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Aligning perception with reality in shared services governance
Getting recognition for what you do
Insights from Deloitte’s 2014 Voice of the Customer and Voice of the Shared Services Leader surveys
The survey results provide insight into the roles governance mechanisms play in managing the relationships with shared services customers and in aligning perceptions regarding performance. When it comes to perceptions of customer satisfaction and performance, leaders of shared services organizations may be looking at the world through frosted glass.
What accounts for this split between perception and reality? A deeper dive into the survey results suggests the answer might lie within governance, more specifically its maturity and the tools being used.