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Building a World-Class Shared Service Center; A Step-by-Step Guide

Building a World-Class Shared Service Center; A Step-by-Step Guide

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Building a World-Class Shared Service Center: A Step-by-Step Guide



Course Overview

This comprehensive course is designed to equip participants with the knowledge, skills, and best practices necessary to build and maintain a world-class shared service center. Through interactive lessons, real-world case studies, and expert instruction, participants will gain a deep understanding of the key elements required to establish a successful shared service center that delivers value to the organization.



Course Objectives

  • Understand the fundamentals of shared service centers and their role in organizational success
  • Develop a comprehensive business case for establishing a shared service center
  • Design and implement a shared service center that meets the needs of the organization
  • Identify and mitigate risks associated with shared service center implementation
  • Develop a continuous improvement plan to ensure ongoing success


Course Outline

Module 1: Introduction to Shared Service Centers

  • Defining shared service centers and their purpose
  • Benefits and advantages of shared service centers
  • Overview of shared service center models and structures
  • Case studies: successful shared service center implementations

Module 2: Building the Business Case

  • Identifying the need for a shared service center
  • Conducting a feasibility study and cost-benefit analysis
  • Developing a comprehensive business case and proposal
  • Presentation and approval of the business case

Module 3: Designing the Shared Service Center

  • Defining the scope and services of the shared service center
  • Designing the organizational structure and staffing model
  • Developing a technology and infrastructure plan
  • Creating a service level agreement (SLA) framework

Module 4: Implementing the Shared Service Center

  • Developing a project plan and timeline
  • Establishing a project team and governance structure
  • Implementing the shared service center infrastructure and technology
  • Transitioning services to the shared service center

Module 5: Managing and Optimizing the Shared Service Center

  • Developing a continuous improvement plan
  • Establishing key performance indicators (KPIs) and metrics
  • Implementing a quality management framework
  • Managing and mitigating risks

Module 6: Change Management and Communication

  • Developing a change management plan
  • Communicating the shared service center vision and goals
  • Engaging stakeholders and building support
  • Managing resistance to change

Module 7: Talent Management and Development

  • Defining the skills and competencies required for shared service center staff
  • Developing a talent management plan
  • Creating a training and development program
  • Managing employee engagement and retention

Module 8: Technology and Infrastructure

  • Overview of shared service center technology and infrastructure
  • Designing and implementing a technology infrastructure
  • Developing a data management and analytics plan
  • Ensuring data security and compliance

Module 9: Governance and Compliance

  • Establishing a governance framework
  • Defining roles and responsibilities
  • Developing a compliance plan
  • Managing risk and audit requirements

Module 10: Continuous Improvement and Innovation

  • Developing a continuous improvement plan
  • Encouraging innovation and creativity
  • Implementing a suggestion and idea management system
  • Recognizing and rewarding innovation and improvement


Certificate of Completion

Upon completion of this course, participants will receive a certificate issued by The Art of Service.



Course Features

  • Interactive and engaging lessons
  • Comprehensive and up-to-date content
  • Expert instructors with real-world experience
  • Personalized learning and support
  • Flexible learning options, including mobile access
  • Community-driven discussion forums
  • Actionable insights and hands-on projects
  • Bite-sized lessons and flexible pacing
  • Lifetime access to course materials
  • Gamification and progress tracking
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