Shared service center

As a strategy Business architecture , Shared service To customer service and Continuous improvement The core of the culture is the realization of value-oriented services, which enables the organization to focus on it in a larger scope, even on a global scale Core competence Thus enabling each business unit to create more Added value .

The earliest use of the shared service center management model is the United States Ford company, in the early 1980s, Ford set up a financial in Europe Service sharing center . With that, Dupont and General Electric Similar institutions were established in the late 1980s. In the early '90s, Hewlett Packard , Doyle, and IBM They also made such decisions one after another. Domestic enterprise Haier Group , Enn Group , China Netcom Etc are also using the shared service center management model.

Shared service Refers to the organization originally dispersed in various business units carried out Transactional work and Professional service Work (e.g. administrative logistics, maintenance support, Financial revenue and expenditure , Accounts receivable Liquidate, Complaint handling After-sales service, logistics distribution, human resource management, IT management services, legal affairs, etc.) separated from the original business unit and set up a special department to operate, so as to realize the marketization of internal services Internal customer Provide unified, professional, standardized and efficient services to create value Operation mode . Shared services enable organizations to integrate resources, improve efficiency, Reduce cost The purpose of...

There are many models for sharing services, a common model is to set up a separate center within the company/group, with other business units/departments to be associated with the center Internal customer The relationship of the shared service center is self-contained as an organization, through a set of explicit SLA ( Service level Agreement) to deliver services. It is also because of such a set of agreements that the centralized functions can be more streamlined and standardized, which can be guaranteed Service quality The consistency of timeliness At the same time, it also enables the measurement and monitoring of service quality with the help of the definition of service level standards by both sides in advance. In order not to make this center become a deformed monopoly within the company, so as to completely lose the pressure of self-improvement, some companies have also introduced Competition mechanism , Internal customer It is not limited to sharing service centers from the company Procurement service If the level of service provided internally is not comparable to the level of external service providers, internal customers will give priority to the purchase of external suppliers. This competitive pressure, forcing the internal shared service center must always be committed to constantly improve the service level, and strive to provide internal customers with always better External market High quality, timely service. A good shared service center must always focus on the following key factors:

1. Always ensure the service elements that internal customers need and care about to ensure the effect of the service;

2, always committed to cost reduction. At this point, many enterprises are informationizing or outsourcing part of procedural activities and in server Introducing the form of autonomous services to reduce costs as much as possible without compromising quality;

3. Make yourself a true business partner. To their own business needs Deep understanding To help more deeply and concretely Internal customer Create more value.

Benefits of shared service centers

The shared Service Center can provide professional services in many areas, including finance, human resource management, Information service , logistics, Material management , customer service, legal affairs services, etc. Shared service Its advantages are reflected in three aspects:

1. The primary driver for establishing a shared service center is cost reduction. There are two kinds of cost reduction: one is in Volume of business The personnel should be reduced without increasing, which is a very intuitive cost reduction; There is also a case where the volume of operations increases without an increase in personnel, which is a relative saving. As a growing company, the business is always increasing and growing fast, management Expect a small or no increase in personnel as the size of the business increases. In order to MOTOROLA Companies, for example, Company headquarters Place it in Asia-pacific region Financial services in 14 countries include General ledger The processing of accounts payable and receivables, wages, fixed assets, etc., are concentrated in China Tianjin Economic and Technological Development Area The Asian Accounting Center, which also provides MOTOROLA worldwide Accounts payable Service while the center Service personnel Only 180 people.

2. Make complex tasks simpler, more standard, and more detailed by concentrating on scale. Work efficiency And the quality will be further improved. in Shared service Under the model, various functions implement policies, Work flow The inspection standards are completely unified, the efficiency of the work is significantly improved, and the centralized management and sharing of information realizes the risk of centralized resource scheduling Centralized control . In the sharing center, the service is the focus of its work, everything is focused on the service.

3. In many businesses, the value of shared services has gone far beyond mere cost savings. Handle some tedious, repeatability When the business is strong, individual business units are able to focus more on their own Core business . And the shared service platform provides a standard working procedure to avoid regional and Business unit Between the emergence of standard execution deviation To enable more management data to be compared under a unified standard, this is undoubtedly Company management The board of directors has won the trust of shareholders. In addition, as a service center, you can develop more professional products in a relatively short time Technical standard And are promoted throughout the organization.

Disadvantages of shared service centers

Everything has its two sides, sharing service center mode in the cost saving, improve efficiency at the same time, to a certain extent there are some drawbacks. It is mainly reflected in the following two aspects:

1. The shared service center is provided to internal enterprises as a specialized operating organization Shared service In this model, the entire operation of the company is also restructured. The services previously operated by each department within the company will be jointly undertaken by the shared service center and the department, so the shared service center and the department enjoying the shared service are partners Value chain The relationship between upstream and downstream. The sectors that enjoy shared services are, as before, informational owner . In some cases, information is owned and shared Service provider Will hold different views on a business and cause conflict, affect the internal cooperation of the company, or even affect the work efficiency.

2. When a multinational company sets up a shared service center in China, it shall provide services for at least its Asian or global branches. Therefore, yes Personnel quality In particular, the foreign language level is very high. However, the business of the shared service center is mostly stylized, repeated, and a large number of simple business operations, which do not match the quality of its personnel. For example, fresh graduates with excellent foreign language skills, after working in the shared center for two or three years, are prone to boredom and a sense of uncertainty about the future of work, so as to find another way out, making the shared service center a center to provide personnel training for other departments.

Information technology sharing Service Center

Information technology sharing Service Center Unique attributes are what they offer in common within the enterprise Information technology service , include System design Data processing, information technology security, report generation, etc. In fact, the shared service center is different from the traditional centralized activities, and its services are reflected in the specified requirements of customers or users. Traditional centralized services focus on control and centralized needs, where policy and direction are set by headquarters. The nature of the shared service center is different, it focuses on quality and Customer service And pool resources to achieve a common goal. as Outsourcing service , can be passed with the shared service center Service level agreement Establish quality and service requirements.

A shared service center differs from outsourcing because in outsourcing, suppliers and customers are separated, while the information technology services of a shared service center remain in-house.

Human resource sharing Service Center

Human resource sharing Service Center The Human Resources Shared Services Center (HRSSC) is a group of companies that will work together Business unit All and Human resource management Related administrative work (e.g Employee recruitment , Compensation and welfare Accounting and issuance, Social insurance management , Personnel file Personnel information Service management , Labor contract management , New employee training Handling of employee complaints and suggestions, consultation and consultation Expert service Etc.) Get together and build one Service center . The centre provides human resources for all of the Group's business units Management service The business unit pays for its services. Through the establishment of human resources shared service center to improve the operational efficiency of human resources, better service business units. The human resources department of the enterprise group focuses on Strategic human resource management The implementation of human resources management to achieve Strategic transformation .

Human resource sharing Service Center It's a new kind Management mode It is an independent operating entity that introduces a market operation mechanism but serves the enterprise internally. It creates value through service, and its essence is information and network technology-driven Change and innovation of operation management mode.

Financial shared Services Center

What is called Financial shared Services Center (Finance Shared Service Center), that is, various enterprises Financial process Focus on a specific location and platform to accomplish, usually including financial payables, receivables, General ledger , Fixed assets And so on. This model improves efficiency, Control cost Strengthen internal control, information sharing, improve customer satisfaction and Resource management And other aspects, will bring obvious results.