In order to demonstrate savings, evaluate performance, and identify areas for continued process improvement, shared service centers must establish a baseline cost estimate for pre-shared services business processes.
How to use this tool
Key performance indicators (KPIs) are pivotal to ensuring accountability and transparency. Well-defined KPIs track each process completed by the shared service center against the performance levels defined in the service level agreement. They define quality standards and time compliance requirements for each functional area. KPIs frequently fall into one of the following categories:
- Service quality
- Time to process transactions
- Customer satisfaction
- Error rates
- Associated costs
The KPI Compendium includes a list of principles for selecting dependable key performance indicators as well as a list of frequently-used KPIs for human resources, finance, information technology, and procurement, and a presentation created by the University of Kansas to guide your selection of metrics. Prior to going live, system leadership, functional area leaders and representatives from the shared services center should agree upon KPIs.
Related tools
We have compiled frequently used KPIs for HR, finance, procurement, and IT.
The University of Kansas created a presentation to aid in the development of shared services metrics.
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