Triple S - Shared Services Standard

The Triple-S

THE STANDARD For benchmarking your position

Developed by industry leaders for the Industry

Private & Confidential. Copyright Triangular World Ltd.

Background

Look at this table and see if any of this sounds familiar:

The shared services says: The internal customer says:We are doing a good job! According to whom?We are better than most SSOs Compared to what data?We are doing a great job given the budget constraints!

What budget constraints? We didn’t know you were under-funded and that our requirements were expensive!

We are delivering the service that you asked for when we started out! Why are you so unhappy!

Requirements and needs change, we need to be more aligned.

We are giving you a 5 star service!

But I only want a 3 star service!

We only have resource to offer you a 4 star service!

What on earth IS a 4 star service?


Background

• For too long, there has been a disconnect between customers and their needs and expectations, and the offering of the shared services.

• This disconnection, or gap has resulted in a level of dissatisfaction from the customer, and you could say has led to shared services developing a bit of a ‘bad name’ for itself.


Background

• Companies use benchmarking to:• Improve performance. Benchmarking identifies

methods of improving operational efficiency and design.

• Understand relative cost position. Benchmarking reveals a company's relative cost position and identifies opportunities for improvement.

• Gain strategic advantage. Benchmarking helps companies focus on capabilities critical to building strategic advantage.

• Increase the rate of organizational learning. Benchmarking brings new ideas into the company and facilitates experience sharing.


Background

• Many outsourcing deals and shared service centres benchmark and measure many things but very few measure holistically and even if they did what would they do it against?

• Our aim has been to create something that we can all measure our current status and our future ambitions or expectations against whilst explaining how to do it.

• It is based on a common language which our stakeholders can understand readily.

• It is a methodology explaining the steps to get you to where your organisation wants to get to.


Why did we do this?• Both TW and sharedserviceslink exist to help shared

service centres be more successful and we really believe in this idea.

• 15 years ago it took shared service centres 10-15 years to get to a level of maturity that gained tangible efficiencies. It cost $M100’s to do.

• If these learnings were shared we could half the time again.

• If we planned the service we would deliver with our stakeholders we would get real customer satisfaction based on overachieving against a real expectation.

• Then we can focus on business improvement and value rather than just cost.


The challenge we face is:

Speed

Quality

Costs

The business case

The internal clients The staff


The challenge we face is

What facilities do I want?

When do I want it?

How much can I afford?

How much service do I want?

What’s actually appropriate for my customers?

What do I need to

successfully deliver this?

BUT I CAN ONLY DELIVER…

MY CEO WANTS…


The Triple-S

THE STANDARD For benchmarking your position

Developed by industry leaders for the Industry


The Triple-S

We worked with 14 of the world leaders. Between them, they have set up over 50

centres.


John Hall

I'd add and worked in all parts of the industry (which I can talk to ....

The Triple-S will• Measure where I am against the Triple-S standard. • Plan where I want to be against it.• Explain what I’m doing to my

users/clients/partners/customers/family.• Gather my users expectation based on service.• Build new centres more effectively and faster based on

best practice.• Help improve the actual and perceived success rates

for the industry.


The Triple-S will• Improve understanding and customer satisfaction.• Better define goals and vision and thus clearer

communication to the team.• Create a road map that can be used by all your

leaders to ensure they achieve their goals.• Reduce the cost of achieving your goals.• Audit your performance and your partners

performance.• Design outsourcing requirements versus the standard • Promote your organization using it versus others (if

you want).


How it works• Look at what constitutes different levels of service and

maturity across: – Service/Process– Systems & Technology– People – Governance– Internal Client

• A full methodology explaining and defining the different levels of service and how they need to be delivered at different ratings.


There will be levels

• Highest level we will give you one triangle score for current.

• So you can say…: “We are a X triangle delivery organization”

• The aim of the presentation is we want you thinking: How many triangles am I?


What does it look like?

Not…

But…



Level 0 1 2 3 4 5 6 7Service/ProcessSystems and Technology

People

Governance

Internal client

Key

Our rating Our goal Not relevant to us



Level 0 1 2 3 4 5 6 7

Sourcing and maintaining talentEstablish links with recruitment consultants

Create continuous improvement plan in internal HR centre

6 monthly career reviews

360 degree reviews

Establish links with government

Management of stable talent program

Establish links with talent pool database

Establish links with internal customers

Establish links with other industry members in location

Establish links with education systems

- Discuss opportunities with all local universities

- create website for students to assess jobs. Market to Universities

Link to example

Link to exampleLink to exampleLink to example


You can get involved• The tool is now ready to use!• We will be working with 20 early adopters to use and

contribute to the tool.• It won’t take too much time. You will end up with a

measurement in all the key areas and therefore a document that allows you to set strategy, programmes and projects for the future.

• We will provide the survey questions and the report once completed, as well as a document outlining the methodology.


You can get involved• We will set you up in a community to discuss findings

and share experiences.• You will get access to any development material for

the next 12 months.• We will do this as an honour program. Each use of

Triple ‘S’ costs us £5,000 please contribute a minimum of £2,500 towards it if you recognise the value and want to be involved.

• Contact the Triangular World stand in the exhibition hall


The Triple-SBe part of the change


Triple S - Shared Services Standard

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