Many Shared Services organisations struggle to get their internal clients to focus on the benefits of the new approach to service delivery.  Internal clients tend to highlight the limitations of services and resources which are ’shared’ – immediately implying that there is a reduced level of service, a deterioration in quality and a lack of focus on their ’specific needs’.   We are used to these objections and challenges – in some cases they are true – in most cases Shared Services teams can demonstrate that their approach leads to better service.  The ongoing solution is to ensure clear communication and visibility of what is actually being delivered – nevertheless most Shared Services organisations still fail to communicate clearly to their clients exactly what service is being provided on an ongoing basis.  As I have stated before the Hackett Group’s most recent study in this area highlights Best Practice Shared Services organisations as those who manage and communicate on Service Levels effectively.  Here’s why…..

» More: Shared Services – helping your clients feel the ’service’ aswell as the ’shared’?