Continuous Improvement: a Little "Retro" is a Good Thing

Increasing the performance of a shared service operation, whether in-house or outsourced, is a major key performance indicator (KPI). There are always new targets and pressures to reduce costs, increase services, improve quality and ensure compliance. The cycle can, at times, appear to be never ending. Earlier this year I wrote about AI and Robotics and its impact on shared service centre (SSC) operations. Outsourcing providers will lead the investment in RPA (Robotics Process Automation), especially in areas that reduce the number of employees they need to attract and retain to service the clients in their portfolio. But what are the techniques that most organisations use to drive service performance?

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