Presentations

Balancing Agility and Governance to Effectively Deliver Customer Satisfaction

Balancing Agility and Governance to Effectively Deliver Customer Satisfaction

In this presentation from SSOW 2018 Lori Burdon, Director, Portfolio and Change, Queensland Shared Services, explores:

  • Balancing the MOG changes with BAU
  • Keeping the customer at the centre
  • Lesson learned and opportunities for improvement
Implementing and Evolving a Global Shared Services Centre

Implementing and Evolving a Global Shared Services Centre

In this past presentation from SSOW 2018, Darren Fewster, Executive Director, HR Shared Services, Telstra, explores:

  • Outsourced or captive model
  • Location and establishment of Centre to support over 20 countries of operation
  • Transition of work and training of Centre
  • Key KPIs for the Centre and measuring success
  •  Identifying next steps: continuing to evolve the services and functions
Setting up a Shared Service in a University Context

Setting up a Shared Service in a University Context


In this past presentation from SSOW 2018, Peter Tow, Director, Project Management Office, Finance and Resources, University of Western Sydney, explores:

  •  Leveraging co-design to get the necessary stakeholders on board
  • Deciding which functions to incorporate into the shared service, and which to leave with the departments
  • Assessing the relative merits of a phase approach vs. the big bang
Rolling Out an Ambitious Technology Driven Projects without Compromising Business as Usual

Rolling Out an Ambitious Technology Driven Projects without Compromising Business as Usual


In this presentation from SSOW 2018 Warren Prentice, CTO, eHealth Queensland. Explores:

  • Looking at strategies to overcome the challenge of network shortcomings
  • partnering with other jurisdictions and collaborating with private partners
  • Addressing the dilemma of maintaining business as usual vs. rolling out large scale technical change programs: Strategies to avoid a duplication of effort
  • Discussing the concerns of up skilling staff and maintaining legislative commitments
Developing a Scorecard to Track your Outsourced Centre’s Progress towards Normalisation

Developing a Scorecard to Track your Outsourced Centre’s Progress towards Normalisation

In this presentation from SSOW 2018, Jessie Wu, Financial Controller, Corporate and Shared Services, Mirvac explores:

  • Creating a meaningful scorecard to track stabilization: Identifying key parameters and metrics
  • Ensuring that the scorecard is aligned with your strategy
  • Embedding your scorecard into KPIs