We are at a point in the evolution of the delivery of support services (i.e. non-core functional shared services and outsourcing) where many companies have a very complex delivery environment—an environment with multiple service providers each with a different set of goals and employees who may feel disenfranchised. Add to this, the fact that service delivery organizations, both internal and external, have a sole focus on their metrics causing them to lose touch with the retained organization and the ability to address a company’s changing needs in a timely manner. The result is that we are on the verge of creating a highly ineffectual, dysfunctional support services environment.
This whitepaper explores what companies must consider when addressing the complexity of their support services structure and the consequences of the implementation of multiple solutions.
Bill Frech is an accomplished Senior Executive with deep experience in driving change and helping companies optimize support services. Recognized industry expert in Shared Services and Outsourcing design, implementation and operation.
You can reach Bill at: bill.frech@candidadvisors.com
