Shared Services Centre Implementation Checklist and Best Practices
Comprehensive Course Curriculum Upon completion of this course, participants will receive a Certificate issued by The Art of Service, recognizing their expertise in Shared Services Centre Implementation.Course Overview This course provides a detailed and comprehensive guide to implementing a Shared Services Centre (SSC). The curriculum is designed to be interactive, engaging, and practical, with real-world applications and expert instruction.
Course Outline Module 1: Introduction to Shared Services Centre
- Definition and benefits of a Shared Services Centre
- Types of Shared Services Centres (SSC, GBS, etc.)
- Key drivers for implementing a Shared Services Centre
- Common challenges and obstacles in SSC implementation
Module 2: SSC Implementation Planning
- Developing a business case for SSC implementation
- Defining the scope and objectives of the SSC
- Identifying key stakeholders and their roles
- Creating a project plan and timeline
Module 3: Process Assessment and Design
- Assessing current processes and identifying areas for improvement
- Designing new processes for the SSC
- Developing process maps and documentation
- Implementing process changes and monitoring progress
Module 4: Organizational Design and Change Management
- Designing the organizational structure for the SSC
- Developing a change management plan
- Communicating with stakeholders and managing resistance to change
- Implementing training and development programs
Module 5: Technology and Infrastructure
- Evaluating technology options for the SSC
- Implementing a service desk and incident management system
- Developing a data management and analytics strategy
- Ensuring infrastructure scalability and security
Module 6: Service Level Management
- Defining service level agreements (SLAs) and key performance indicators (KPIs)
- Developing a service level management process
- Implementing service level reporting and monitoring
- Continuously improving service level management
Module 7: Performance Management and Metrics
- Developing a performance management framework
- Identifying and tracking key metrics and KPIs
- Analyzing and reporting on performance data
- Using data to drive continuous improvement
Module 8: Continuous Improvement and Innovation
- Developing a continuous improvement culture
- Identifying opportunities for innovation and improvement
- Implementing changes and monitoring progress
- Encouraging employee engagement and feedback
Module 9: SSC Governance and Risk Management
- Establishing a governance framework for the SSC
- Identifying and mitigating risks
- Developing a compliance and regulatory framework
- Ensuring audit and assurance
Module 10: Implementation and Transition
- Developing a transition plan
- Managing the transition to the new SSC
- Ensuring a smooth handover of services
- Monitoring and addressing issues during transition
Course Features - Interactive and engaging learning experience
- Comprehensive and up-to-date course content
- Practical and real-world applications
- Expert instruction from experienced professionals
- Certificate upon completion issued by The Art of Service
- Flexible learning options to suit your needs
- User-friendly and mobile-accessible course platform
- Community-driven discussion forums and support
- Actionable insights and hands-on projects
- Bite-sized lessons for easy learning
- Lifetime access to course materials
- Gamification and progress tracking to motivate learning
Join this comprehensive course to gain the knowledge and skills needed to successfully implement a Shared Services Centre.,
Module 1: Introduction to Shared Services Centre
- Definition and benefits of a Shared Services Centre
- Types of Shared Services Centres (SSC, GBS, etc.)
- Key drivers for implementing a Shared Services Centre
- Common challenges and obstacles in SSC implementation
Module 2: SSC Implementation Planning
- Developing a business case for SSC implementation
- Defining the scope and objectives of the SSC
- Identifying key stakeholders and their roles
- Creating a project plan and timeline
Module 3: Process Assessment and Design
- Assessing current processes and identifying areas for improvement
- Designing new processes for the SSC
- Developing process maps and documentation
- Implementing process changes and monitoring progress
Module 4: Organizational Design and Change Management
- Designing the organizational structure for the SSC
- Developing a change management plan
- Communicating with stakeholders and managing resistance to change
- Implementing training and development programs
Module 5: Technology and Infrastructure
- Evaluating technology options for the SSC
- Implementing a service desk and incident management system
- Developing a data management and analytics strategy
- Ensuring infrastructure scalability and security
Module 6: Service Level Management
- Defining service level agreements (SLAs) and key performance indicators (KPIs)
- Developing a service level management process
- Implementing service level reporting and monitoring
- Continuously improving service level management
Module 7: Performance Management and Metrics
- Developing a performance management framework
- Identifying and tracking key metrics and KPIs
- Analyzing and reporting on performance data
- Using data to drive continuous improvement
Module 8: Continuous Improvement and Innovation
- Developing a continuous improvement culture
- Identifying opportunities for innovation and improvement
- Implementing changes and monitoring progress
- Encouraging employee engagement and feedback
Module 9: SSC Governance and Risk Management
- Establishing a governance framework for the SSC
- Identifying and mitigating risks
- Developing a compliance and regulatory framework
- Ensuring audit and assurance
Module 10: Implementation and Transition
- Developing a transition plan
- Managing the transition to the new SSC
- Ensuring a smooth handover of services
- Monitoring and addressing issues during transition