CorporateLeaders Lessons Learned in shared services and outsourcing are submitted by buyers and providers to help stimulate debate on best practices. We are working on getting a blog section tied to the Lessons Learned to continue the debate and increase knowledge sharing.
If you have a Lesson Learned that you would like to submit then please email us or call +32 478 223 711.
Senior Management support is critical to transformation success
Select the process that will benefit most from transformation, not the one that will be the least painful to transform
Do not have expectations on cost savings before measuring your current operational performance
Set clear expectations with all of the stakeholders
Select a provider that has a cultural match with your own organisation
Understand the provider's business model and what it will take for them to be successful
Set up a formal governance structure to oversee the progress of the engagement
Conduct regular customer satisfaction and benchmarking surveys after the transformation
Communicate with employees early, often honestly and openly
Transformation is ongoing – do not assume that change is over once and for all
Keep focused on results and maintain momentum for change
Promote the benefits of change to colleagues and internal customers
Understand cause and effect
Be ready to respond quickly to what people say and, most importantly, deliver on what you promise