Journal Article10.1108/17506161011065190
Characteristics of shared service centers
Veit Schulz,Walter Brenner +1 more
96
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Citations
Robotizing shared service centres: key challenges and outcomes
TL;DR: In this article, a qualitative approach and a purposeful sampling design that collected data from six major SSCs introducing robotization was used to address the key challenges and outcomes of robotization.
34
Reflexos do sistema de mensuração de desempenho habilitante na performance de tarefas e satisfação no trabalho
TL;DR: In this article, the authors analyzed the impact of a Performance Measurement System (PMS) with enabling characteristics mediated by psychological empowerment on task performance and job satisfaction in a Shared Services Center (SSC).
Understanding Municipal Service Integration: An Exploratory Study of 311 Contact Centers
Taewoo Nam,Theresa A. Pardo +1 more
TL;DR: In this paper, the authors consider 311 non-emergency contact centers as city-level service integration initiatives and suggest multidimensional (technological, organizational, and cross-organizational) implications.
31
Factors influencing the shaping of shared services business models
Anton Joha,Marijn Janssen +1 more
TL;DR: In this article, the authors investigated three different types of shared services arrangements using Al-Debei and Avison's unified framework for business models and identified a total of 12 different factors that influence the shape of shared service business models including the path dependency, legal/regulatory driver, customer orientation, target segment, strategic importance, ICT/business orientation, IT governance structure, change strategy, degree of outsourcing, integration potential, economic rationale and the business value.
31
Decision enhancement for sourcing with shared service centres in the dutch government
Arjan J. Knol,Henk Sol,Johan van Wamelen +2 more
- 14 May 2012
TL;DR: This design science research aims to enhance SSC establishment with a decision enhancement studio for sourcing & sharing in the Dutch government with a set of services for studio participants to analyse decision alternatives and improve collaboration.
30
References
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Shared Services: Adding Value to the Business Units
John R. Dunleavy,Donniel S. Schulman,Martin J. Harmer +2 more
- 01 Jan 1999
TL;DR: In this article, the authors discuss the use of shared services in process reengineering and re-engineering and redesign, as well as their relationship with information technology and software engineering.
203
Shared services beyond sourcing the back offices: Organizational design
Shouhong Wang,Hai Wang +1 more
TL;DR: In this article, a quasi-general organizational design approach for shared services projects is proposed, which emphasizes the organizational support for the shared services strategy identification, collabora- tive partnership network design, optimal shared services process design, and policy and regulation system design.
75
Redesigning the corporate centre
TL;DR: In this paper, the authors report the results of a recent large study of corporate centre transformation: a question which is often an early priority when a new chief executive takes office, and summarise their approach to corporate centre design which maximises value creation.
67
Shared services: Lessons from the public and private sectors for the nonprofit sector
Peter Walsh,Myles McGregor-Lowndes,Cameron Newton +2 more
- 01 Jan 2008
TL;DR: In this paper, the authors provide an overview of the literature relating to shared service providers and arrangements and discuss what is meant by shared services providers and outline the benefits of this approach according to the literature.
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