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This document provides a detailed overview of the November 2003 Global Benchmarking Council meeting, Quality and Cost-cutting Breakthroughs: Case Studies in Operational Excellence. There were presentations by nine best-in-class companies followed by four roundtable discussions. The discussion offered a high-level perspective of trends in shared services. In addition to faster implementations, were suggestions for moving higher-level functions toward shared service models. This document outlines how the companies restructured for improved quality and reduced costs, with specific emphasis on shared service implementations and the decision to outsource or offshore operations.
Featured Case Studies included the following: