CompassPoint is a provider of SMART solutions through an integrated portfolio of project management, service quality & assurance, business excellence and intelligent workplace solutions which will optimise cost, improve end-to-end controls, build sustainable people capabilities, drive organisation culture leading to customer delight.
Large to Medium organizations with presence in multiple countries have set up or in the process of setting up integrated shared service centers to:
- Reduce COST (potential cost save can vary from 30% to 50%)
- Establish end to end processes thereby improve CONTROLS and compliance
- Develop internal CAPABILITIES to deliver flawless services and future global succession
- Build global CULTURE and provide globally consistent service
- Delight internal and external CUSTOMERS by developing customer obsessed mindset and behaviors
But to achieve these aspirations, it is important to get basics right from the time:
- Shared services blueprint is developed
- Transition and change management plan is put in place
- Transformation is kicked off
- Measures and metrics are agreed
- Controls and compliance framework is developed etc.
Outcomes of these services can easily be measured/realized in the following ways:
- Improved process efficiency, creative knowledge articles, case avoidance, improvement in customer feedback/ Voice of Customer scores
- Highly engaged and high performing teams
- Reduction in cycle time, minimize touch points and improved turnaround time
- Mitigate transition and transformation challenges leading to change management and project management risk
- Simplify, automate and centralize complex processes
- Move from transaction processing to center of excellence
- Establish strong governance practices
- Create data driven culture and improve measures and metrics
- Establish strong risk & BCP framework