Design a shared services organizational model that balances efficiency and customer responsiveness

Shared services organizations absorb administrative work from distributed campus units to realize efficiency and quality improvements.

Based on extensive research and review of shared services in higher ed, EAB has identified three common organizational models. The models strike a balance between two factors: The efficiency of process standardization and responsiveness to units’ service expectations.

While the number of services to be provided and the size of the customer base will influence a campus’s decision about which organizational model to select, the efficiency/customer responsiveness balance is the most important to get right.

More on this topic

This resource is part of the Design a Shared Services Model That Reflects Campus Priorities Roadmap. Access the Roadmap for stepwise guidance with additional tools and research.