Q: Do shared service centers work? Our company is considering moving to a shared service center model for several of our functions. We would like to hear from individuals with experience of shared service centers. What are the pros and cons? How long have their shared service centers been up and running? Would they consider them to be successful? Manager, information technology services company Answers: We have used shared services for Corporate Engineering for around 8 years. Engineering gets their priorities through the stage-gate process or through our capital planning process. Engineers are assigned projects and then put their hours into SAP so they are directly charged out to the appropriate business unit. When resources in engineering aren't sufficient to cover all the needs, engineering fills the gaps with external engineers who also are charged directly to a business via SAP. The biggest advantage is being able to leverage skills and expertise across business units (for example, we have one civil engineer who is shared across the company). In addition, everyone is working off of one set of engineering standards, project management process, drawing and equipment filing system, etc. It's been so successful that we've been rolling out this approach to Research and Development, Quality Assurance, and Analytical Methods Development. We're gradually getting everyone access to SAP and including projects of all types. Linda M. Hicks, Vice-President Corporate Engineering and Technology Vertellus Specialties Inc. In this space, we will occasionally publish queries and answers from IRI's email-based community forum. Questions and responses are selected for completeness, relevance, and interest and edited for format and grammar and to fit the available space. The community forum is available to IRI members via the IRI website; from the home page, select Collaboration Center, then Community Forum. For more information about IRI membership, visit our website. http://www.iriweb.org I manage a shared facilities services organization across four sites. We created this organization in 1999 after working with several consultants and considering all options, such as total outsourcing. With the shared services concept and the use of LEAN methodologies, we continue to drive our overhead cost down. We eliminated many redundancies and used the pay as you need concept. Standardization of procedures, including safety, has proven to be a great benefit. The shared services concept worked so well that it grew into IT, HR, Library Services, and Analytical. Mostly pros, one con; if possible, organize your shared services organization under one group from a headcount standpoint so everyone can be treated the same. Gary Hyek Manager, R&D Facilities Services PPG Q: How do you establish dual career ladders? I am looking at establishing dual career ladders within R&D. I am particularly interested in how the responsibility for managing people on the managerial and managing technology on the technical is made equivalent within the organization. Kathleen O'Leary Havelka, Sr. Director Global Research Dev. & Engineering Diversey, Inc. Answers: To have a viable dual career path in an R&D organization, you need: 1. A similar career structure in the business units of the company or a way for the R&D people's status to be understood and acknowledged by their business unit peers. 2. Job descriptions and rewards that are matched to the skill sets and personality profiles of the most productive types of people on the different paths. This comment comes from the perspective of Hughes Electronics (and Hughes Aircraft). Hughes had a well-established triple career ladder in its business units-line management, technical specialists, and project/ program management. …