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Educating Shared Services Demand via a Service Catalogue

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CHALLENGES

● Shared Service Centre recently implemented with new structure in place with half of the staff 

● Increasing demand of services from the different 8 business units

ACTIONS TAKEN

● Identified key requests of Shared Services customers 

● Segmented demand per service level (e.g. urgent, 3-5 days, +5 days) 

● Estimated ABC cost for each of the macro-processes 

● Designed a service catalogue per macro-process, defining service level agreement (SLA) and respective costs Defined reverse SLA to ensure service delivered on time 

● Built a Service Catalogue

RESULTS

● Achieved 2-sigma (95%) for all macro-processes in less than six months after implementation 

● Clarification of accountabilities and service expectations for HR, Finance, Logistics, and Procurement

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