GM Finance Shared Services
Queensland Urban Utilities
In the initial stages of a Shared Service establishment it is quite common to place a collection of activities in the SS that are not functioning optimally. One of the challenges is to ensure that the SS can add value to that activity. Assuming so, the next challenge is to challenge when that activity could be let go. That is devolving responsibility back to the business typically following process excellence, value optimisation and robust governance. At QUU, the Shared Service has been assessing activities that no longer belong in the centre (as well as adding more that do) and changing the value proposition from purely governance and service excellence to insights and support to the business. This has entailed devolving activities that were centralised but do not align with QUU cultural values of accountability and ownership.