Sharing to improve services: an exploratory study of shared service centre capabilities

Almeida, Mariana Pinho de, Doran, Desmond and Papadopoulos, Athanasios (2016) Sharing to improve services: an exploratory study of shared service centre capabilities. In: EurOMA 2016 (23rd International Annual Conference of the European Operations Management Association), 17-22 Jun 2016, Trondheim, Norway.

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Despite the increasing attention shared services (SS) has received in the literature, very little research has explained the role of SS resources and capabilities in the achievement of SS goals. Using data collected at three Shared Service Centres (SSCs), this research addresses this gap and identifies specific human, organisational and technology resources, which were not available prior to SS. Additionally, ten SS capabilities are identified in four different categories: service delivery, relationship, transformation and knowledge management. Some capabilities seem to be related with certain goals, what may support managers in recognising the capabilities they should develop to achieve their goals.

Item Type: Conference or Workshop Item (Paper)
Keywords: Shared Service Centres, Capabilities, Resources
Schools and Departments: University of Sussex Business School > Strategy and Marketing
Subjects: T Technology > TS Manufactures > TS0155 Production management. Operations management
Depositing User: Mariana Pinho de Almeida
Date Deposited: 14 Sep 2016 13:40
Last Modified: 29 Oct 2019 15:29

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