安达信咨询方法与工具资料库WOR

Shared Services

Methodology Deliverables

1. Opportunity Assessment Phase - Decisionable Business Case for moving forward with

Shared Services

2. Design Shared Service Center Phase - Shared Service design including, staffing, location,

systems, and migration or implementation plan

3. Implement Shared Service Center Phase - Implemented Shared Services Center including

trained staff, Performance Measurements and some type of Service Level Agreements Phase Name: Manage the Process and Enable Change

Phase Deliverables

1. See the Consulting Process Framework

Step Name: Manage the Process

Step Deliverables

1. See the Consulting Process Framework

Tasks:

Below are the key tasks for the Manage the Process Step:

1. Planning, Proposal, and Arrangement

a. Identify Need and Decide on Approach

b. Develop Workplan and Estimate

c. Define Team Structure and Skill Requirements

d. Develop Cost/Benefit Estimate

e. Prepare Proposal

f. Agree on Arrangement

2. Work Management

a. Revise Workplan

b. Set-up Project Administration

c. Collect AA Knowledge Capital

d. Deliver Services

e. Monitor and Adjust Workplan

f. Monitor Risk and Scope

3. People

a. Staff Project

b. Define Roles, Responsibilities, and Expectations

c. Delegate and Coach

d. Evaluate Performance

4. Engagement Management – Financial Management

a. Prepare Detailed Budget

b. Track Actuals and Budgets

c. Bill and Collect

5. Client Relations

a. Understand Client Expectations

b. Define Performance Measures

c. Develop Communication Plan

d. Deliver Services

e. Communicate Issues, Scope, and Status

f. Enable Change

g. Measure Ongoing Client Satisfaction

6. Project Evaluation and Wrap-up

a. Wrap up Administration

b. Measure Client Satisfaction

c. Learn & Share Engagement Experiences

d. Evaluate Project Performance & Results

Step Name: Enable Change

Step Deliverables

1. See the Consulting Process Framework

Phase Name: Opportunity Assessment

Phase Deliverables

1.Vision Document / Report

2.Business Case - Cost/Benefit Analysis

Step Name: Project Organization

Step Deliverables

1. Work plan

2. Communications plan

Tasks:

1. Finalize project objectives, goals, and approach

2. Finalize detailed work plans and calendar

3. Establish project staffing and steering committee

a. set goals

b. establish “loan” agreements for client personnel

c. assess and understand people, skills, roles, and accountability

4. Identify integration points with other company initiatives

5. Develop and roll out communication plan

6. Finalize tools for project management

7. Conduct project team training and orientation

a. team chartering

b. responsibilities

c. skill building

d. team development

8. Discuss technology strategies with appropriate information

services personnel

9. Finalize data collection package for benchmarking processes and

technology and draft interview questionnaires

10. Schedule meetings/interviews/focus groups

Step Name: Vision Development

Step Deliverables:

1. Visioning Session Report

a. Problem opportunity statement

b. Vision, Mission, and Strategic Objectives

c. Opportunity Matrix

Tasks:

1. Conduct Executive Survey/Interviews

2. Assess the Corporate Strategy

3. Hold Executive Visioning Session

a. Identify and prioritize the desired outcomes of the project

b. Define the scope and definition of Shared Services

c. Identify and assess key problems / opportunities

d. Surface and challenge project assumptions

e. Develop targets to be achieved by project

f. Determine what processes , functions, and systems are to be

included in a Shared Services analysis

g. Establish a high degree of ownership by senior management

Step Name: Interviewing and Fact Finding

Step Deliverables:

1. As-Is Process Maps

2. Activity/Transaction Analysis

3. High level information systems flow diagram

Tasks:

1. Conduct interviews/surveys

a. core process members

b. field/business unit site visits

c. customers

2. Facilitate focus groups

3. Analyze field visits and interview findings

4. Document key business process flows

5. Assess customer needs and company’s performance, as appropriate

based on processes in scope

a. customer strategies

b. customer operations

c. customer performance measures

6. Perform organizational analysis

7. Perform activity/transaction volume analysis from data collection

efforts

8. Identify key business drivers and key performance indicators

9. Assess current information systems environment and impact on

shared services

Step Name: Business Case Development

Step Deliverables:

1. Business Case

2. Change enablement plan

3. High level migration and implementation plan

Tasks:

