Register for our upcoming webinar for Service Providers on Contribution Margin: https://www3.gotomeeting.com/register/812848366
Aug 01
Service Providers look for opportunities with the potential to realize these three objectives:
- High Customer Impact
- High Financial Leverage
- Growth Potential
Jul 29
The development curve for shared services organization is never ending. Leading shared services organizations and the enterprises that rely on them are engaged in a cycle of continuous change. More is expected all the time, more capacity, more capability, more services, more value. There is no status quo or ‘good enough’ point where only maintenance is sufficient to meet the objectives of the enterprise. As the Shared Services Organization evolves their engagement with customers across the enterprise must evolve too. In the early phase the focus is on reliability, stabilization and surpassing the performance levels of the previous organization. At a later stage the focus moves to continuous improvement. With that the expectations of customers across the enterprise change. Simple processing of transactions accurately and on-time is not enough, they look for additional services and more value from their shared services delivery centers.
Jun 28
The latest ServiceFrame Webinar on Friday 1st July betweent 4:00pm and 5:30pm BST is focused on the critical subject of Business Value and how to Communicate business value in Services relationships.
Jun 07
Register for our webinar on winning renewals, improving margins, and delighting your customers
Creating Service Level Agreements, Developing performance metrics for finance and accounting shared services, Governance, Key Performance Indicators, Managing/Monitoring Service Level Agreements, Risk and Performance Management in Sourcing, SLA Business Intelligence, Service Manager, Vendor Mgt., Vendor Performance Management, outsourcing governance
No Comments »
On Wednesday June 15th 2011 between 4pm and 5.30pm BST we will be running a webinar on the topic of ‘Customer Centric Governance – win renewals, improve margins, delight your customers.’
Jun 02
Retain customers and win new business through excellent Relationship Governance
Contract Management SLAs, Creating Service Level Agreements, Different Types of Sourcing Arrangements, Governance, Implementing Service Level Agreements, Key Performance Indicators, Multisourcing, SLA Business Intelligence, Service Manager, Supplier Management, Vendor Mgt., Vendor Performance Management
No Comments »
The TM Forum Management week conference in Dublin May 23-26 was a tremendous success. The innovation spotlight session focused on companies, bringing great new products to the Telecoms sector. See this interview highlighting how one Company helps Telco Service Providers become great at governance, use best in class Governance principles to drive business value, and use Governance as a key to business retention and growth and market differentiation.
May 25
Meeting customer expectations is in essence a governance requirement and there are a common set of challenges with all governance requirements: a data challenge, a process challenge and a people challenge.
May 17
Service Provider Capability – Winning hearts as well as minds
Creating Service Level Agreements, Different Types of Sourcing Arrangements, Governance, Implementing Service Level Agreements, Key Performance Indicators, Managing/Monitoring Service Level Agreements, Risk and Performance Management in Sourcing, Service Manager, Sourcing Collaboration, Supplier Management, outsourcing governance
No Comments »
Great operational execution in service delivery on its own is not sufficient to win the hearts and minds of customers. It is the baseline expectation in most cases. Service Providers who stand above the crowd understand that they need to do more.
Mar 10
Building a high performing and highly regarded Finance and Accounting Shared Services organisation is impossible without trust. Numerous surveys and studies point to lack of trust as a key reason for shared services failure. Why is this? The primary reason is that an absence of trust indicates that key internal stakeholders and customers are worried that the new ‘CENTRE’ will not be capable of delivering the level of service as the existing or previous ‘in house’ team. Senior business leaders worry that Shared Services organisations lack customer focus, lack flexibility and lack any real understanding of their business. The irony is that they recognise that F&A is a core critical business activity – they do not want it to become a ‘back office’ function. On the other hand Shared Services Leaders often worry that Business Owners consider F&A Shared Services to be a back office function.
Mar 09
Designing F&A metrics from scratch or reviewing existing metrics can be a daunting task. I thought it might be useful to jot down some of the approaches we have seen – that have worked – and also some approaches that have not!
