Isn’t “shared services” just another term for “centralization”?
Shared services are different from centralization in that the number one focus is on customer satisfaction through efficient, streamlined and standardized processes, well‐trained employees and cost reduction. Customers and stakeholders are integrally involved in the governance structure of shared service centers and provide regular input on the cost and quality of service. These operations are also managed through service level agreements developed with customer input and the shared service center is held accountable for meeting these service standards.
