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Home > Business/Finance > Diversified Services > Business Outsourcing
Financial Shared Services: Delivering Exceptional Customer Service and Business Value
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- Author Profile
- Acknowledgements
- Business Intelligence
- Preface
- List of Tables and Diagrams
- Chapter 1: Finance Shared Services - the basic building blocks
- Overview
- Introduction
- The Cost Imperative
- Cost Reduction: The Evidence
- Case examples
- Case Study Catalyst for SSO Creation
- Defining Shared Services
- Centralization and Shared Services
- A Standalone Business Unit
- Geographically Dispersed Centres
- Shared Services Ownership
- Process/Services Housed within Shared Services
- Case Study Examples
- Agilent Technologies
- City of Cape Town
- Eastern Health Shared Services
- FedEx
- InterContinental Hotels Group
- UK National Health Service
- New York Times Compnay
- Reuters Asia
- Conclusion
- Self-assessment Checklist
- Chapter 2: Defining the Customers’ Needs
- Overview
- Introduction
- Defining the Customer
- How Customers View Performance
- SSO Maturity and Customer Satisfaction
- Case examples
- Customer-facing Benefits: Case Examples
- Benefits during growth
- Case example:Tchibo Holding AG
- Sarbanes-Oxley
- Cutting costs and resources
- Customer Involvement
- Case example: National Health Service, UK
- End-to-end Processes
- Beyond Customer-focus
- Customer Councils
- Service Charges
- Taking the aggressive approach
- A more incremental view
- Future charging plans
- Conclusion
- Self-assessment Checklist
- Chapter 3: Creating a Customer-centric Culture
- Overview
- Introduction
- Behavioural and Culture Change
- Change Levers
- Branding
- Values
- Training
- Case Example: Allied Signal
- Case Study Example
- Customer Relationship Building
- Recruitment
- Existing Staff
- Recruiting New Staff
- Using New Recruits
- Skill Requirements
- Communications
- Appraisal and Compensation
- Cultural Congruence
- Change Management
- Conclusion
- Self-assessment checklist
- Chapter 4: Selecting the Right Location
- Overview
- Introduction
- Case Organization Location
- City of Cape Town
- Eastern Health Shared Services
- FedEx
- InterContinental Hotels Group
- National Health Service, UK
- New York Times Company
- Reuters
- A Costing Paradox
- The Brownfield/Greenfield Debate
- Choosing a Site Location
- Language Requirements
- Favoured Destinations
- Diageo Case Report
- Criteria Overview
- Conclusion
- Self-assessment Checklist
- Chapter 5: Beyond Shared Services - evolving delivery models
- Overview
- Background
- Raising the Performance Bar
- Pioneering SSOs
- Outsourcing
- Corporate Governance
- Co-sourcing
- Accenture/NCR Corporation Case Example
- People
- Processes
- Technology
- Location
- Late Developers
- Virtual Centre
- Four Stages of Maturity
- Stage 1: Consolidation
- Stage 2: Standardization
- Stage 3: Optimization
- Stage 4: Virtualization
- Horizontal SSOs
- Selling Services Externally
- Conclusion
- Self-assessment Checklist
- Chapter 6: Performance Measurement
- Overview
- Background
- Survey Findings
- Service Level Agreements
- Case Examples
- Working Without SLAs
- Case Report: Standard Chartered Bank
- Baseline Measures
- Benchmarking
- Case Examples
- Efficiency and Effectiveness Axis
- Customer-facing Metrics
- Customer Satisfaction Surveys
- End-toend Process Metrics
- Balanced Scorecards
- The Balanced Scorecard Explained
- Whirlpool Europe Case Example
- Case Example: Eastern Health Shared Services
- Other Case Examples
- Scorecard - Observation
- Self-assessment Checklist
- Chapter 7: Conclusion and Action Template
- Overview
- Background
- Twenty Questions
- Chapter 8: The Case Studies
- Agilent Technologies
- City of Cape Town
- Eastern Health Shared Services
- FedEx
- InterContinental Hotels Group
- UK National Health Service
- The New York Times Company
- Reuters Asia
- Appendix
- References
- Index
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