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.
Customer Care Teams
116,981
phone calls FY17
268,282
emails FY17
SSC Case Load
65,500
average cases per month
80%
caseload is transactional
Transaction Delivery Teams
746,001
completed cases FY17
$36M
average billings
AP | AR Processing FY 17
1.1 Million
Vouchers Processed
$457 Million
Billings
$428 Million
Collections
I would like to acknowledge your staff members who have gone above and beyond in helping me with an invoicing issue. They have graciously answered numerous emails from me and helped in re-sending invoices to one of my Direct Sponsors for payment. Hats off to them and I for one appreciate all the extra effort on their part, this hasn't been an easy one!
-Kendra Renner, Research Process Coordinator - Kraus | LSA Finance
I wanted to recognize your team for excellent service today. We had a laser used for treating patients at Kellogg Eye Center go down. A physician called us and asked if there was ANYTHING we could do to expedite the process, otherwise patients for next week would need to be cancelled and rescheduled. The SSC was able to get the supplier reactivated in 10 minutes, resulting in us moving forward with repairs so that NO PATIENTS were cancelled or inconvenienced! That significantly impacted our ability to provide patient care, which is why we all work so hard, to be the leaders and the best. Please recognize your team for making a difference today.
-Mr. Lonnie R. Collins, Business and Procurement Specialist Clinical Engineering University of Michigan Health Centers
I work for the Office of Contract Administration and I wanted to reach out and let you know of the wonderful service I experienced this morning regarding an urgent invoice that I needed expediting before noon today. Kudos to the two individuals that helped expedite this invoice for processing this morning. It took 11 minutes from the time I submitted the invoice to requesting the invoice be expedited to the voucher creation, amazing! Keep up the great work!
-Ashley K. Tyler, Procurement Agent, Office of Contract Administration
