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Prachýl, Lukáš. "Efficiency in Shared Services". Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-96416.
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The thesis describes and analyzes shared services organizations as a management tool to achieve efficiency in the organizations' processes. Paper builds on established theoretical principles, enhance them with up-to-date insights on the current situation and development and create a valuable knowledge base on shared services organizations. Strong emphasis is put on concrete means on how exactly efficiency could be achieved. Major relevant topics such as reasons for shared services, people management, performance measurement, enabling technology, risks and so on are thoroughly covered. To demonstrate outlined principles a practical part at the end (in cooperation with Henkel AG, Germany) introduces a concrete controlling process and its possibility to be shifted into shared services center.
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Bland, Kathy. "Shared services in further education". Thesis, University of Sunderland, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.544315.
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Soalheira, Joseph. "Shared services and the competitive advantage of the firm". Thesis, Queensland University of Technology, 2020. https://eprints.qut.edu.au/200040/1/Joseph_Soalheira_Thesis.pdf.
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Using a new paradigm, this research demonstrates how a Shared Services Organisation (SSO) can create new rents and profits for the firm by providing a new Shared Services Model, framework and principles that add new knowledge to Strategic Management, demonstrating that a SSO can add competitive advantage to firms by adding new profit sources through commoditisation of internal services.
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Lundin, Andreas y Noelia Ollvid. "Shared Service Center : en fallstudie av TeliaSoneras Financial Services". Thesis, Uppsala University, Department of Business Studies, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-9009.
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Denna uppsats beskriver fenomenet shared services, varför företag satsar på shared service centers (SSC) och hur de går tillväga när de designar dem. Studien har genomförts med hjälp av en litteraturöversikt och en fallstudie av TeliaSoneras nu pågående implementering av ett shared service center, FSS. Fallstudien består av fyra intervjuer och en genomgång av TeliaSoneras egna informationsmaterial och medarbetarenkäter. Litteraturöversikten visar att shared services utlovar väsentliga förbättringar av ekonomifunktionen och besparingar, att det finns en stor tilltro till dessa löften men att det saknas underbyggda bevis för hur stora besparingarna egentligen är. Designen på TeliaSonera FSS visar sig följa litteraturen relativt noga, förutom vad gäller placering. Vi identifierar även ett par riskfaktorer inom kommunikation, övergången till ett nytt affärssystem och hur ledningen prioriterar olika delar av förändringsarbetet.
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Almeida, Mariana Pinho de. "Sharing to improve services : a study of shared services capabilities". Thesis, University of Sussex, 2017. http://sro.sussex.ac.uk/id/eprint/71274/.
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Motivation: Shared Services (SS) is a cost cutting and quality improvement strategy, which is receiving increasing attention from academics and practitioners. However, previous research focuses primarily on the potential benefits of these strategies; while very little research explains the role of SS resources and capabilities in the achievement of SS goals. The purpose of this thesis is to address this gap by explaining how SS resources and capabilities influence the achievement of SS goals. Approach: A multiple-case study approach is adopted, following a qualitative methodology, with data collection occurring at four SS organisations. Findings: This thesis introduces a taxonomy of SS resources and identifies three SS operational capabilities and seven SS dynamic capabilities, grouped into four areas of competence. Furthermore, this research uncovers the capability development process in an SS context, through the identification of the specific routines that precede each capability. Finally this research extends SS research, not only by identifying additional SS goals not mentioned by previous research, but also by recognising what specific SS capabilities contribute to what goals, thus uncovering the goal achievement process in a shared service centre. Academic Contributions: This research contributes to the negligible literature focusing on SS resources and capabilities and responds to the claims that a further understanding of shared services is needed in order to provide practitioners with advice and procedural guidelines on how to design, implement and manage SS. It also lays the foundation for future research on resources and capabilities in an SS context. Managerial Contributions: The findings enable managers to identify and further develop the necessary resources, routines and capabilities to achieve their specific SS goals. Additionally, this research supports managers in identifying additional goals they can achieve, considering the resources, routines and capabilities their SSCs already have.