1. Identify opportunities and prioritize

a. brainstorm

b. consolidate

c. identify quick wins

d. identify long term opportunities

e. validate with key stakeholders and similar AA engagement

experiences

2. Make Best Practice comparisons

3. Compare to external and internal benchmarks

4. Perform high level gap analysis

5. Design high level reengineered processes

6. Develop cost/benefit analysis

7. Assess long term information systems strategies

8. Develop technology alternatives

9. Review barriers and enablers to change

10. Prepare high level migration plan with resource requirements

11. Report to management

Step Name: Quality Assurance

Step Deliverables:

1. Quality Assurance Review

Tasks:

1. Utilize process and technology skills in performing the Quality

Assurance Review

2. The QA reviewer should consider reviewing the following aspects of

the project:

a. Composition of project team - team members should have a blend

of process, technology, organization, project management,

industry, and other relevant knowledge

b. Project time table and status of completion

c. Critically evaluating key analyses and hypothesis formed

d. Meet with project sponsor/key stakeholders and determine

client’s level of satisfaction

e. Evaluating project teams use of BC resources

f. Gain understanding of future risks and teams’ plans to manage

them.

3. Consider periodic status meetings with key stakeholders

4. Ensure timely and substantive steering committee meetings are held

5. Ensure client team project members actively and equally participate

in presentations

6. Evaluate key deliverables and team ability to complete the next phase

(Design Shared Services Center)

Phase Name: Design Shared Services Center

Phase Deliverables:

1.Shared Service Center Organization Definition

2.Policies and Procedures

3.Performance Measures

4.Detailed Migration Plan

5.Location Analysis

6.Defined Processes

7.Systems/Information Requirements

Step Name: Reconfirm Project Assumptions

Step Deliverables:

1. Work plan

2. Staffing plan

Tasks:

1. Reconfirm key project assumptions and goals

2. Develop a project structure including definition of sub-projects, key

milestones, and timeframe

3. Identify resources

4. Reconfirm business unit requirements

Step Name: Perform Location Analysis

Step Deliverables:

1. Location Selection Criteria

Tasks:

1. Determine location analysis criteria (LAC) including:

a. access via airports, commuter trains, highways, etc.

b. infrastructure

c. work force availability and education

d. cost of land, real estate, taxes, utilities, etc.

e. building availability

f. financial incentives

2. Review and finalize Shared Service Center requirements for the

amount and type of space

3. Develop critical path framework and cost models

4. Identify initial set of potential locations and analyze in terms of LAC

5. Narrow initial set to 2-3 sites for in-depth analysis and identification

of potential

6 Conduct in-depth analysis of potential buildings in each location,

using LAC and cost models

7. Identify 1-2 buildings for review with a selected broker

Step Name: Design Standard Processes

Step Deliverables:

1. Standardized Process Design

Tasks:

1. Evaluate the best functioning processes in each of the Business Units

to be put into the Shared Services Center

a. Perform process analysis, benchmarking, and flowcharting

b. Create workflow design and routing for the standardized process

2. Define policy changes

3. Develop plan for implementing the standardized processes

4. Assess business risk and control environment

5. Develop process performance measures

Step Name: Design Standard Processes

Step Deliverables:

1. Technical Design

2. Software Requirements and System Specifications

3. Report Specifications

4. Conversion Programs

Tasks:

1. Determine functional requirements for processes to be migrated to

the SSC

a. Develop system specifications and relationships

b. Estimate transaction volumes at site(s)

2. Evaluate capability of current functional applications to be the basis

for standardization

3. Perform software selection analysis, as required

4. Design technical infrastructure / network design

5. Define hardware including LAN, WAN, and networks

6. Develop/identify either new or enhanced core systems

7. Develop system interfaces

8. Define security requirements

9. Design reports

10. Develop conversion programs

11. Perform conference room pilot

Step Name: Develop Organization, Operating Procedures, and

Performance Measures

Step Deliverables:

1. Organization Competency Matrix

2. Shared Services Center Organization

3. Individual Performance Measures - aligned with the customer

4. Job Descriptions

5. Service Level Agreements

6. HR Issues Document

Tasks:

1. Design the SSC organization structure

a. Consider the use of process teams

b. Minimize hierarchy and levels

c. Define accountability for customer service

d. Determine staffing complements

2. Develop job descriptions and reporting relationships

a. Evaluate capacity for employees to perform multiple tasks/jobs to

create teamwork and eliminate workload peaks

b. Coordinate with the HR group/department

c. Define position titles and reporting relationships

3. Develop team based and individual performance measures

4. Assess employee competencies

5. Determine hiring and training needs

a. Design objective hiring criteria

6. Identify key employees to transfer

7. Develop and confirm severance and retention packages

8. Conduct preliminary discussions with affected employees

9. Redesign of policy and procedures to account for standardized

processes, systems, and new organization

10. Develop Shared Service Center performance measures and service

level agreements

Step Name: Pilot and Adjust Design

Step Deliverables:

