A way to better effectiveness drives through analytics

Solutions for Shared Services Center

In recent years more and more Shared Service Centers (SSC) have been created; their task is collecting in one place companies’ operations from divisions scattered all over the world. The main aim of SSCs is cost reduction achieved thanks to the scale effect. Nowadays, however, an equally important reason is the raise of effectiveness and quality. Shared Service Centers become Competence Centers that streamline operations and deliver know-how and expertise in every area of the operations.

However, you can improve only what you measure, as the saying goes. Regular tracking of KPI statistics facilitates contract settlement, check of the SLA (Service Level Agreement) compliance, and evaluation of the implemented procedures or IT solutions efficiency. Constant measurement serves also as a basis for deploying programs like Continuous Improvement or LEAN Management.

Surprisingly, KPI monitoring proves to be a great idea not only in Shared Service Centers but also in any organization that has abundant operations (e.g. thousands of invoices posted yearly) that have not been outsourced from the company.

Here are examples of analysis areas in a finance shared service center (accounts payable, accounts receivable, bank operations, etc.):

  • measurement of the work volume, essential for contract re-negotiation and evaluation of employment (volume of invoices scanned and invoices posted, volume of issued invoices settled with payments, volume of settled work travels, operations within the group),
  • measurement of the quality (registering invoices on time, payment blocks, paying invoices on time, settling travel expenses on in time, satisfaction of the internal customer, arrangements within the group),
  • measurement of the efficiency (number of postings per FTE, percentage of electronic invoices, percentage of invoices posted automatically, percentage of invoices posted to an order),
  • measurement of the safety (double bookings and payments prevention, one-time vendor bookings, invoices booked without an order).

For such a cross-sectional analysis it is necessary to connect information from many systems. The basic source are ERP systems and document workflow systems. Supplementary sources will be database systems (HR data, worktime registration system, scanning systems and OCR, backup systems).

Qlik Sense allows to connect data from all sources, keeping all necessary dimensions and even the biggest detail of the data. The technology of the system enables to create both dashboards with general information on each business area and interactive reports with the possibility of drilling down to the very detail. This results in narrowing the analysis down until we get a precise answer to the question asked at the general view. Thanks to the self-service function Qlik Sense enables the users to create their own visualizations, comparisons or reports.

Qlik Sense will be also good at regular results presentations during management meetings. The narration functionality enables to create data presentation sheets with notes and with a possibility to come back with one click to the source chart/report.