relationship between the Shared Services organisation and the Business unit executives.
Shared Services Maturity Assessment and Heat Map
This map is indicative of the analysis that needs to be done, discussed and resolved as critical success factors to achieving the particular drivers of your individual shared services organisation.
