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About This Award:


As customer expectations and behaviors have caused seismic shifts across entire industries and business
models, companies have enhanced their focus on customer experience through front, middle and back office processes. This
category will focus on how business services utilizing traditional Customer Experience (CX) tools – e.g. journey mapping, design
thinking – to achieve a consistent and seamless experience across all of the touchpoints with both internal and external customers.
This award category is focused on the strategy, methodology, benefits, and hard improvements a shared services organization
have made to improve the focus on the customer.

SSON's Shared Services & Outsourcing Impact Awards is a globally recognized, annual industry awards ceremony, which honors and celebrates SSC and service delivery teams who have exceeded industry standards in their SS&O initiatives.

Please email the completed application forms and any supporting documents to Carson.Bunting@iqpc.com


Terms and Conditions:

· In the event your organization becomes a finalist or a winner of an Award, you consent to your company's name being used in promotion for the awards program, either by IQPC directly, or by a third party member of the media covering the awards program and/or awards ceremony.

· Only one entry per company per category will be accepted but you may enter all categories if you wish!

· By submitting your application you hereby accept that you have reviewed the rules and regulations for entries, and agree that all information contained within each entry is 100% accurate.

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* 1. Your Organization

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* 2. This application represents Shared Service Centers (SSC) located in the following geographic area:

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* 3. Do you grant IQPC the right to publish key metrics and promote winners of awards?

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* 4. Which best describes your organization’s industry?

 

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* 5. What is the date your SSO started? (MM/DD/YY)

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* 6. Date Shared Service Operations Started (MM/DD/YY)

Date

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* 7. Please list any awards previously received for your SSO.

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* 8. What is the total FTE (Full Time Equivalent) headcount in your SSC(s) considering captive and retained team members?

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* 9. What is the total FTE (Full Time Equivalent) headcount in your SSC(s) considering only outsourced members?

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* 10. Region of your CURRENT Area of Responsibility (select all that apply):

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* 11. What functions is your SSC(s) responsible for:

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* 12. For all the business units served by the SSC applying for this award:

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* 13. Provide a brief synopsis of your organization and SSO: (200 Word Limit)

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* 14. Customer Centricity in Shared Services can take many forms: understanding and meeting customers’ expectations, effective management of customer needs, designing the experience, complaints resolutions, developing the metrics that matter and encouraging feedback that drives continuous improvement.

·  What were the business objectives of the customer centricity strategy? E.g. increased service levels, buy in for new services, improve efficiency etc.?

·  How was this project related to a strategic business priority?

·  What customer challenges you were trying to reduce or customer interactions were you trying to improve on?

·  Which process or processes were subject to this improvement?

·  What value was created as a result of the customer centricity strategy?

Please specifically describe and quantify the benefit that you were trying to achieve, whether cost savings, cost avoidance, roles eliminated, efficiency improvement, increase in customer satisfaction etc. (Maximum 400 words)

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* 15. Tell us your improvement methodologies/framework

·  What were the specific steps which led to the customer centricity improvement?

·  Was there any innovation or tailoring of the customer centricity framework that were employed by the team?

·  How long did it take? What was the timeframe and stages?

·  Who worked on the improvement? Were consultants or specialists used?

·  Technology used – What packages or technology did you purchase or use?

·  Did you use an improvement methodology? E.g. Kaizen, Six Sigma, Lean? What part did this play?

·  Did you encounter any resistance internally for this change – and how did you overcome it? (Maximum 1000 words)

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* 16. Describe the impact of customer centricity

·  What has been the hard improvement vs. the original objective or aim? Please quantify with clear metrics.

·  Has there been any company-level strategic benefit (e.g. competitive advantage) already accruing from this effort?

·  What has been the response internally and externally to the improvement? Please detail any changes in customer or employee satisfaction.

·  Has the change had unexpected benefits on other areas, employees, processes? (Maximum 400 words)

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* 17. Describe any challenges during the implementation you had to overcome:

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* 18. What are three lessons you have learned from this experience / achievement?

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* 19. Describe any internal or external recognition won by this project.

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* 20. Finally, why is this project distinctive or different from other process transformation and value creation projects in the industry?

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