As organizations continue to adopt the shared services model of HR, there are some clear benefits they expect to see: an overall reduction in cost and an increase in service quality. However, these seemingly simple outcomes are not so easy to measure. While most organizations track their HR shared services metrics it is not always clear that they are tracking those that indicate whether they are delivering on the promise of lower cost and higher quality.
By understanding the key indicators of HR shared services quality and efficiency; organizations can better determine where they are succeeding and where they are in need of improvement. If there are clear connections between the strategic goals of an organization and these metrics, leaders will better understand the impact of investing time and energy in their shared services program.