News & Research: Client Successes

Case Study: Accounting and Payroll Functions Assessment

ScottMadden was engaged by a large entertainment company to assess its accounting and payroll shared services functions.

• The company had consolidated accounts payable and payroll functions into one organization
• Quality and cost of service had not improved; in fact, customers were not pleased
• Redundant resources and processes existed
• No performance measurements existed

• Conducted detailed organization analysis of products/services, processes, people, organization structure, and technology
• Developed long-term and short-term improvement plan
• Assisted in the project management and implementation of short-term improvements, such as redesign and restaffing, establishing a customer call center, and developing new performance metrics
• Developed and conducted a customer satisfaction survey and report

• Appropriately staffed
• Reduced cost of service
• Baseline customer satisfaction results and measurement in place