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Shared Service Center


Shared Service Centers are a common type of business transformation project undertaken by multinational corporations and public sector organizations to drive down operating costs, obtain economies of scale and improve internal controls.  As a global consulting organization founded in 1998, IT Convergence has worked with numerous US-based multinational corporations to help them realize the full value of their Shared Service Center projects, including designing the future state business processes, implementing the new centralized system, providing training and change management to maximize user adoption and providing private cloud services to host, manage and support the systems underpinning the SSC.

Our approach is to help customers obtain full value from their Shared Service Center project by controlling the Critical Success Factors:

Critical Success Factors



Business process standardization is key to obtaining full value from a Shared Service Center project, whether the centralized business processes are from finance, HR, procurement or other functional areas.  Through our global design approach, ITC helps customers to take stock of the existing requirements at both the global and regional level and to design a solution that adequately addresses these requirements.  However, improving business processes does not end with project go live.  By measuring transaction processing, analyzing processes to identify opportunities for further efficiencies, redesigning processes and driving the standardized processes in to the organization, companies can identify inefficiencies and continue to increase the value of the Shared Service Center model.


Risk and Change

As the scale and scope of a transformational project increase, so do the risk that must be managed.  Among the risks associated with Shared Service Center projects, technology risk and change risk are two of the most common.  At the core of many Shared Service Center projects there is frequently a new technology platform that includes tools and technologies that may be new to the organization.  Organizations must take stock of internal skills and capacity to support the new system internally.  Since the business process change is the key to project value, in many cases companies choose to outsource the hosting and management of the new system so as not to introduce unnecessary technology risk into the project.   Change risk is extremely common with Shared Service Center projects since the function that is directly impacted by the project may experience relocation or elimination of positions and existing power structures are frequently disrupted.  Assessing the degree of change risk and devising a suitable approach to manage this risk is important to protecting the value of the project.



The consolidation of business transaction execution presents the opportunity to economies of scale from the use of technology that would be difficult to justify in a fragmented transaction processing model.   Relevant tools will vary by functional area, but could include improved reporting capabilities, imaging technologies, operational analytics solutions and user experience solutions to streamline transaction processing.



Ultimately, Shared Service Center projects are presented as a way to obtain value by a) driving down the cost of executing routine business activities and b) increasing productivity and service levels through improved business processes.   In order to realize the full value of a Shared Service Center initiative, it is important to:

  • Baseline current costs
  • Fully understand global and regional business processes
  • Implement and sustain technology to support consolidated transaction processing
  • Ensure change risks are addressed
  • Project proper staffing levels within the SSC
  • Continuously measure and manage transactional processing
  • Design better processes, implement them and train users to execute transactions in a consistent manner

Failure to address the critical success factors identified above can compromise the value of a Shared Service Center. For more information check out “Maximize the Value of your Shared Service Center

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