Last Thursday, the Head of the Financial Shared Services Centre at Network Rail, Steve Swientozielskyj, and the Head of Receivables, Steve Smith, presented at Loughborough detailing their Shared Service Centre structure and their performance management objectives.
Particularly interesting was the explanation of Network Rail’s 4C model, which they use to measure performance. The 4Cs; Cash, Cycle Time Reduction, Compliance and Customer Service show how Network Rail strives for continuous improvement.
It is clearly a sucessful operation that is overseen and this is proven by the ‘better than world class’ rating in a number of categories as it relates to their shared services – in some cases 9 times better! We look forward to visiting Network Rail in May at the Forum and seeing it in action!