--- title: 3 Mistakes to Avoid when Implementing Shared Services description: Implementing HR shared services can often leave you overlooking key aspects. The Neocase experts show you how to avoid these 3 key mistakes here. --- [![Neocase BY Sopra HR-07](https://blog.neocasesoftware.com/hubfs/Neocase%20BY%20Sopra%20HR-07.png) ![Neocase BY Sopra HR-07](https://blog.neocasesoftware.com/hubfs/Neocase%20BY%20Sopra%20HR-07.png)](https://www.neocasesoftware.com) - Product - [![](https://neocasesoftware.com/wp-content/uploads/2024/08/file-text-icon.svg)Solutions](https://www.neocasesoftware.com/hr-solutions/) - [Neocase HR](https://www.neocasesoftware.com/hr-solutions/neocase-hr-solution) - [Neocase HR Ready](https://www.neocasesoftware.com/hr-solutions/neocase-hr-ready-solution) - [Neocase Employee Journey](https://www.neocasesoftware.com/hr-solutions/neocase-employee-journey) - [Neocase Employee Relations](https://www.neocasesoftware.com/hr-solutions/neocase-employee-relations) - [![](https://neocasesoftware.com/wp-content/uploads/2024/08/grid-icon.svg)Modules](https://www.neocasesoftware.com/hris-modules) - [Self-Service Portal](https://www.neocasesoftware.com//hris-modules/hr-self-service-portal) - 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[![](https://www.neocasesoftware.com/wp-content/uploads/2024/08/at-sign-icon.svg)Neocase by sopra HR](https://www.neocasesoftware.com/about-neocase) - [![](https://www.neocasesoftware.com/wp-content/uploads/2024/08/users-icon.svg)Partners](https://www.neocasesoftware.com/our-partners) - [Support](https://onlinesupport.neocasesoftware.com/) Loading... × ## Book a demo now ## And see it in action Your details are 100% safe - ### We will endeavor to get back to you within 24 hours and will schedule a demo based on availability - ### The demo will be provided remotely to you and will last approximately 60 minutes × ###### [HR Service Delivery](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) # 3 Mistakes to Avoid when Implementing Shared Services Posted on [September 13, 2016](https://blog.neocasesoftware.com/hr-service-delivery-posts/3-mistakes-avoid-implementing-shared-services) by [Jim Watson](https://blog.neocasesoftware.com/author/jim-watson) [Home](https://www.neocasesoftware.com/) > [Neocase Blog](https://blog.neocasesoftware.com/hr-service-delivery-posts/3-mistakes-avoid-implementing-shared-services) > **3 Mistakes to Avoid when Implementing Shared Services** The 3 Mistakes described here have been selected from a lengthier catalogue of errors recently published by [SSON News](http://www.ssonetwork.com/vertical-industry-insight): [Top 10 Mistakes When Implementing Shared Services](http://www.ssonetwork.com/business-process-outsourcing/articles/top-10-mistakes-when-implementing-shared-services).   I encourage you to download and read the complete document. The 3 of the 10 described here are 3 that I’ve personally witnessed on multiple occasions, and therefore, feel compelled to shout about!  They include: 1. **Not measuring costs or service levels before moving to a shared services** 2. **Not documenting processes and work streams pre-implementation** 3. **Fighting the battles of yesterday instead the battles of tomorrow** **Not measuring costs or service levels before moving to a shared services** Peter Drucker is famous for saying, “[You can’t manage what you can’t measure](https://www.thebalance.com/you-can-t-manage-what-you-dont-measure-2275996).”  For a shared service center that’s up and running, and feeling pretty good about the results they’re producing, it’s difficult to prove those results through numbers if you don’t have existing benchmarks.  For example: **Here’s a sample conversation 3 months into the live implementation:** - **Bob, the call center manager:** “We’re really processing a lot of employee requests every day, and we’re doing it quickly and efficiently.  Way more than before!” - **Jane, Bob’s director:** “How do you know?  What are you comparing it to, Bob?” - **Bob:** “That’s a good question Jane.  Unfortunately, we don’t have any statistics from before we moved to shared services. - **Jane:** “That’s too bad.  Comparative numbers would have made a great slide to demonstrate our value at next week’s executive team meeting.  