In a recent article Adam Williams, Head of Shared Services for the Co-operative explained…to Retail Technology about how the implementation of eg’s work manager® into the finance shared services organisational structure was an essential part of back office operations and had “drove a lot of cost out of the business, but also value into it, in terms of what we needed to prioritise in our planning cycle of work.”
He said that by being able to report on work throughput, backlogs, service standard achievements and quality, and at the same time analyse productivity, staff skills and unit costs has been invaluable, as “within days enabled them to identify changes in capability to drive through efficiencies without effecting customer services or processing levels.”
Six years on they are still using an advanced version in the same way enabling them to take a centralised view of all work types, across multiple sites and systems had helped them avoid individual backlogs and improve end to end customer service, whilst the business has been expanding.
They are currently in the final stages of integrating the human resources, finance and information systems into the shared services model.
Williams closing comments were “eg’s systems gives us a consistent platform in terms of workflow management and allows us to take our process view back to basics and review whether we are applying them as well as we have been in the past.”
If you are interested in finding out how you can streamline your back office, contact eg on +44(0)1785 715772 or email us for your free site review.