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Nguyen, Ngoc Huong. "Establishing a Shared Services Centre in Prague- SAP BSCE Study Case". Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-72509.
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The Thesis is conducted based on analysis of a business shared service centre, all factors to consider before the establishment, its scope, model, and the most important is to see advantages as well as to realize the shortcomings of this kind of business model. The country which is analyzed is the Czech Republic; more particular is the city of Prague; and the company is SAP Business Service Centre of Europe (BSCE). In this Thesis, first of all, the PEST (Political, Economic, Social and Technology) environmental analysis has been conducted. The work continues with the SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis of the company SAP AG, from which, we can see that opening a SAP BSCE is a part of SAP strategy which supposes to benefit the company. In order to establish the BSCE, the SAP management board has to consider the factors such as Organization, People, Processes and IT Infrastructure. After analyzing approximately 20 cities in Europe, SAP has chosen Prague as the best mix of quality and costs factors. SAP BSCE covers the functions of Human Resource and Finance and Administration, which provide services to internal and external customers of many countries in Europe, Middle East, and Africa. SAP BSCE has brought back many advantages such as cost-savings, high quality service, business availability and flexibility, and business transparency and legal compliance. On the other hand, there are still many short-comings, such as the high turn-over rate of staff, difficulties in harmonization and standardization of processes and IT infrastructure, and how to prove the quality of service. Despite these challenges, SAP BSCE has put efforts into trying to overcome these problems. At the end of the Thesis, as per analysis of SAP financial results of business activities during the crisis, it is proven the setting up a shared service centre was a good decision of SAP and it paid off with the contribution to help SAP overcome the impacts of crisis.
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Ferreira, C. "Factors influencing the performance of Shared Services Centres". Thesis, University of Liverpool, 2017. http://livrepository.liverpool.ac.uk/3009661/.
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The efficient use of public money is a concern of all society. The more efficient the government machinery, the smaller the portion of funds raised assigned to operating costs and more invested in health, education, security, and transport, for instance. Shared service centres (SSCs) have contributed to this, allowing billions of dollars cost cut in the public service in several countries. However, cases of SSCs failures are causing billion-dollar losses, and it is necessary to understand and overcome the causes of failures. This scenery has motivated me to study the factors that contribute to the performance of SSCs and to explore whether there are SSCs models in the public sector that are simply copies of SSCs models of the private sector (without the necessary adaptations). Three objectives were established for the research: to analyse the factors that could influence the performance of SSC; to investigate to which extent there are significant differences between private and public SSCs; and to analyse if there are evidence of copy problems. Also, a principal research question: to what extent does factors such as culture, leadership, resources and readiness for change, influence on service excellence, market orientation and performance of Shared Services Centres? An action research design was defined with a mixed, quantitative and qualitative approach. The quantitative approach refers to a conceptual model with seven constructs (culture, leadership, resources, readiness for change, service excellence, market orientation, and performance), individually validated by previous studies. This proposed model was validated empirically through a survey with 146 SSCs respondents from countries like the USA, the UK, Canada, and Brazil, and the research hypotheses were confirmed. On the qualitative approach, were applied open-ended questions submitted later to content analysis, and the quantitative and qualitative results were discussed with an Action Learning Set composed of SSC managers and public-sector experts. The main findings were the confirmation of the proposed model variables’ relationship, influencing the SSC performance. This allows managers to establish actions to improve the similar dimensions of their SSC, improving the overall performance. It was also confirmed the existence of significant differences in the context of public SSCs operation regarding the private. These findings were also discussed in the Action Learning Set and resulted in eight measures proposed for the best adaptation of public SSC models to the reality of the public sector. For further research, I suggest investigating whether the SSCs of the public sector have in fact the minimum requirements to be classified as SSCs or are just departments that centralised services from other areas and were named SSC for convenience. Another opportunity for research is to verify to what extent the New Public Management has been successful in encouraging the adoption of SSCs, e.g. in countries like the UK and the US, so that they were more oriented to their clients, as this research found evidence there are public SSCs not oriented to their customers.
