Introduction O perating at the front line, Shared Services have had a close-up view of the impact of COVID-19 on business operations and, indeed, have emerged as a reassuring constant in the face of general business chaos over the past five months. The pandemic has reinforced the value of the SSO model, proving it to be a sustainable element in continued business operations. As everything from production to supply chain, payments to receivables, experienced severe disruption, Shared Services have not just supported ongoing business operations, but also provided the resiliency needed to face the global crisis. Indeed, many senior leaders on SSON’s Global Advisory Board confirmed that productivity, where it did slip, did so only marginally; and that business-as- usual was quickly re-established in the newly remote environment. Nevertheless, there have been lessons learned as enterprises found themselves having to adjust quickly, and promising opportunities presented themselves. This report leverages data from SSON Analytics to highlight how these trends are playing out.
Table of Contents Shared Services Shifting Away From Traditional Model Focused On Offshore Resources
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Customer Experience Shifts Into Focus Integrating ‘Future Of Work’ Concepts Is Unavoidable
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Location And Offices Remain Key
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Data Section: Oklahoma City Offers Strong Shared Services & Back- Office Presence And Quality Talent At Competitive Costs
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Adaptability And Cross-Skilling Define The ‘Agile’ Enterprise
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Rethinking Shared Services For 2020 And Beyond
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Interview with Jeff Seymour, Greater Oklahoma City Chamber Mid-Country, Mid-Market, Multi-Options: Oklahoma City Is Building For The Future
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COVID-19: A Workforce Revolution
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Summary
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Barbara Hodge Principal Analyst and Chief Digital Content Editor Shared Services and Outsourcing Network (SSON)
Future of Work: How to rethink the Service Delivery Model as a result of COVID-19
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