Track shared services efficiency and service metrics during and beyond implementation
In the private sector, end-user resistance to shared services is typically counterbalanced by several methods: gainsharing incentives, “sin taxes” for maintaining local processes or shadow systems, and dashboard metrics that broadcast cost and quality gains. Although financial penalties are rare within higher education, more institutions are looking to run shared services “like a business” by vigorously monitoring transactional metrics and pursuing opportunities for continuous improvement.
Common shared services hurdle: Inability to prove ongoing value
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.
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.
Solution: Continually tracking and sharing performance metrics
Institutions should select a handful of relevant key performance indicators (KPIs) for the activities performed by shared services. Tracking and sharing them via a simple dashboard and annual reports keeps campus informed about the center’s operations and commitment to ongoing efficiency and service enhancements.
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