1. Pilot Design

2. Pilot Test Results

Tasks:

1. Build pilot and select pilot location that has a leader who

supports/advocates the concept

2. Test processes to see if performance measures are valid and

benefits are achieved

3. Conduct user acceptance testing

4. Evaluate how the training material was accepted by users

5. Run new or standard applications, identify issues and evaluate results

6. Formally debrief results of pilots

7. Adjust overall Shared Services design as appropriate

8. Retest if needed

9. Revise implementation plan as necessary and inform business

units of new schedule.

10. Report to management

Step Name: Quality Assurance

Step Deliverables:

1. Quality Assurance Review

Tasks:

1. Utilize process and technology skills in performing the Quality

Assurance Review

2. The QA reviewer should consider reviewing the following aspects

of the project:

a. Composition of project team - team members should have

a blend of process, technology, organization, project

management, industry, and other relevant knowledge

b. Project time table and status of completion

c. Meet with project sponsor/key stakeholders and determine

client’s level of satisfactio n

d. Evaluating project teams use of BC resources

e. Gain understanding of future risks and teams’ plans to manage

them.

3. Consider periodic status meetings with key stakeholders

4. Ensure timely and substantive steering committee meetings are held

5. Ensure client team project members actively and equally participate in

presentations

6. Evaluate the Shared Services Center design

7. Review approach to implementing the detail design

8. Review overall migration strategy and evaluate the quality of the

thinking behind the assumptions, projections, timing, and

resources being considered.

9. Observe the level of management’s personal commitment and dedication

of talent to the project for implementation.

Phase Name: Implement Shared Services Center

Phase Deliverables:

1. Detailed Migration Plan

2. Change Enablement Plan

3. Operational Shared Services Center

4. Training Curriculum

Step Name: Migration Planning

Step Deliverables:

1. Detailed Migration Plan

2. Roles and Responsibilities

Tasks:

1. Review initial migration approach and update based on pilot results

2. Develop migration strategy that specifies:

a. Which business units are involved and their responsibilities

b. Assess readiness of targeted Business Units to migrate

c. Processes

d Transition timeline

3. Finalize migration investment requirements

4. Create local transition teams and schedule training for employees

a. Field training plans (including agendas, materials etc.)

b. Transition manual (includes workplans)

5 Develop organization plan for transition

Step Name: Shared Services Center Building Selection and Infrastructure

Step Deliverables: No Deliverables

Tasks:

1. Select site and building

2. Obtain draft lease and negotiate

3. Determine project oversight approach and begin buildout

4. Install infrastructure including phones, call center technology, and

network cabling

5. Implement systems including workstations

6 Finalize lease, complete buildout, determine internal property

management function

7 Move in

Step Name: Recruitment and Training

Step Deliverables

1. Policies and Procedures

2. User’s Manuals

Tasks:

1. Develop detailed policies and procedures

2. Select recruitment agencies and recruit employees

3. Develop training programs for SSC Staff and users

a. Create instructor and participant course materials

4. Train staff

5. Train users

Step Name: Migration to the Shared Service Center

Step Deliverables:

1. Service Level Agreements

Tasks:

1. The work segments for migrating each Business Unit to the SSC can

be summarized as follows:

- Project Organization

- Implementation Planning

- Local Hardware & Software Implementation

- Design, Develop & Test Conversion/Interface Modules

- Local System Test Preparation

- Local Training & Procedure Updates

- Conversion Preparation

- Local System Test

- Local Training Delivery

- Conversion

- Post-conversion Support

- Local Communications & Organization Support

2. Implement service level agreements including customer satisfaction

feedback process

a. expectations

b. roles and responsibilities

c. cost drivers

3 Implement performance measurements

4. Report to Management

Step Name: Quality Assurance

Step Deliverables:

1. Quality Assurance Review

Tasks:

1. Consider periodic status meetings with key stakeholders

2. Meet with client to determine if we are meeting expectations

3. Ensure client team project members actively and equally participate

in presentations

4. Evaluate key deliverables

5. Meet with project team members individually to revisit personal

goals and expectations, as appropriate

6. Consider project team debrief

Phase Name: Optimize and Continuous Improvement

Phase Deliverables: No Deliverables