We start the process with a diagnosis and design phase, typically comprising the following steps:
- Identify and engage stakeholders
- Articulate the vision for the organisation and the ambition for shared services
- Review the existing “as is” landscape (People, processes, technology)
- Identify waste and find value pockets
- Identify options on how to structure the shared services function and its interaction with its customers in the rest of the business
- Design the “ to be” model
- Develop a business case and high level implementation plan
Once design is complete, our delivery and assurance practice will ensure that there is a plan in place to deliver the benefits of the change. A programme or project manager will ensure:
- Technology vendors are effectively managed
- Required delivery commitments from internal teams are managed
- Change management requirements are assessed and planned for to ensure successful rollout and adoption of the shared service processes
- Ensure appropriate governance structures are in place to support the project and ensure it remains on track to deliver the business benefits
Careful planning of a shared service implementation is critical to ensure that the benefits are delivered without introducing other business risk along the way. There may be staff sensitivities to the changes which need to be carefully managed, and the starting landscape is often fragmented, with geographically disparate teams. Pathfinder can offer deep change management expertise to assess the impact of the change and ensure there is an effective plan in place across all aspects of the delivery.
Alternatively , if the client already has strong capability in these areas, the Programme Lead may form a joint team with the client resource, Pathfinder resources and any other third parties required to ensure that the outcomes are delivered successfully.