Shared services have become prominent operating models, enabling businesses to improve efficiency, reduce costs and achieve growth.
The next evolution of shared services will adopt an integrated business services (IBS) approach where the HR and other functionally organized shared services will collectively serve the employee. The employees will be viewed as customers. This new approach will focus on providing superior employee experiences. The payoff is vast: improved workforce productivity, greater employee engagement and retention, and further cost reduction.
To reap benefits, however, organizations will have to rethink the way they deliver services to people.
“Superior customer experiences don’t happen by accident—they have to be actively designed and managed; the same is true of employee experiences.”
— Don McLaughlin, VP, Global Business Services, Employee Experience/Cisco