1. Shared Services Open Forum
April 9, 2008
Sponsored by Administrative Senate

2. Of Course, Higher Education has a Definition
Shared services combine the non-competing administrative and business support functions of colleges and universities on a collaborative basis. The services may include a wide range of technical and functional business processes agreed upon for inclusion by the participating institutions who mutually benefit by realizing cost savings, improved access to technologies, and enhanced levels of service.
By combining their resources, shared services institutions reap the full advantages of technologies that might be too costly if purchased on their own while realizing efficiencies in staffing and improved customer service through the collaboration.
The shared services model allows institutions to focus more of their resources on their core competencies of teaching, research and service rather than technology services that are critical, but serve rather than drive their missions.
Adopted from Oracle Presentation Shared Services in Higher Ed

3. Non-Emergency Service Calls
Ideal processes for Shared Services have low strategic impact and significant economies of scale
Payroll Processing
Compensation
Records
Hire to Retire
Benefits Administration
Training & Education
Travel & Expense
Self Service
Human
Resources
General Ledger
Accounts Payable
T&E Processing
Accounts Receivable
Planning & Budgeting
Purchasing
Cash Management
Internal Audit
Finance
Information
Services
Standards
Technology/ Development
Desktop Support
Applications Development
Data Center Operations
Application Maintenance
Telecommunications
Hardware & Software Acquisition
Logistics/
Materials
Management
Strategic Sourcing
Asset Management
Warehousing
Inventory Management
Transportation
Customer
Service
Call Centers
Non-Emergency Service Calls
Credit & Collections
Order Management
Legal
Affairs

4. Shared Services Objective
Shared Services is often confused with the centralization of functions into one physical location. In fact, Shared Services is much more:
Ruthless pursuit of process standardization enabling more efficient processing
Customer-service oriented mindset
Back-office functions run as a front-office (“run like a business”)
Service managed via Service Level Agreements, “contracts” between operating units and the Shared Services organization
Skilled and scarce resources leveraged across multiple operating units
Operating units focusing on their core processes and analysis
Centralized Model
Shared
Services
Model
Scale &
Efficiency
Distributed Model
Service/Responsiveness

5. Typically Shared Services Projects have 4 Phases:
Typical Shared Services Road Map
Typically Shared Services Projects have 4 Phases:
10-14 Weeks
3-5 Months
6-12+ Months
2-16 months
Assess
Design
Build
Deploy
Shared Services Vision
Scope of Shared Services
Current State Analysis
Benchmarking/ Opportunity Assessment (done)
High Level Operating Model
Process Split Definition
Change Management Strategy
Business Case
Implementation Roadmap
Design the Business Processes
Design the Organization
Design the Enabling Technology
Select Location and Real Estate
Develop Hiring Plan and Recruit Shared Services Leaders
Refine Communications Plan
Create Workforce Transition Plan
Develop Training Plan and Management Development Program
Design Facilities
Design Service Management Approach Details
Develop Service Management Processes
Build Performance Support and Training Materials
Build-out Facility
Recruit Shared Services Personnel
Create Service Level Agreements
Develop Key Performance Indicators
Develop / Deliver Build Communications
Build the Organization
Conduct Deployment Planning
Execute Deployment Plan
Confirm Service Level Agreements
Conduct Training and Work Shadowing
Develop / Deliver Deployment Communications
Test Shared Service Center Readiness
Execute Workforce Transition Plan
Current Project Focus
Pilot
Group 2
Group 3
Program-, migration- and change management (ongoing)
NOTE: Timeframes above are illustrative and vary depending on organization size, Shared Services scope, global vs. regional objectives, Greenfield vs. Brownfield, ERP solution status, etc. =
Management
Checkpoint

6. Questions?