News & Research: Client Successes

Case Study: Business Process Review for a New Shared Services Organization

ScottMadden conducted an extensive business process review and benchmarking analysis to ensure the successful launch of a new shared services organization.

• The organization wanted to establish a multi-faceted shared services organization to include accounting, human resources, information technology, strategic sourcing, and legal functions
• Processes to be reviewed included:
• Business planning
• Budgeting
• Benchmarking
• Outsourcing
• Service level agreements
• Charge-backs
• Performance monitoring
• Communications
• Human resources management
• Process improvement

• Identified processes critical to the operation of a new shared services organization and potential problems
• Identified specific initiatives to solve problems
• Identified opportunities to increase efficiencies among functional areas within the organization through standardized business processes
• Identified improvements needed to ensure successful start-up

• Successful start-up of the new shared services organization
• Increased confidence among customers that the organization would meet its service commitments
• Increased customer satisfaction