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Accenture believes that shared services will play an increasingly critical role in helping businesses and governments reach for high performance.
In this paper, we describe the principles, key events and dependencies that typically frame a shared services change management program.
Successful shared services operations are built on a unique operating model that includes elements of both centralization and decentralization.
This operating model is founded on the creation of a centralized, internal service delivery unit requiring corresponding changes to the way in which decentralized operating units operate.
Successfully implementing the shared services model requires a dual focus on building new capabilities and a service culture within the shared services organization, while successfully transitioning the operating unit organizations to be customers and partners. The change management effort involved in preparing the entire organization for the transition to a new shared services model is vital to its success.
Change management broadly describes the work needed to prepare an organization and its people for any significant change in the way they operate. The process encompasses many elements:
Because of its importance to a successful outcome, the change management process should begin immediately—as soon as the decision to convert to shared services is made—and should end only once the governance model is in place and the transition to the shared services operation is complete.
The best approach to change management in a shared services program will depend on the program's context. Some key elements that drive the details of the program include:
Accenture believes that all organizations should consider a universal set of key principles, events and interfaces/dependencies when developing their overall change management solution for a shared services program.
These principles are:
The key events are:
The interfaces/dependencies are related to the need for the entire implementation team to perform as change agents, in the following sequence:
May 23, 2007
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