Avaali Solutions enables Shared Service Centers(SSc's) deliver high performance. We help SSC’s create and execute their strategy across key business processes with rigor

1. 1
BEST
PRACTICES
FOR
SHARED
SERVICE
CENTRES
The
shared
service
centre
(SSC)
is
a
very
critical
backbone
for
the
entire
enterprise.
If
kept
functioning
at
optimal
efficiency,
it
can
help
deliver
high
performance,
contribute
to
major
cost
reductions
and
improve
governance
and
compliance
for
any
enterprise.
Today,
shared
services
are
integral
to
the
leadership
team
of
the
enterprises
they
serve.
In
the
past
few
years,
shared-­‐service
is
making
its
strongest
re-­‐emergence
as
a
delivery
model
for
over
a
decade.
Close
to
25%
of
enterprises
are
heavily
re-­‐
investing
in
their
shared
services
operations.
This
is
led
by
changing
expectations
of
internal
customers
that
itself
is
being
driven
by
fast
pace
of
business,
where
cycle
time
to
revenues
determines
competitiveness
and
leadership
for
any
enterprise.
Today’s
business
users
are
constantly
moving,
always
connected
and
more
informed
than
ever
with
access
to
latest
tools
and
technologies
to
help
them
function
better.
Business
users
want
their
shared
services
to
deliver
SLA’s
with
better
operational
analytics
capability.
They
want
a
more
savvy
and
creative
support
talent
who
are
able
to
function
flawlessly,
with
agility
and
engage
better
with
stakeholders
to
help
them
get
to
the
next
level.
In
the
recent
past,
high
performance
SSCs
are
achieving
this
by
leveraging
technology
in
a
big
way.
Given
that
many
of
these
SSC’s
are
operating
based
on
a
hub
and
spoke
model,
they
leverage
technology
to
ensure
better
adherence
to
process
standardization
with
automated
checks
and
validations,
workflows
and
approvals
leading
to
postings.

2. There
is
a
common
pattern
in
the
way
high
performance
shared
services
deliver
results
for
key
business
processes:
Order
to
Cash:
With
a
strong
focus
on
reducing
DSO’s,
the
SSC
typically
ensures
that
not
only
credit
limits
are
clearly
set
and
communicated
to
customers
from
time
to
time,
but
also
ensures
that
there
are
minimal
outstandings
from
customers.
One
of
the
key
pain
areas
that
they’ve
addressed
really
well
is
to
ensure
immediate
visibility
to
the
payments
that
customers
make
and
applying
such
receipts
to
open
invoices
correctly.
While
this
is
seemingly
logical,
it
is
often
discounted
and
not
followed
through
with
rigor,
being
a
largely
manual
process.
High
performance
SSC’s
ensure
that
:
-­‐ They’re
able
to
capture
information
from
cheque
/
bank
remittance
2
advice,
validate
and
match
to
open
invoices
-­‐ Identify
any
exceptions
and
automate
workflows
/
approvals
-­‐ Maintain
complete
audit
trail
of
entire
process
-­‐ Continuous
online
visibility
-­‐ Reporting
based
on
SLA’s
Order
Processing:
High
performance
SSC’s
follow
best
practices
of
ensuring
that
they
send
order
acknowledgement
to
end
customers
capturing
key
inputs
from
the
order
and
further
communicate
the
expected
timeline
to
delivery,
credit
period
etc.
In
case
of
any
delay,
they
ensure
that
the
customer
is
automatically
intimated
and
any
resulting
escalations
/
exceptions
is
handled
appropriately.
Documents
relating
to
the
order
execution
including
end
customer
PO
are
always
archived
and
linked
to
the
ERP
transaction
for
future
reference.
Procure
to
Pay:
High
performance
SSC’s
have
completely
automated
the
P2P
process.
Purchase
requisitions
from
various
parts
of
the
organization
are
processed
centrally
and
routed
to
relevant
stakeholders
for
approvals,
followed
by
automatic
PO
creation
in
the
ERP
system.
Paper
invoices
are
scanned
and
subjected
to
OCR.
They
have
applications
to
automate
matching
of
information
in
the
invoice
to
the
purchase
order
and
goods
receipt
note
and
identify
any
exceptions.
Notifications
and
alerts
are
sent
to
the
relevant
stakeholder
and
any
approvals
are
automatically
handled.
All
documents
in
this
process
are
archived
and
linked
to
ERP
for
audit
and
easy
reference.
As
a
result
of
better
visibility
into
the
payment
cycle
per
vendor,
high
performance
SSC’s
deliver
results
via
better
discounts
with
their
vendors.
The
entire
process
is
automated
leaving
no
room
for
errors.
Regular
dashboards
are
sent
to
the
leadership
team
detailing
outstanding
liabilities,
payment
cycle
time,
discounts
received
etc.
Managing
customer
requests
for
posting:
High
performance
SSC’s
automate
such
processes
via
forms
that
allow
capturing
of
key
information
from
customers

3. for
them
to
post
to
their
MDM
/
FI
related
transactions.
This
ensures
that
audit
trails
are
appropriately
maintained
and
SLA’s
for
such
postings
are
tracked
and
reported.
All
workflows
relating
to
such
postings
are
also
fully
automated.
HR
and
related
processes:
High
performance
SSC’s
digitize
all
paper
based
documents
for
HR,
Travel
receipts
etc.
and
integrate
documents
into
their
ERP
transactions
for
ready
visibility.
Important
documentation
is
archived
and
kept
for
future
reference.
All
exceptions
and
workflow
approvals
are
automatically
driven.
High
performance
shared
services
run
like
a
separate
business
with
strong
leadership
who
is
able
to
initiate,
manage
change
well
and
set
the
expectations
with
the
leadership
and
key
stakeholders.
They
exercise
tight
control
on
costs,
governance
and
compliance
and
process
standardization.
They
ensure
that
they
manage
increasing
customer
demands
by
creating
a
scalable,
agile
and
responsive
process
whereby
all
redundancies
are
eliminated.
Avaali
Solutions
enables
SSC’s
deliver
high
performance.
We
help
SSC’s
create
and
execute
their
strategy
across
key
business
processes
with
rigor.
To
know
more
about
our
offerings
for
SSC’s
please
visit
www.avaali.com
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