Essential Metrics for Each Stage of Shared Services Evolution through the BOT Model

In today’s fast-paced business environment, adopting shared services is a strategic move that offers organisations cost efficiency, operational agility, and enhanced service delivery. However, the success of shared services heavily depends on the approach taken to implement and manage them. This is where the Build-Operate-Transfer (BOT) model comes into play. At AIDOSOL, we guide businesses through every stage of the BOT model to ensure their shared services journey is efficient, seamless, and measurable. Each stage of the BOT model—Build, Operate, and Transfer—requires careful planning, execution, and, most importantly, the tracking of key metrics. Let’s dive into the essential metrics that drive success in each phase of the shared services evolution.

Stage 1: Build Phase – Key Metrics for Laying a Strong Foundation

The Build phase is all about laying the groundwork for the shared services model. During this stage, organisations set up the infrastructure, hire the right talent, and establish processes. AIDOSOL helps ensure that this foundation is solid and aligned with your long-term goals.

Key Metrics:

• Time-to-launch: How quickly can the shared services be operational? Minimising delays is critical to ensuring that the build phase progresses smoothly.
• Setup cost vs. budget: Monitoring costs during setup ensures there are no budget overruns, and the project stays financially viable.
• Headcount readiness: Ensuring the right number of skilled employees are in place from day one is key for operational success.
• System readiness: Are the tools, software, and processes functional and integrated? Measuring system implementation helps prevent operational roadblocks later.

At AIDOSOL, we ensure that the Build phase not only meets deadlines but also stays within budget, offering a strong foundation for the next stages.

Stage 2: Operate Phase – Driving Efficiency and Value Creation

Once the shared services are up and running, the Operate phase begins. This is where value is generated, and processes are optimised to deliver the expected efficiency gains. The goal is to maximise productivity while maintaining a high level of service quality.

Key Metrics:

• Process efficiency: How well are the services functioning? This metric evaluates the time and effort saved in handling specific processes compared to traditional methods.
• Service quality: Measuring customer satisfaction levels and service delivery consistency ensures that shared services are meeting or exceeding expectations.
• Cost reduction: One of the core objectives of shared services is to reduce operational costs. Tracking cost savings from process optimisation is critical.
• Employee productivity: Monitoring how well employees adapt to new systems and processes helps ensure that the workforce is aligned with the business objectives.

AIDOSOL uses advanced tools and methodologies to enhance service delivery while driving cost efficiencies, ensuring that the Operate phase brings tangible benefits to your organisation.

Stage 3: Transfer Phase – Ensuring Seamless Ownership Handover

The final stage of the BOT model is the Transfer phase, where ownership of the shared services is handed over to the organisation. This is a crucial phase that requires careful management to avoid operational disruptions.

Key Metrics:

• Transition time: How quickly and smoothly can the shared services be transferred? Measuring the time it takes to complete the handover process is critical for operational continuity.
• Operational autonomy: Once the services are transferred, how self-sufficient is the organisation in running them? Tracking operational independence ensures a successful transfer.
• Knowledge transfer effectiveness: How well is knowledge transferred from AIDOSOL to the internal team? Evaluating the effectiveness of training and knowledge-sharing programs ensures the internal team is ready to manage shared services without external support.

AIDOSOL places great emphasis on ensuring that the Transfer phase is not just a formality, but a well-planned handover that equips organisations with the tools, knowledge, and confidence to run shared services independently.

AIDOSOL – Your Partner for Measurable Success

At AIDOSOL, we believe that success in the shared services evolution depends on tracking the right metrics at every stage. By focusing on the key performance indicators during the Build, Operate, and Transfer phases, we ensure that your organisation reaps the full benefits of the BOT model. Are you ready to take your shared services to the next level? Connect with AIDOSOL today to explore how we can guide your shared services journey from inception to operational autonomy.