Relevance regained: Performance management in shared service centres

This report looks at the consequences of applying performance management systems in the context of shared service centre.

Including the perspectives of finance professionals and their customers, the research is based on detailed case studies of five organisations in both the public and private sectors.

The research looks at:

  • how performance of finance professionals is measured and managed in shared service centres, examining both how finance professionals support business ‘customers’ (internal and external) by providing information on and insight into organisational performance measurement and management
  • the role of service level agreements (SLAs) in relation to performance measurement and management.
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