The execs *could have* been impressed by our work.” ![tape-measure-with-hand](https://static.hsstatic.net/BlogImporterAssetsUI/ex/missing-image.png) **Not documenting processes and work streams pre-implementation** You’ve documented your mission, you’ve assembled your project team and assigned roles, and you’ve determined what processes and transactions will be managed within the shared service center.  And gosh darn it, you’ve even measured costs and service levels from the “current state.” The technology implementation planning has begun – in fact, you’re defining the onboarding process as it will be configured into your case management solution. - **Mary, the process lead:** “The process begins with the hiring manager selecting the tools the new-hire will need for his or her job – cell phone, laptop, security pass, etc.” - **Roberto, an HR Business Partner:** “Don’t we want the process to start with HR sending a welcome letter to the employee, along with forms to fill out.  *Then* we move to the hiring manager.” - **Mary:** “Actually, we’re going direct the new-hire to the Portal, so they can complete the forms on line.” - **Brenda, from IT:** “We can’t give the new-hire access to the Portal until they’ve been set up in Active Directory. - **Jason, the technology vendor project manager:** “You’ll need to iron all this out, before we can spec the process for configuration. The problem is, if we have to do this with too many processes, it can push back our go-live date.”   **Fighting the battles of yesterday, not those of tomorrow** “Too often, the design team works to deploy a common business process that is geared for the business profile of yesterday,” cautions [Peter Allen](https://www.linkedin.com/in/paallen), Group President, Strategy & Business Development at CSC. The “business profile of today” in a shared service center often includes technologies that were not present during the “business profile of yesterday.”   New technologies offer new opportunities for improvement, especially when it comes to business processes.  Simply mapping the old processes into the new technologies is short sighted.  It will sell you short on the improvements that are possible through the new technologies.  In Boston, we like to call this “[paving the cow paths](https://www.agileconnection.com/article/paving-cow-paths).” Before implementing a new technology, take time to understand the possibilities that the new technology offers for positive change.  Then go back, and think about how you can revamp existing process to take full advantage of what the new technologies have to offer. So there you have it – 3 mistakes to avoid in your shared services implementation.  But remember, those aren’t the only gotcha’s to look about for; there are 7 more that you can learn about in SSON’s [Top 10 Mistakes When Implementing Shared Services](http://www.ssonetwork.com/business-process-outsourcing/articles/top-10-mistakes-when-implementing-shared-services). If you are wondering whether your shared service centre would benefit from HR technology, read about our [HR software](https://www.neocasesoftware.com/solutions/solution-hr-power/), or why not give us [call](https://www.neocasesoftware.com/company/contact-us/)? Share this post ![Jim Watson](https://blog.neocasesoftware.com/hubfs/JWA.jpg) ##### Jim Watson Jim Watson is a Sr. Solution Consultant for HR Service Delivery at Neocase Software, and has been helping clients improve their Employee Experience, HR Productivity and Service Center Efficiency for over 10 years. He lives on the coast of Maine where he enjoys reading, writing and rowing which inspire his pursuit of the Perfect Service Experience! ### CATEGORIES - [HR Service Delivery (231)](https://blog.neocasesoftware.com/tag/hr-service-delivery-posts) - [Press (34)](https://blog.neocasesoftware.com/tag/press) - [Experience collaborateur (33)](https://blog.neocasesoftware.com/tag/experience-collaborateur) - [Case Management (31)](https://blog.neocasesoftware.com/tag/case-management) - [Self-Service Portal (29)](https://blog.neocasesoftware.com/tag/self-service-portal) - [Product (26)](https://blog.neocasesoftware.com/tag/product) - [Employee Experience (22)](https://blog.neocasesoftware.com/tag/employee-experience) - [Knowledge Base (22)](https://blog.neocasesoftware.com/tag/knowledge-base) - [Best Practices (21)](https://blog.neocasesoftware.com/tag/best-practices) - [Business Process Automation (20)](https://blog.neocasesoftware.com/tag/business-process-automation-posts) - [Digital