Capabilities

A Relentless Drive to Deliver Continuous Total Service Value (TSV) Improvements

Over 70% of Fortune 500 companies have developed Shared Service Organizations (SSOs) as part of their efforts to increase efficiency and productivity. But once the basic back office functions are transitioned to a shared service model, what's next? How do you continuously increase the value created by service areas already in a SSO? Kaiser's Total Service Value (TSV) framework provides an approach to evaluate the performance of SSOs while also determining how key choices (capabilities offered, delivery against service level agreements, changes to governance structure) over time impact performance. Further, the framework allows for direct comparisons between client SSOs with other industry players and best-in-class performers.

Kaiser's TSV report provides:

• A measured balance of cost, service level and user satisfaction that quantifies impact of the SSO
• The 3 strategic issues to be considered when developing, managing and evaluating a shared services organization
• Distinguishing characteristics between a typical SSO and a world class SSO
• Opportunities to develop shared services in the back, middle and front office
• The 3 key phases of a SSO's evolution and what to expect in each phase
• Perspective on what TSV analysis and benchmarking can do for your firm based on case study evidence