June 11, 2012

Monday, June 11, 2012

KU Shared Service Center Initial Site: develop and implement

  • The initial site will be determined once the campus model is finalized.

KU Regional Shared Service Centers: to streamline job functions and improve business processes

Members of the Steering Committee and Design Review Committee continue to meet regularly to refine the KU SSC campus model. Discussions with other universities who have implemented shared service models, interviews and meetings with KU stakeholders, and examination of data are providing input into the working model for SSC at KU.

On June 4th and 5th, nine members of KU’s SSC Steering Committee spent a day and a half onsite at Oregon State University (OSU) meeting with administrators, deans and SSC managers from OSU. As a public University with a strong focus on research and a large undergraduate student body, OSU’s implementation of shared services offers a model for KU to learn from. The committee returned with key take-aways on the successes of the shared services at OSU, including:

  • Recent customer satisfaction surveys from one of the OSU SSCs serving the academic community show support for SSCs:
    • SSC staff respond in a timely manner (79%)
    • SSC staff are professional (87%) and knowledgeable (82%)
  • SSC staff are more satisfied in their new roles
    • Staff have realized the benefits of the new professional development and promotional opportunities
    • Staff reported higher job satisfactions, appreciating having a supervisor that “has their back,” colleagues who share the same challenges and work as they do, and back-up support so that they can take leave time
  • Policy compliance has increased and error rates have decreased
  • Savings were realized as OSU experienced significant growth in enrollment and research expenditures. This growth was supported without an increase in SSC staff.
  • OSU is now beginning to streamline and redesign processes, and deploy technology to enable workflow

OSU also shared the challenges faced during implementation, providing the Steering Committee with advice on key pitfalls to avoid as KU moves forward with implementation. While the OSU team underscored implementation of shared service centers will take hard work and commitment from staff and leaders throughout the University, seeing shared service centers in action, and meeting the staff who serve in the centers and are served by the centers demonstrated that service centers can make a dramatic improvement in service levels and efficiency in the University’s business processes. A full report is being compiled and will be available on the CFE web site in the next few weeks.

As the committees prepare to submit a recommendation to the CFE Executive Committee, we ask that you save the date for a town hall meeting on June 28th from 9:30–11am where we will share the SSC model for the KU campus. Look for location details on the web site soon!



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