An organisation wide problem

The stark reality of service charges is that failure is often baked into the front end of your processes.

The service charge process doesn't begin in the service charge team. It begins in teams who don't understand service charges, and don't realise the things they do impact the ability to get them right.

When we complete Value Stream Mapping of as-is service charge processes, often the right first time percentage of the process by the time it reaches the service charge team is...

Less than 1%

Service Charges aren't the problem of a few people in finance or the people who deal with the enquiries. They are an organisation-wide responsibility that requires education and good leadership to get right.