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Yee, Hon Weng (Jonathan). "Assessing the potential of inter-organisational shared services". Thesis, Queensland University of Technology, 2009. https://eprints.qut.edu.au/26040/1/Hon_Weng_Yee_Thesis.pdf.
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Shared Services (SS) involves the convergence and streamlining of an organisation’s functions to ensure timely service delivery as effectively and efficiently as possible. As a management structure designed to promote value generation, cost savings and improved service delivery by leveraging on economies of scale, the idea of SS is driven by cost reduction and improvements in quality levels of service and efficiency. Current conventional wisdom is that the potential for SS is increasing due to the increasing costs of changing systems and business requirements for organisations and in implementing and running information systems. In addition, due to commoditisation of large information systems such as enterprise systems, many common, supporting functions across organisations are becoming more similar than not, leading to an increasing overlap in processes and fuelling the notion that it is possible for organisations to derive benefits from collaborating and sharing their common services through an inter-organisational shared services (IOSS) arrangement. While there is some research on traditional SS, very little research has been done on IOSS. In particular, it is unclear what are the potential drivers and inhibitors of IOSS. As the concepts of IOSS and SS are closely related to that of Outsourcing, and their distinction is sometimes blurred, this research has the first objective of seeking a clear conceptual understanding of the differences between SS and Outsourcing (in motivators, arrangements, benefits, disadvantages, etc) and based on this conceptual understanding, the second objective of this research is to develop a decision model (Shared Services Potential model) which would aid organisations in deciding which arrangement would be more appropriate for them to adopt in pursuit of process improvements for their operations. As the context of the study is on universities in higher education sharing administrative services common to or across them and with the assumption that such services were homogenous in nature, this thesis also reports on a case study. The case study involved face to face interviews from representatives of an Australian university to explore the potential for IOSS. Our key findings suggest that it is possible for universities to share services common across them as most of them were currently using the same systems although independently.
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Yee, Hon Weng (Jonathan). "Assessing the potential of inter-organisational shared services". Queensland University of Technology, 2009. http://eprints.qut.edu.au/26040/.
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Shared Services (SS) involves the convergence and streamlining of an organisation’s functions to ensure timely service delivery as effectively and efficiently as possible. As a management structure designed to promote value generation, cost savings and improved service delivery by leveraging on economies of scale, the idea of SS is driven by cost reduction and improvements in quality levels of service and efficiency. Current conventional wisdom is that the potential for SS is increasing due to the increasing costs of changing systems and business requirements for organisations and in implementing and running information systems. In addition, due to commoditisation of large information systems such as enterprise systems, many common, supporting functions across organisations are becoming more similar than not, leading to an increasing overlap in processes and fuelling the notion that it is possible for organisations to derive benefits from collaborating and sharing their common services through an inter-organisational shared services (IOSS) arrangement. While there is some research on traditional SS, very little research has been done on IOSS. In particular, it is unclear what are the potential drivers and inhibitors of IOSS. As the concepts of IOSS and SS are closely related to that of Outsourcing, and their distinction is sometimes blurred, this research has the first objective of seeking a clear conceptual understanding of the differences between SS and Outsourcing (in motivators, arrangements, benefits, disadvantages, etc) and based on this conceptual understanding, the second objective of this research is to develop a decision model (Shared Services Potential model) which would aid organisations in deciding which arrangement would be more appropriate for them to adopt in pursuit of process improvements for their operations. As the context of the study is on universities in higher education sharing administrative services common to or across them and with the assumption that such services were homogenous in nature, this thesis also reports on a case study. The case study involved face to face interviews from representatives of an Australian university to explore the potential for IOSS. Our key findings suggest that it is possible for universities to share services common across them as most of them were currently using the same systems although independently.
