Shared Service Management for the image of supporting departments- EFMC 2015 Glasgow

Host: Organised by:Presented by:

The growing importance of the imageof supporting departments…and how to get a good one.

Wolter Smit, CEO

Ron van Haasteren, CommunicationConsultant

Host: Organised by:Presented by:

“Google Effect”

OF ORGANISATIONS SURVEYED HAVEMORE THAN ONE SERVICE DESK90%

Network account, Badge, Working Place, MobilePhone, Laptop, Company Car, etc...

More than 80% of new employeesin my organisationon their first day...

have everything

OF SERVICE DESKS RECEIVE BETWEEN3%-12% OF CALLS THAT ARE MEANTFOR ANOTHER SERVICE DESK55%

OF SERVICE DESKS ARE ALREADY PLANNINGFOR SHARED SERVICE MANAGEMENT55%

Is it on the agenda to merge services from other desks

45%: ‘No current plans’

16%: ‘Within the next 3 years

17%: ‘Within the next year’

10%: ‘Within the next 6 months’

12%: ‘Already have’

WHAT DOES THIS MEAN TO YOU?

IMPROVE QUALITY OFSERVICES FOR CUSTOMERS

STREAMLINEPROCESSES COST

SAVINGS

MEET DEMANDS BY CUSTOMERS

Cost savings

• Educational advantages– Student journey

• Payroll savings– First year £287k (reducing duplication)

• Procurement savings– First year £175k (collaboration & leverage)

• Service improvements

What is keeping you?

WHAT ARE THE LARGEST HURDLES?

Turf Wars

They’re fun till someone gets hurt

So… Now what?

Think Big…. Start small

NothingShared

SharedPortal

Efficiency

Qu

alit

y

NothingShared

SharedPortal

SharedService Desk

Efficiency

Qu

alit

y

Shared Service Desk

One Phone Number

“0121”

Shared Front Office

Facilities IT

NothingShared

SharedPortal

SharedService Desk

Efficiency

Qu

alit

y

SharedProcess

IT SLA FM SLA

SharedTool

NothingShared

SharedPortal

SharedService Desk

Efficiency

Qua

lity

SharedProcess

FinancialPortfolio

Management

SoftwareDeployment

Payrolling

HRM

FM IT

SharedTool

NothingShared

SharedPortal

SharedService Desk

Efficiency

Qu

alit

y

SharedProcess

SharedDepartment

WHAT DOES THIS MEAN TOYOU?

IMPROVE QUALITY OFSERVICES FOR CUSTOMERS

STREAMLINEPROCESSES

COSTSAVINGS

MEET DEMANDS BY CUSTOMERS

WHAT ARE THE LARGEST HURDLES?

Think Big….Start Small!

Organised by:

View this presentation online onwww.slideshare.net/TOPdesk

Wolter Smit & Ron van Haasteren

[email protected]

Host: Organised by: