From Transactional to Exceptional: A Guide to Shared Services Success EquaTerra teamed with Shared Services & Outsourcing Network (SSON) to conduct a three part roundtable discussion, From Transactional to Exceptional: A Guide to Shared Services Success, with these shared services leaders: Facilitator:         Vivek Nijhon, Head Global Sourcing and Asia Pacific, EquaTerra Participants:          Gary Madden, Business Process Director, HR, Cadbury         Morag Dunlop, European Head of Finance, Cigna International         Simon Cramond, Head of Shared Services, LIME         John Cogan, VP IT Shared Services, Shire Pharmaceutical Click on a title below to view each transcript: Part One:  Transcend the Transactional   Ways to make your shared services indispensible and improve your brand equity Part Two: Innovation: An Overused Word or the Driver in Shared Services? Looking forward vs looking at historical service level performance Part Three: The Customer Experience / The Retained Organization What is an acceptable satisfaction rate? For more, read these selections from the EquaTerra library: 10 Steps for Improving Your Shared Services Brand Utilising Shared Services to Drive Sustainable Business Benefits Executive Dilemma: How Do You Know If Your Cost Structure Is Optimum?