Shared Services, Value, Satisfaction
[SharedXpertise Essentials] Satisfaction: The key to raising shared services value
19 Jun 2006 | (Thinking Point) | Michael Markos
By Michael G. Markos, Experient Consulting
In our first article on shared services value, we discussed the three types of value: Economic Value, Process Integrity Value, and Business Results Value. We also discussed strategies for moving up the value chain. Click here to see that article. In this follow-up article we discuss the role of satisfaction and how it is managed as a critical building block in moving up the value chain.
Satisfaction is the keystone to recognizing value in shared services just as it is when a consumer buys a product or service. When shared services leaders explore how they might move up the value chain by performing more and more sophisticated services, the first hurdle to cross is customer satisfaction. Only when the customer recognizes value in the current services, is he or she going to sign up for additional services.
To see the full article, click: 
Satisfaction shared services
Author: Markos, Michael
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