SSON Glossary: Key Performance Indicator (KPI)
Metrics and/or factors that are used to assess the success of employees, groups of employees, systems, and the overall organization. They should serve to accurately indicate performance against key objectives, thus serving as a worthwhile barometer of the efficacy of an organization and its strategies. How a business defines and manages against its core KPIs has significant ramifications for the entire customer experience.
Summary Report: Top 20 Most Admired SSOs & GBS 2022 Benchmarking Analysis
September 12 by Syazana Lim
This summary report provides a preview of the results from the Top 20 Most Admired Shared Services Organizations (SSOs) and Global Business Services (GBS) benchmarking study 2022.
Global Business Services (GBS): A Beginner's Guide
September 02 by SSON Editor
In this guide, you will find a definition of Global Business Services, how GBS is different than the typical shared services model, and the pros and cons of a GBS model.
Managing for the Future of Work: Human-Centered Management & The Employee Experience
July 27 by Connie Steele
The world of work has changed, over the last 20 years... or even the last two years. But the way we run our organizations and manage our people? It hasn’t changed at nearly the same rate.
Top 3 Takeaways From IA APAC
May 18 by Evan Beebe
This analysis will point out some key takeaways from IA APAC that can help your business continue successfully automating processes.
Performance Tracking & Management
October 10 by Filippo Passerini
How do you maximize GBS performance and reputation while delivering service levels? Perception! That’s a perfidious companion for every service leader.
Q&A: Key Performance Indicators (KPIs) for Shared Services Centers
January 10 by Shared Services & Outsourcing NetworkIn this article, we answer some of the most popular questions when it comes to KPIs for Shared Service Centers!
