Cultivating Performance in Shared Services: The 6 C’s of World Class Performance
Performance is not just a goal; it’s a journey. A journey that requires candor, a clear compass, a steady cadence of forward progress, continuous construction, and an unwavering commitment to chasing perfection. These are my 6 C’s to cultivate world-class performance:
Candor is about being open, honest, and direct in our communication. It’s about creating a culture where feedback is welcomed, and transparency is the norm.
Compass provides direction. It’s our strategic vision that guides our actions and decisions. It’s about knowing where we want to go and charting the course to get there.
Cadence refers to the rhythm of our operations. It’s about establishing consistent patterns of action and ensuring that our processes and systems are in sync with the needs of our business partners.
Construction is about building robust systems and processes. It’s about designing our operations to be resilient, flexible, and capable of meeting the changing needs of our business.
Continuous Improvement is the heartbeat of our operations. It’s about constantly looking for ways to do things better, faster, and more efficiently.
Capitalize on Opportunities. These opportunities could be in the form of new technologies, market trends, or changes in business needs. Innovation is key to capitalizing on opportunities. I believe in dreaming big – with "Big T" Transformation dreams. These are transformative ideas that can revolutionize our operations and create significant value. But we also value the "little t" transformation advances - incremental innovations that can make your processes more efficient, reduce complexity, and improve service delivery.
Effective change management is crucial in this journey.
It’s about starting where we are, using what we have, and doing what we can.
It’s about embracing change, not fearing it.
It’s about empowering our people to be change agents and equipping them with the tools and skills they need to drive change.
Summary: Cultivating performance in shared services is a multifaceted endeavor. It requires a blend of the right culture, strategies, processes, and people.