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Leading Practices: Typical Shared Services Measures

 Volume (by any number of functional, geographic, transactional,
or other categories)

 Age/Time (e.g., how long a case is open or average time to
close)

 Accuracy (e.g., completed correctly or number of errors)
 Customer satisfaction
 Resource efficiency (e.g., number of cases per staff, number of

cases per 1000 employees)
 Compliance (e.g., adherence to standard or regulation)
 Cost (e.g., per transaction, per headcount)

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