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MAKE IT A COLLABORATION,
MAKE IT LEAN
HOW SHARED SERVICE MANAGEMENT CAN MAKE YOUR ORGANIZATION LEAN
Shared Service Management is an important development in the
collaboration between an organizations supporting services. The Lean
management philosophy is also becoming more popular. Both offer many
advantages for the organization and the end user. But did you know that
Shared Service Management also makes your organization more Lean?
always come first. What does he want to pay for? Lean says: only do
that which is of value to your customer. This sounds logical, but how
Value, Value Stream, Flow, Pull, and Perfection. Combined, they lead
same costs.
whether they have to send their request to HR, Facilities or IT. They
the customer who processes his request, so long as the services can
you work towards making your service management more Lean. This is
TOPdesk Publications
Service management developments | autumn 2014
to delivery. Which steps add value for the customer? The steps without
value must be eliminated or minimized.
In Shared Service Management, the value stream is improved when
the supra-departmental processes are coordinated to form a single
shared process. Think for instance of a common process, such as an
the customer asks for them, and that they are then supplied on time.
This is a tricky principle, and can only be adhered to when the value
stream is mapped and there is flow in the process. Only then can the
process be controlled and predicted.
In Shared Service Management, the Pull principle is apparent when
such as a laptop, access pass and mobile phone if they are just going
you bring the different processes together. This enables you to fully
to collect dust for months. In this time, the price of the products may
drop, or a newer product may become the new standard. When the
you can determine when these items must be ordered so that the new
for the position change, after which all departments know they can
employee has everything they need to get to work on their first day.
striving for perfection. Lean says that you can never reach perfection, but
striving for it is important. Continue improving by taking small steps.
With Shared Service Management, you strive for completely
the future, you will not speak about IT, Facilities and HR, but that
the departments must join forces with regard to tools, processes and
the service desk, with each department maintaining its own areas of
expertise.
are mutually dependent to a certain extent. The first step is often that
the short term, but the important thing is the steps you take in
mobile phone, and which company car. When these departments work
in the same tool, everyone can see the progress. In addition, the tool
improved services.
makes sure that the task is not visible until it can be picked up. This
prevents unnecessary obstructions.