Human resources management: What are the current trends in shared service The center?
Dr. Christian Ellrich: The topic is currently being viewed from different perspectives in many companies. On the one hand, it’s about making processes more efficient and centralizing them – especially in medium-sized businesses and in the healthcare sector. On the other hand, there is a shortage of skilled workers, especially in payroll, where it is difficult to find staff. This is why many companies are asking themselves how they can get more done with fewer people.
In your opinion, when is it actually worth introducing a shared service center for a medium-sized company?
If you have around 1,000 employees, companies should consider using shared services. This doesn’t have to be a huge SSC; smaller solutions also make sense if several employees handle the same process. Essentially, it’s about bundling tasks in order to standardize processes and make them more efficient.
Does artificial intelligence make it easier to introduce shared service centers in medium-sized businesses?
Interestingly, we tend to see the use of AI and digitalization increasing among service providers that are already specialized. Many HR departments in companies are interested in AI, but it still takes a while before it is actually used to achieve increased efficiency.
How does the introduction of a shared service center work exactly?
At the beginning there is a detailed analysis of the current situation – the anamnesis. We look at the structure and processes of the company and then make recommendations. It is important that processes are optimized before introducing a shared service center. Communication and change management play a central role, especially when it comes to integrating AI and optimizing existing systems.
What challenges arise when integrating employees?
It is a classic change project in which fears and resistance can arise. It takes a lot of communication and support to involve employees and prepare them for the change process. It is important that everyone involved is integrated into the process from the start in order to promote acceptance and identification with the new structures.
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Which departments should be involved when introducing a shared service center?
In addition to the HR department, IT, management and, if necessary, other affected departments such as finance should also be included.
How will shared service centers change in the future?
Job profiles will change. We are moving towards hybrid forms of organization in which humans and machines, i.e. AI agents, work together. AI takes over standard processes while humans make the decisions. This makes work more segmented and efficient. Humans will then be entrusted more with controlling AI and dealing with more complex cases.
Will there be a shared service center for every medium-sized company in five years?
Probably yes, either as an internal shared service center or as an outsourcing model. AI and digitalization will also compensate for the shortage of skilled workers in administrative human resources work, so that many companies will centralize or outsource this work to a greater extent.
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Dr. Christian Ellrich advises primarily medium-sized companies and companies from the healthcare sector or the public sector on HR topics, including the establishment of Shared The Service Center.
Catrin Behlau coordinates HR magazine production organizationally and thematically. Together with Matthias Schmidt-Stein, she heads the HR media editorial team at FAZ Business Media. Her thematic focus is on the HR profession.
