Research On Service Quality Improvement Of H’s Accounts Payable Shared Service Center

With the rapid development of the healthcare industry in China in recent years,it is of paramount importance for pharmaceutical companies to manage their operations in a legal and compliant manner,especially in areas where there is a high risk of monetary outflow involving financial compliance issues,such as the operation of financial accounts payable operations for drug raw material procurement expenditure,drug R&D,drug testing,drug registration,and drug sales and promotion expenditure.The emphasis on the management of financial accounts payable operations can help reduce and avoid the financial compliance risks associated with the outflow of monetary resources.The shared service centre model has become a necessary option for large companies to improve their core competencies,and pharmaceutical companies are no exception.The level of service quality provided by a shared service centre to an organization is often influenced by a variety of factors,making it one of the most challenging parts of the implementation and maintenance of a shared service centre.In this context,this article takes the Accounts Payable Shared Service Centre of multinational pharmaceutical company H as the research object,based on Gronroos’ customer perception service quality theory and SERVQUAL model,to establish a set of service quality evaluation system applicable to the Accounts Payable Shared Service Centre of company H in China.The analysis revealed that service quality problems existed in each of the five assessment dimensions,and the causes were analyzed individually.Secondly,the thesis proposes to address the identified problems in service quality by standardizing the rules for receiving goods and invoice entry,setting up a system for cleaning up long-standing financial items,establishing a financial compliance risk checking mechanism before payment,establishing a SOP standard operating procedure manual for financial operations,adjusting operational tasks by using centralized allocation,establishing a job backup plan,using value process mapping tools to identify process waste,strengthening The company has established a professional skills enhancement plan for its staff,streamlined the career direction of its financial staff,created a learning culture,improved internal training and promotion channels for its staff,optimized business operation specifications by using automation tools,established a unified financial reporting system to promote the standardization of business processes,and built a digital management process system for financial vouchers as a service quality optimization measure solutions.Finally,in order to ensure the smooth implementation of the optimization plan for service quality perception improvement,the thesis proposes to establish a guarantee mechanism in four aspects: strengthening training on financial business processes,optimizing the rotation system of the finance department,improving the financial shared service level agreement,and following quality management methods.The thesis extends the SERVQUAL model to the field of financial shared services in the pharmaceutical industry,enriching its scope of application beyond the three traditional industries(telephone maintenance,retail banking and insurance),and providing a reference for peers.The second is the incorporation of accounts payable shared services into the SERVQUAL model metrics,which broadens the thinking on the use of SERVQUAL metrics.For Company H,once the quality of the accounts payable shared service has been improved to achieve the desired effect,it can be further applied to other business sub-modules of the financial shared service centre.