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George, Janet C. "Nurses' perceived autonomy in a shared governance setting". Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1036188.
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The basic philosophy of shared governance includes the right for staff nurses to practice in an environment that allows participation in the decision making process at all levels of the organization. Autonomy and responsibility support shared governance. The purpose of this study was to examine nurses’ perceptions of autonomy in a well established shared governance setting. The Neuman Systems Model served as the theoretical framework.A convenience sample of 83 (42%) staff nurses at Saint Joseph’s Hospital of Atlanta, Georgia completed the Schutzenhofer Professional Nursing Autonomy Scale. Three open ended questions were included in the questionnaire to further explore staff nurses’ perceptions of the professional practice environment. Demographic data were also collected.Findings in this study revealed no significant correlations between selected demographic variables and autonomy. More than between selected demographic variables and autonomy. More than half (65.1%) ranked in the higher level of professional autonomy, 34.9% (29) ranked in the mid level and none in the lower level. Qualitative data revealed that nurses working in a well established shared governance setting perceived control over the nursing care of patients and appreciated and the ability to make decisions regarding patient care. Respondents overwhelmingly indicated that nurses should be compensated for participation in governance activities.Conclusions from this study were that implementation of professional practice models such as shared governance improve nurses’ perceptions of autonomy and create an atmosphere in which nurses can practice the art of nursing while clearly articulating a vision for the future. Consistent and appropriate decision making by nurses facilitates the interdisciplinary plan of care and encourages trusting relationships among professional disciplines.Nurse managers are in an ideal position to create a vision by designing structures that promote staff involvement. Managers must build formal recognition programs into shared governance systems and provide nurses with the time to attend meetings. Today’s nursing leaders must be ready to create a vision, facilitate change, mentor, nurture, coach and advise staff.School of Nursing
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Lister, Anne. "Shared taxi services : a case study of Greater Nottingham". Thesis, University of Nottingham, 1992. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.315703.
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Reichwein, Okko Wilhelm. "Einsatz und Gestaltung von Shared-Services in der Klinikorganisation". Hamburg Kovač, 2009. http://d-nb.info/993744370/04.
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Zhang, Cen. "Modelling the Demand Evolution of New Shared Mobility Services". Kyoto University, 2019. http://hdl.handle.net/2433/242485.
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LADDOMADA, ANDREA. "Shared Services Delivery: The Role of Unioni dei Comuni". Doctoral thesis, Università degli Studi di Cagliari, 2017. http://hdl.handle.net/11584/249616.
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The level of complexity of cost saving reforms in local government has grown after the 2008 crisis (Bel et al, 2014). This crisis has also enhanced the need for local governments to overhaul service delivery aiming to a greater efficiency of local delivered services. An answer to this need was shared services delivery: a widespread phenomenon, particularly intense in small municipalities (Warner and Hefetz 2003; Bel and Costas 2006; Carr et al. 2009; Warner 2011). In the literature there are strong indications that shared services delivery is not always successful, but the factors that determine its success or failure are still unknown (Hulst et Al). To study this trend there are many closely linked aspects to consider, in particular political and economic aspects.
Political aspects mainly concern decisions taken by national governments which have had positive and negative effects on shared services. The different models of shared services are results of the intersection of two dimension: intensity of collaborative activity by different local governments, and the extent to which this activity is considered to be strategic. Other dimensions to be considered in different models are the autonomy (Feiock and Scholz,2010), and the number of actors (Feiock,2009). In Europe, each member state has created its shared services delivery strategies with its own peculiarities: in Italy through the Unioni dei Comuni, in France through Communautè des Communes, in Germany through Zweckerverband, in Spain trough Mancomunidades. Every state has different forms of cooperation.
