Workshop A: Building the Infrastructure to Support a High-Performance Organization

A session at Shared Services for Government, Healthcare, Education & Not-for-Profilt

Tuesday 8th November, 2011

8:00am to 10:00am (CST)

Once the decision is made to adopt an organizational model that strives for excellence, how can you build an infrastructure that supports a successful institution? There are six key components of a performance-driven design that go well beyond simply centralizing processes. They align to create a system of governance that is the foundation upon which a successful organization should be built. Much like building a house, a stable infrastructure should start from the bottom up.

Participants will learn how to:

  • Component #1: Use products and services to allow a specific function in an organization to be run like a business and better manage its operations
  • Component # 2: Utilize activity-based costing to measure the costs of products and services provided by the organization
  • Component #3: Recover the cost of products and services via charges to the business unit for units of service rendered
  • Component #4: Establish service level agreements between the provider of a service and a customer that quantify target quantity, quality, and cost of services to be provided in a future period
  • Component #5: Create an effective performance management process using performance indicators and targeted goals
  • Component #6: Apply a best practice approach for customer relationship management

Discussion: Is it better to centralize or improve processes first? It is frequently assumed that centralization needs to take priority, but it actually is dependent on the rollout strategy.

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Time 8:00am10:00am CST

Date Tue 8th November 2011

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