Track D: Achieving Alignment: Cheating Business & Customer-Led KPIs

A session at 15th Annual Asian Shared Services and Outsourcing Week

Wednesday 5th September, 2012

12:05pm to 12:35pm (SMT)

SLAs are considered outdated by many mature SSOs. In order to truly gear your transformation journey to the needs of the business units, your team needs to be measured like them. Revisiting the aims of the SSO is necessary to achieve long term sustainability. Realigning goals to match the overall P&L considerations of the business rather than immediate savings from labour or wage arbitrage is an important first step in the journey to becoming a business partner. But how do you go about revamping your service delivery structure so it buoys the SSO for future success?

•Plug the gaps: Digging deep with the business to get to the heart of the process problems
•Using Business KPIs to change the perception the business has of the SSO
•Harnessing analytics capabilities to ensure high quality delivery
•Pushing your staff to be proactive and connect with the business to drive further partnering initiatives
•Showcasing the SSO to the business following successes

GV Prasad, Executive Vice President - Insurance SBU, AXA Business Services

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AXA Group

AXA is one of the world’s leading insurance and asset management groups bio from Twitter

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Time 12:05pm12:35pm SMT

Date Wed 5th September 2012

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