Design a Shared Services Model That Reflects Campus Priorities
Shared services centers absorb administrative work from campus units to realize efficiency and quality improvements. Rather than adopting a one-size-fits-all model, institutions should create a shared services structure that strikes a balance between two factors: the efficiency of process standardization and responsiveness to units’ service expectations. This Roadmap addresses the four major design elements that affect this balance, all in the context of advancing campus priorities and goals.
Choose a best-fit shared services model
While there is no “one-size-fits-all” approach to designing a shared services model, most fall into one of three categories: single centrally-managed centers, multiple centrally-managed hubs, and unit-managed centers.
Several factors—including the number of services to be provided and the size of the customer base—will suggest the optimal model. But balancing efficiency and customer service is the most important factor to get right.
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