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Center of Service Excellence (CoSE)

The Shared Services Center (SSC) is focused on innovative strategies, practices, and approaches in supporting select human resource and finance administrative functions for the University of Michigan.  Our overarching goal is to ease and remove administrative burdens from faculty and staff.  Our day-to-day support happens through innovative transaction processing. We are driven by a vision to be a model CoSE by building a reputation and proving that we are a trusted partner in continuous pursuit of exceeding customer expectation.

This vision is generated through fostering a culture of service, Lean, and learning.

  • Service: Seeks to understand every request in order to deliver value and stewardship.
  • Lean: Promotes an environment where every individual is empowered and encouraged to experiment.
  • Learning: Every interaction is an opportunity to question, experiment, and discover.
Huddle Areas

Huddle Areas

Each team at the SSC has a dedicated space to meet and practice Lean in Daily Work. Within their space, a team has a “huddle board” that they, as a team, have built to visualize the work they are doing. Visualizing the team’s work enables team members to make data-driven, informed decisions regarding priorities and process improvements.

Open Space

Open Space

The SSC was purposefully designed to be an open and collaborative working environment. With private spaces for meetings, and communal spaces for cross-team collaborations, the open office plan fosters creativity and idea sharing. The flexible space also allows the SSC to adjust as the organizational scale changes and grows.

Lean Boards

Lean Boards

The Lean boards provide a focal point for daily huddles and method for engaging with leadership in a structured way. They serve as a framework to translate a system of Lean principles into practical expectations, guiding teams in managing and improving their work. Teams develop standard work and guiding principles for using their boards to ensure every voice is heard and to leverage the teams’ collective wisdom.

Feedback Loops

Feedback Loops

The SSC thrives on feedback- both from customers and staff. From user experience lab results and focus groups outcomes, to survey responses and in-person meeting feedback, we take any and all feedback seriously, And, we utilize this valuable information to create the best possible customer experience, as well as to continue to make the SSC a fantastic place to work for our staff.

Disruptive Learning

Disruptive Learning

The Learning & Communications team at the SSC is always looking for new ways to inspire staff and foster a “learning culture.” This team offers short speed training sessions, large-scale fun learning events, and other innovative ways of delivering information. The SSC is committed to keeping learning interesting, fun, innovative, and engaging.

Cross Team Collaboration

Cross Team Collaboration

The SSC fosters collaboration across teams to ensure that customer requests are analyzed at a higher level, so that decisions are not made “in silos.” Teams regularly meet to map the customer experience and to develop integrated solutions to our customers’ needs.

Pilots

Pilots

The SSC is always looking for new ways to add value to the U-M community. We are usually running at least two to three pilots for new services or enhancements to existing services.

Daily Team Huddles

Daily Team Huddles

Teams at the SSC huddle daily to practice Lean in Daily Work. On any given day, teams may be discussing metrics, process improvements or creative solutions to make a difference for our customers.

Training Plans

Training Plans

To ensure that SSC staff are trained and well-prepared for success in their roles, each team has customized training plans for each role on the team.

Everyday Lean Ideas

Everyday Lean Ideas

Everyday Lean Ideas (ELIs) are an integral part of the Lean in Daily Work system that develops problem-solving skills. An ELI is a way to bring forth an idea in a standardized and repeatable process that yields results and creates more value for our customers. By posting all ELIs on the huddle boards, the teams promote engagement, transparency, and better communication across the organization.

Leadership Development

Leadership Development

The SSC places a high value on developing leaders. In addition to supporting staff attending professional development courses offered by Learning and Professional Development (U-M LPD). The SSC also offers Leadership Development opportunities for staff.

Our Services

  • Benefits Transaction Processing
  • Employment Services
  • HR Data Management
  • Time & Leave Administration
  • Customer Care
  • Accounting Customer Service
  • Accounts Receivable
  • Accounts Payable
  • Travel & Expense
  • Statement of Activity and GPR Reconciliation
  • Billing & Collections
  • Supplier Management

Who We Serve

  • U-M Schools & Colleges
  • Michigan Medicine
  • U-M Dearborn
  • U-M Flint
  • U-M Centers, Institutes, Affiliates & Auxiliaries
  • Faculty
  • Staff
  • Students
  • Retirees
  • Suppliers
  • Guests
  • Sponsors