SHARED SERVICES & OUTSOURCING NETWORK Volume 10 Issue 8 | August 2008

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Welcome Note

Hello,

Welcome to SSON's gateway e-update: what’s new

on our site, a preview of next month’s Shared
Services News, and key content from across SSON.

Inspirational thinker and author James Allen once wrote that “in all
human affairs there are efforts, and there are results, and the
strength of the effort is the measure of the result”. That was easy Next month’s Shared Services
for him to say: unfortunately, applying that measurement to News is all about keeping
shared services processes would swiftly lead to chaos. your customers happy, loyal
and in the loop. Not quite as
There may indeed be poetry in the process: but accurate and
easy as that, of course, but
relevant metrics are about a lot more than mere strength and
customer relationship
effort – they’re fundamental to any successful SSO regardless of
management is central – if
scale and scope, as Dan Melchior explains on the SSON website this
not the single differentiator –
month in his article The Fundamental Principles of Metrics. (For
in today’s services models.
numbers buffs: there’s also a metrical flavour to Dean Mayer’s
Equally important if you are
feature on the importance of accurate internal costing in the face of going to service global
proposed outsourcing) customers with a consistent
level of quality is to develop a
Elsewhere on SSON this month: global intrastructure, says
InQuira in this month’s
● Robert Simon checks out the pros and cons of Greenfield magazine: Salman Chaudhary
versus Brownfield sites when establishing a new SSC; offers five best practices in
● John Ward investigates the role of a Change Champion in implementing global support
helping those less experienced in the change journey solutions.
understand what lies ahead;
● Russ Sandlin starts a new series with a look at the top ten Sign up for next issue >>>
reasons to have a BPO presence in China. View the archives >>>

Jamie Liddell , Online Editor

Featured Article

Award-Winner's Interview: Webinars

Steve Hodgson, HMPS The value of Process
Management Frameworks
“Make sure you’ve got a team around you that knows how to do it. within Shared Services
This is not something that should be a journey of discovery: it
takes too long and it costs too much money.” more >>> Nico Alonzi, Engagement
Director, Accenture George
Back to top Group

Watch this Webinar >>>

Article Archives Offer More Stories
---------------------------------
Customer Experience or Nothing!
Customer relations and experience guru Lior Arussy or Strativity Blogs
Group on why businesses need to refine their customer focus - and
go the extra mile more >>> Checking Outsourcing?
If you want to know what’s
next in the outsourcing
Outsourcing and Management industry look at deviations
Thomas Tunstall on why the outsourcing revolution is driving away from historical norms,
management evolution more >>>> typically exhibited by change
in market volumes.
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Read More >>>

Networking Groups ---------------------------------

A different sort of announcement this issue; we are looking to find Q&A

out a little bit more about what networking groups you belong to. Moving One SSC Into Another
SSC
We have two SSCs: one
1. Which of the following networking groups do you belong to? located in Mé xico City,
another in Costa Rica.We are
c
d
e
f
g LinkedIn interested to know the tasks,
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 skills and everything about
c
d
e
f
g Google Groups
moving operations for new
c
d
e
f
g Yahoo Groups acquisitions, but the new
situation for us is when we
2. Do you subscribe to any RSS channels? move the one SSC to another
SSC...
j
k
l
m
n Yes

j
k
l
m
n No Read the answers >>>

3. If we were to develop a dedicated networking group on the below options, --------------------------------

which one would you join?
Interviews
c
d
e
f
g LinkedIn
Key benchmarking trends and
c
d
e
f
g Google Groups required capabilities for
management
c
d
e
f
g Yahoo Groups
Wouter van Gelderen – Senior
Director of Finance
Transformation, The Hackett
Submit
Group

If you do not receive a confirmation page after clicking submit, please click here.
Watch the interview >>>

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Events We are always looking to

improve our communications,
North America services and products.
12th Annual Shared Services Summit
September 22 - 25, 2008
Caeser's Palace, Las Vegas, NV If you have any comments or
suggestions regarding the
new site the new e-newsletter
South America or anything related to SSON,
Métricas para Shared Services we would love to hear them -
September 23 - 24, 2008 please email:
Hotel Blue Tree Towers Morumbi, Sã o Paulo, SP enquire@ssonetwork.com

Europe and UK
8th Annual HR Transformation: Outsourcing & Shared
Services 2008
September 11 - 12, 2008 Looking to increase your
The Cafe Royal, London, UK networking reach?

Australia / NZ We have just opened up the

Financial Shared Services SSON LinkedIn group -
September 16 - 18, 2008 allowing SSON Associate and
Rydges, Melbourne, VIC Premium members (and the
SS&O community at large) the
Asia opportunity to connect and
network on a global level.
11th annual Shared Services Week Asia 2008
August 19 - 20, 2008
Raffles City Convention Centre, Singapore If you would like to become
*Less than one week left* part of the SSON LinkedIn
group please sign up here.
>>> View all upcoming events <<<

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We want to hear from you:

e-Alerts
Who are your key thought
SSON's new e-Alerts are a great way to help you turn your services leaders? Who would you like
delivery environment into a world-class operation. Follow the below to see – or hear – interviewed
links to view the July issues of each of the e-Alerts: on SSON? From multinational
moguls to business boffins,
let’s find out who’re your Most
● e -Alert: HR Services Delivery Wanted.
● e -Alert: Finance Services Delivery
Email: Jamie Liddell,
● e -Alert: Start-Up Services Delivery Online Editor

● e -Alert: Mature Services Delivery

Ensure you sign up for the August e-Alerts at www.ssonetwork.com

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