The challenge
New shared-service organisations needed a clearer definition of good performance and a more repeatable route from design to operation.
What changed
- Helped shape and mature shared-service organisations across Commercial, Human Resources and Finance.
- Defined service performance standards and benchmarking approaches.
- Created a practical playbook for establishing new shared-service organisations.
- Ran lessons learned across organisations so insight was applied across the network and built into the design of new businesses.
- Captured design choices so later teams could reuse the thinking rather than restart from first principles.
A strategy and implementation approach designed for reuse across Commercial, Human Resources and Finance service organisations.
A clearer performance language, cross-organisation learning and a repeatable path for standing up new capabilities.
Principles that later became part of the R&D Functional Expert operating model.