John Seddon introduces private sector clients Laurence Barrett and Rob Brown, who explain why they first tried and then rejected front office/back office shared services.
They explain that the thinking and assumptions, based upon economies of scale, are flawed, and a better set of assumptions are economies of flow.
This is important evidence that will save public sector organisations millions of pounds, and huge volumes of time and effort.
Also find a link to two of John's earlier papers:
'Shared services will deliver the greatest efficiency'
Shared services: A commentary on the CIPFA / PWC report