A quality framework for services in shared services environments (original) (raw)

Success and failure factors of Shared Services: An IS literature analysis

2011

Organizations seeking improvements in their performance are increasingly exploring alternative models and approaches for providing support services; one such approach being Shared Services. Because of the possible consequential impact of Shared Services on organizations, and given that information systems (IS) is both an enabler of Shared Services (for other functional areas) as well as a promising area for Shared Services application, Shared Services is an important area for research in the IS field. Though Shared Services has been extensively adopted on the promise of economies of scale and scope, factors of Shared Services success (or failure) have received little research attention. This paper reports the distillation of success and failure factors of Shared Services from an IS perspective. Employing NVIVO and content analysis of 158 selected articles, 9 key success factors and 5 failure factors are identified, suggesting important implications for practice and further research.

Measuring Service Satisfaction In Shared Service Organizations

Procedia Social and Behavioral Sciences Journal, Volume 81., 28 June 2013, pp. 217–223. Elsevier Ltd., ISSN: 1877-0428, 2013

In the recent decades expansion of the service sector has been continued and nowadays this is one of the most important trends in the global economy. Within the service sector I am focusing on the business service sector and mostly the segment of shared service centers. Measuring the value of shared services center (SSC) is essential, as it provides the burden of proof. Measurement demonstrates that a case for action resulted in the correct decision; that a strategy has added value to an organization. Since SSC need continually to justify its existence, it will also need to commit itself to the ongoing measurement of its results. It is a typical failure that SSCs focus on costs and budget rather than the most important, client satisfaction. In this theoretical research I collected those methods and practices that are important and useful in measuring of service satisfaction. The research based mainly on literature review but I made ten interviews with Hungarian business service market experts to get their experiences in this topic.