Business unit accountability: Provide timely and accurate feedback on performance
/As business units capture performance data on the company's Shared Service Organization (SSO), they'll be able to provide timely and accurate feedback on performance. I previously covered the collection of performance data in this post. What are the correct forums to provide feedback?
- Informal feedback. There should be a good working relationship between the SSO and the Business Units. In the ordinary course of business there are opportunities to address specific issues and identify solutions. And remember, timely and accurate feedback is not only about problems. Try to catch people doing something right and let them know. Positive feedback and encouragement can go a long way.
- Process councils. As part of the governance structure, there should be periodic meetings (typically quarterly) to discuss the effectiveness of a process (i.e. procure-to-pay). A written report of the activity that quarter and the related performance metrics should be reviewed and discussed. Any deficiencies in the delivery of that service relative to the Service Level Agreement should be covered. An actionable plan to address the deficiencies should be developed and assigned to specific individuals.
- Advisory council. Consists of representatives of the Business Units, Shared Services, Finance and IT. Used to discuss high-level issues that are not process specific. As with the process councils, the Advisory should review a written report that covers the quarterly performance of the Shared Service Centers and identifies any issues that requires remediation.
