Shared Services are, in fact, well-positioned to manage FoW rollouts as they have been taking the lead in business model change for years, successfully determining who, where, and how work is done to improve performance. Today, the challenge is to develop new capabilities that support agility in the face of internal and external shifts, while at the same time ensuring a positive employee experience and customer engagement.
● ● First, the nature of work itself, eliminating non-
value adding tasks and driving touchless . ● ● Second, given a remote
element to the workforce , flexibility and new management routines will be key, in addition to integrating more digital and gig workers. ● ● Third, given the right infrastructure, work can be done anywhere, so workplace is being reconsidered to include home or hubs. ● ● Finally, new workways are primarily about a changed mindset in support of productivity, connectivity, transparency, and experience within an increasingly virtualized and automated environment.
Four dimensions in successful FoW According to SSON’s recently published report: “Future of Work: the shape
of things to come,” there are four critical dimensions that enterprises need to address right now:
Future of Work: How to rethink the Service Delivery Model as a result of COVID-19 8
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