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In order to demonstrate the value of shared services and identify areas for improvement, administrative leaders must continually monitor shared services performance. However, institutions historically lack mechanisms for selecting and tracking core performance metrics, and often they are unsure how to begin organizing and evaluating data, even when it does exist.
Administrative staff who remain in units and those who transition to the shared services center may feel equally anxious about stepping into the unknown. Uncertainty about changing roles and responsibilities can minimize buy-in and spark damaging rumors about what is waiting at the other side of implementation.
Engage shared services customers in the conversation around service expectations and ongoing performance
Faculty often equate physical proximity of support staff with service quality. Consequently, they fear that “distant” shared services will prioritize central projects, controls, and costs over academic unit needs.
Use this toolkit to better understand the benefits and drawbacks of various models of joint- and multi-campus academic programs and identify strategies to overcome challenges in developing new programs.
Shared services organizations absorb administrative work from distributed campus units to realize efficiency and quality improvements.
Without careful planning for future staff transitions and training, transitions to shared services can result in inefficiency due to staff who are no longer working at full capacity—or unnecessary anxiety from staff who worry their jobs will be eliminated. NASA targeted these issues by analyzing current and future staffing needs, then building each employee an individualized transition plan.
Explore this service level agreement (SLA) checklist of essential and optional elements to include in your SLAs as well as links to higher education SLA examples.
Use this brief to learn about shared services structure and implementation on campus, including examples of best practices from partner institutions.
Designing an organizational model that reflects campus priorities is an important first step in any shared services journey. But bringing this vision to life is more difficult than moving lines on an org chart. Learn how to craft a shared services implementation plan tailored to the culture of your campus.
The following study details a case study for each model and offers advice for administrators as they think about implementing a joint- or multi-campus program.