Process Quality and Performance in a Shared Services Environment

Shared services organizations work closely with their clients to design, implement and enact service processes. This shared responsibility poses particular governance challenges that cannot be fully addressed through conventional service level management or end-to-end performance indicators such as cycle times.
Rather, effective managerial analysis and control of processes in a shared services environment requires appropriate concepts to comprehensively assess process quality in the sense of design and implementation, and process performance in the sense of execution. To ensure effective control, the underlying concepts of process quality and performance should enable to delineate the responsibilities of shared services organizations and clients, and reflect the overall targets of the organization to ensure effective control.
This chapter develops a corresponding approach by analyzing the impact of shared services processes on organizational targets, deriving concise dimensions of process quality and process performance in a shared services environment. On that basis, it provides frameworks to support process quality and process performance assessment which can be refined to a concrete application scenario.