transformation (15)](https://blog.neocasesoftware.com/tag/digital-transformation) - [Feature (14)](https://blog.neocasesoftware.com/tag/feature) - [Artificial Intelligence (13)](https://blog.neocasesoftware.com/tag/artificial-intelligence) - [Future of HR (13)](https://blog.neocasesoftware.com/tag/future-of-hr) - [Fosway (11)](https://blog.neocasesoftware.com/tag/fosway) - [Partner (11)](https://blog.neocasesoftware.com/tag/partner) - [Employee Journey (10)](https://blog.neocasesoftware.com/tag/employee-journey) - [Employee Relations (10)](https://blog.neocasesoftware.com/tag/employee-relations) - [Events (10)](https://blog.neocasesoftware.com/tag/events) - [COVID-19 (8)](https://blog.neocasesoftware.com/tag/covid-19) - [Employee Document Management (8)](https://blog.neocasesoftware.com/tag/employee-document-management) - [Customers (7)](https://blog.neocasesoftware.com/tag/customers) - [Onboarding (7)](https://blog.neocasesoftware.com/tag/onboarding) - [Neocase HR (6)](https://blog.neocasesoftware.com/tag/neocase-hr) - [EDM (5)](https://blog.neocasesoftware.com/tag/edm) - [Chatbot (4)](https://blog.neocasesoftware.com/tag/chatbot) - [Data Confidentiality (4)](https://blog.neocasesoftware.com/tag/data-confidentiality) - [Manufacturing (4)](https://blog.neocasesoftware.com/tag/manufacturing) - [Analytics (3)](https://blog.neocasesoftware.com/tag/analytics) - [ERM (2)](https://blog.neocasesoftware.com/tag/erm) - [Monthly Updates (2)](https://blog.neocasesoftware.com/tag/monthly-updates) - [News (2)](https://blog.neocasesoftware.com/tag/news) - [Reporting (2)](https://blog.neocasesoftware.com/tag/reporting) - [Webinar (2)](https://blog.neocasesoftware.com/tag/webinar) - [offboarding (2)](https://blog.neocasesoftware.com/tag/offboarding) - [Gartner (1)](https://blog.neocasesoftware.com/tag/gartner) - [Health and Safety at work (1)](https://blog.neocasesoftware.com/tag/health-and-safety-at-work) - [Professional Services (1)](https://blog.neocasesoftware.com/tag/professional-services) - [Quality of work (1)](https://blog.neocasesoftware.com/tag/quality-of-work) - [Shared Cervice Center (1)](https://blog.neocasesoftware.com/tag/shared-cervice-center) - [Success Story (1)](https://blog.neocasesoftware.com/tag/success-story) - [What is..? (1)](https://blog.neocasesoftware.com/tag/what-is) - [Workday connector (1)](https://blog.neocasesoftware.com/tag/workday-connector) See all     ## See the Power of [HR Service Delivery](https://info.neocasesoftware.com/book-demo?hsLang=en) [Book a demo now](https://info.neocasesoftware.com/book-demo?hsLang=en) Blog articles you don’t want to miss directly in your inbox What is Neocase and how does it help HR teams? Neocase is a cloud-based HR service delivery platform that automates HR processes, improves employee experience, and optimizes shared service center operations. It helps HR teams reduce manual tasks, increase efficiency, and deliver faster, more personalized services. What are the main features of Neocase HR solutions? Neocase offers a wide range of features, including: - **Case Management** for handling employee requests efficiently - **Knowledge Base** for self-service and quick answers - **Document Management** for secure storage and compliance - **Employee Self-Service Portals** for easy access to HR services - **AI-powered Automation** to streamline workflows and reduce response times - **Reports and Analytics** to monitor HR performance and manage key indicators. Can Neocase integrate with existing HR systems like SAP SuccessFactors or Workday? Yes. Neocase integrates seamlessly with leading HRIS platforms such as SAP SuccessFactors, Workday, and others. These integrations ensure smooth data exchange and process continuity without disrupting your existing HR ecosystem. How does Neocase ensure data security and compliance? Neocase is ISO 27001 certified and fully GDPR compliant. The platform uses secure cloud architecture, encryption, and strict access controls to protect sensitive HR data and maintain compliance with global regulations. Is Neocase suitable for global organizations and multi-language environments? Absolutely. Neocase supports multi-country deployments, multiple languages, and localization features, making it ideal for global organizations with diverse workforces. How can I request a demo or learn more about pricing? 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