Provide transition support to both department-based and shared services staff

One of the most important elements of shared services implementations is ensuring that affected stakeholders clearly understand the fate of their jobs across the transition. Staff may fear their positions will be eliminated, even after providing decades of service to the institution. Some campuses falter by stating that position reductions are a primary goal of shared services, when any reductions will actually come from departures and retirements. Other institutions falsely promise no jobs will be eliminated or affected, perhaps overcompensating for concerns about staff and faculty resistance.

Common shared services hurdle: Fear of the unknown
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.

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This resource is part of the Ease the Transition to Shared Services with a Plan for Change Management Hurdles Roadmap. Access the Roadmap for stepwise guidance with additional tools and research.