Lean Office and Service Excellence for SSC Organizations
Training Programs and Practical Workshops built on real Shared Services Experience
Shared Services and Global Business Services (GBS) organizations are under constant pressure to improve efficiency, manage increasing operational complexity, strengthen cross-functional collaboration and meet rising expectations around standardization, service quality or digital transformation. In this environment, operational stability alone is no longer sufficient. The real challenge is to build services that are efficient, transparent, scalable and customer focused. This is where our Lean Office and Lean Service training programs and practical workshops add value. Specifically designed for the realities of SSC / GBS environments.
How We Support Our Clients?
- increasing End-to-End process transparency (E2E)
- identifying waste in office and service processes
- improving hand-offs across functions and roles
- reducing errors, rework and avoidable inefficiencies (FPY)
- strengthening standardization and operational consistency
- developing problem-solving and continuous improvement capabilities (CI)
- enhancing internal customer experience and service performance (SLA)
Who Are the Programs For?
- SSC / GBS leaders, managers and Team leaders
- Process Owners, Process Champions, Business Process Owners
- Operational and support functions
- Lean, Continuous improvement and Operational excellence teams
- Cross-functional teams
- Scrum Masters, Agile coaches and transformation roles
- Organizations seeking greater efficiency, stronger collaboration and more scalable operations
Key Focus Areas of the Program
Lean development in SSC environments – streamlining and standardizing administrative and transactional processes to enhance efficiency
Lean Service excellence (COE) – improving service quality, responsiveness, SLA performance and internal customer experience
End-to-end (E2E) process optimalization – strengthening handoff points, clarifying accountability and improving cross-functional process flow
Cross-functional collaboration development – breaking down silos, fostering a stronger culture of collaboration and better aligning expectations
Problem-solving and continuous improvement – enabling structured root cause analysis, targeted improvement actions and operational progress
Standardization and operational transparency – creating more consistent ways of working, greater predictability and more reliable service delivery
Change support and implementation – ensuring that improvement initiatives are not only well designed, but also effectively embedded in practice
Expected Outcomes
less waste in day-to-day processes
stronger cross-functional collaboration
faster and more predictable operations
a stronger service culture and greater ownership
more practical and sustainable improvement capability
We ensure that our programs are firmly focused on solving real operational challenges and delivering measurable business outcomes.
Our approach is not theoretical, but practical, SSC-specific and relevant. Each program is tailored to the client’s specific context and development needs.
International and complex references
Alcoa SSC, Allianz, Arconic SSC, Budapest Airport, Hydro SSC, MÁV, Opella SSC, KPMG, UNICEF GSSC, Velux, MÁV, Hydro.
The Program is Led by
Edina Tóthné Pap Trainer, Consultant, Coach
