Research Area | Global Business Services

For Shared Services professionals and their managers, covering a range of issues related to the design and delivery of Shared Services work processes. The following topics are within scope:

Business Case Development
Call Centers & Help Desks
Change Management
Communication
Consolidation & Transition
Contingency Planning
Culture
Customer & Employee Satisfaction
Employee Compensation & Incentives
Employee Staffing and Retention

Employee Training & Development
Expansion of Scope and Scale
Geographic Design
Governance
New Service Integration
Organizational Design
Outsourcing / Offshoring
Performance Measurement
Policies & Procedures
Pricing / Charge-backs

Process Design & Optimization
Process Ownership
Program & Project Management
Quality Programs & Continuous Improvement
Relationship Management
Self-Service Technology
Service Level Agreements
Strategy & Vision
Technology, Software and Hardware

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