Navigating Complexity in a University’s Multifunction Shared Services
ScottMadden helped our university client improve their multifunction shared services by sharing our expertise and knowledge of leading practices for cost savings and efficiency.
Organization Design
Advised on best practices for designing efficient service delivery models and processes to enable seamless collaboration and continuous improvement
Technology Enablement
Established a flexible governance model to support the evolving needs of shared services across multiple functions
Employee Engagement
Led change management efforts, including training, communication strategies, and stakeholder engagement, to ensure successful implementation and adoption
Challenge
After challenges associated with an internally led shared services implementation, ScottMadden worked with a public research university to launch a large-scale, multi-year transformational effort. This initiative sought to achieve more efficient and effective processes, enhance customer service, and create a state of continuous improvement. The effort began with HR and IT and expanded to include finance and research administration.
Process
- Advised on leading practices for organizational design, service delivery, process design, and technology
- Established a new, streamlined governance structure that evolved to account for live functions and accommodate changing needs
- Conducted robust change management efforts such as developing engaging training materials/plans and managing campus engagement and communications strategies among diverse stakeholders (including central leaders, academic leaders, and campus representatives)
- Defined requirements to enable collaboration among university-based and system-wide shared services models, including technology requirements, operational processes, and knowledgebase structure
Result
- Implemented shared services for HR and IT and included streamlined processes, enhanced workflows, a revamped portal and knowledgebase, etc.
- Completed capability assessment to determine gaps and opportunities to improve the strategic and advisory capabilities associated with the unit HR role; a detailed plan and curriculum is in development
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