Metrics in the Shared Services World


As you may recall, I’ve a fondness for metrics that borders on creepy.  I love having a measurement for just about everything.  That why as a practitioner, I found myself insanely jealous of those that worked in the HR Shared Services arena.

For them, the path was paved long ago by call centers and customer service.  They have the luxury of seeing what the benchmarks for speed to answer, first call resolution, call abandonment, and other pithy measures should be based on years of similar operations.  At the same time, though, they are still in the HR business, meaning they are first and foremost there to service the employee and put them at ease.  In many cases, they have the greatest level of exposure to the employee population, and their performance will drive how your HR team is perceived.

That’s not to say, of course, that all organizations run this way.  Too often, shared services is looked at as a pure cost play, and moves like outsourcing your Tier 1 HR Team are considered.  It’s scary to think that some organizations farm out the task of caring for their employees. Let’s hope that those who do are working with suppliers who are real partners for them!

In the end, though, there are ways to measure how well your shared services team is doing, be they internal or outsourced.  Which brings us, of course, right back to metrics.  How do you measure your team?  How do you track your progress?  How do you know what really matters?  Music to my ears.

That’s why I’m excited for the next Dovetail Webinar, coming up on November 1st.  We’ve got Jim Scully, president of the Shared Services Institute, discussing the flaws of conventional benchmarking and performance measurement approaches,as well as a step-by-step method of defining and measuring shared services value.  You won’t find a better resource for this discussion!  Want to join us?  Hit this link to get signed up.

See you there!

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