Building a High-Impact Shared Services Organization with Continuous Improvement
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In today’s dynamic business landscape, shared services organizations (SSOs) must evolve to remain competitive, efficient, and scalable. Continuous improvement (CI) serves as a critical enabler, fostering operational excellence, cost efficiency, and service innovation. Join us for an insightful webinar designed for shared services leaders, process owners, and CI professionals. We will explore the evolving role of continuous improvement within SSOs, from foundational process enhancements to enterprise-wide transformation.
Key topics include:
• How CI drives efficiency, quality, and service agility in SSOs.
• Understanding the stages of CI development, from ad-hoc initiatives to a structured, embedded capability.
• Defining responsibilities across process improvement, automation, and change management.
• CI methodologies that can support business growth and diversification within shared services.
• Essential CI Competencies & Skills, that drive sustainable impact, including problem-solving, data analysis, and stakeholder engagement.
• Real-World Case Studies highlighting CI initiatives that improved service delivery and operational efficiency.
Whether you are launching a CI function or advancing an existing one, this session will provide practical insights and strategies to elevate your shared services organization. Don’t miss the opportunity to gain actionable knowledge from industry experts and real-world success stories. Register today and take the next step toward continuous improvement excellence!
Speakers
Molly Donofrio
Partner
ScottMadden
Molly Donofrio is a strategic advisor and leader in human resources and change management. She is the lead of the HCM practice area at ScottMadden and she has led successful consulting engagements in human resources, shared services, technology solution implementation, process improvement, service center design and implementation, and change management. Molly joined ScottMadden in 2006 after receiving an M.B.A. in marketing and consulting from the School of Business at Wake Forest University. Prior to attending Wake Forest, Molly worked for as a project manager for Cato Research, a global contract research organization for pharmaceutical strategy and development. Molly earned a B.S. in biology from the University of North Carolina in Chapel Hill.
Jonathan Luk
Partner
ScottMadden Inc.
Jonathan Luk began his career at ScottMadden in 2014 and is a partner in the firm’s Corporate & Shared Services practice. Jon’s expertise includes evaluating, designing, and implementing multifunction shared services across human resources, finance, and IT. Jon’s expertise includes merger and acquisition integration, organizational design, strategy development, technology selection, design, and implementation, and program management. He leads large-scale projects across various industries, including professional services, healthcare, retail, and manufacturing. He is a frequent speaker to C-Suite leadership at shared services and technology conferences. Jon holds an M.B.A. from Goizueta Business School and a B.A. from Emory University.
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