The difference between top and bottom performance levels for HR shared services organizations (HR SSOs) is significant. These are the findings of an HR SSO benchmarking study conducted by APQC and consulting company ScottMadden.

The survey of 20 HR SSOs revealed that compared to bottom performers, top performing HR SSOs:

 serve nearly 1,000 more customers per HR SSO employee,
 spend roughly $700 less per employee served,
 resolve 10% more inquiries upon first contact, and
 experience 75% less HR SSO staff turnover.



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The results confirm that when managed well, HR SSOs can be an effective way to reduce HR costs, while maintaining or increasing the quality of HR services delivered. The survey summary and complete survey report contain a wealth of HR SSO metrics which can be used by organizations to benchmark their HR SSO or to evaluate the costs and benefits of transitioning to an HR shared services model. APQC members have free access to these content items: HR Shared Services Survey Results Report and HR Shared Services Survey Results Summary. The survey report is available for purchase to nonmembers.


Find out if your organization is already an APQC member. If it is, you can register for access to APQC’s Knowledge Base content.