Economic aspects concern primarily the performance of this strategies. Some municipalities cooperate to save cost. Three variables influence the presence of savings: the cost structure of public services, the size and the structure of local government and the governance framework at national scale (Bel et al, 2014). But it is not just a matter of savings. Several aspects of the performance of the local government can potentially be improved through cooperation: the quality of service, the efficiency of internal process (Haveri et al,), and the value of human capital (Kelly).
The aim of this research is to understand what variables may determine the success or the failure of shared services delivery, and analyze them in the Italian context. To this purpose, the research has been structured in three parts, following a substantial logical path.
Firstly, the European state of the art of the shared services delivery has been analyzed. On the basis of the Hulst et al (2007) model, four different dimensions were analysed (demographic context, management and institutional bodies, law enforcement, quality and quantity of delivered services) in six different countries (Italy, Germany, France, Spain, Austria, Switzerland) in order to make a comparative research, which it has allowed to understand how cooperation between small municipalities work in Europe.
Secondly, a performance measurement system adequate to shared services delivery in local government was developed. On a content-analysis on the Unioni published performance documents was undertaken to understand if cost saving was the only reason to delivery services in shared form. In this regard, this new measurement system seeks to establish which aspects of shared services should be considered to facilitate the accurately measurement and monitoring of performance in shared services delivery.
Thirdly, the role of Unioni dei Comuni in the Italian local government framework was analyzed. On the basis of interviews with Italian director generals of Unioni and of the results of the previous two papers, three different perspectives were investigated: the performance measurement of Unioni, the factors and motivations behind the cooperation, and the efficiency and perspective of Unioni.
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Gilibert, Mireia. "Analysis of business opportunities for car-related shared mobility services". Doctoral thesis, Universitat Politècnica de Catalunya, 2019. http://hdl.handle.net/10803/668256.
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The confluence of digital technology and connectivity has led, in several sectors, to the rise of application-based shared economy activities. In particular, in the mobility sector, there has been an increase in on-demand shared transport initiatives. These new business models are transforming the urban mobility sector from a limited choice of transport services to a scenario full of new players offering different types of demand responsive mobility services.
This change in urban mobility also has an impact on the automotive industry, where manufacturers such as SEAT not only see the opportunity for their cars to be used by these new services, but begin as well to see themselves as potential providers of mobility services. Even so, for the time being, the most popular and widespread shared mobility services remain unprofitable.
For this reason, the thesis analyses the business models of the new shared mobility services, with the aim of proposing improvements to increase their profitability. It also identifies the different uses that can be given to them and the factors to be taken into account in the design and implementation process.
The methodology used for this research is the study of cases, which have been conducted through surveys and interviews.
The research begins with the study of the current and future mobility ecosystem and the behaviour of the automobile industry in this context. Next, the following five case studies are developed. The first analyses the business models of shared mobility services provided by cars –i.e. carsharing, ridesharing, and ride-hailing services– to find out synergies between them for proposing a combined business model. The second aims to study the mobility patterns of citizens and their intention to use shared mobility services. The third and fourth case studies focus on the identification of design factors and use cases of on-demand shared ride-hailing services. This part of the research looks at these services given their potential when cars are autonomous, and the opportunities that the software they use represents for public transport, with buses that could become demand responsive transport services. Finally, the fifth case study analyses the mobility ecosystem from the perspective of local governments and providers of technology and insurance, studies the feasibility of the combination of uses in shared mobility services, and detects the barriers faced by these new business models.La confluència de la tecnologia digital i la connectivitat ha motivat, en diversos sectors, l'auge de les activitats d'economia compartida basades en aplicacions. Concretament, en el sector de la mobilitat s'ha experimentat un creixement de les iniciatives de transport compartit a demanda. Aquests nous models de negoci estan transformant el sector de la mobilitat urbana, que passa de tenir una oferta limitada de serveis de transport a un escenari ple de nous actors que ofereixen diferents serveis de mobilitat a la carta. Aquest canvi en la mobilitat urbana també impacta en la indústria de l'automòbil, on fabricants com SEAT no només veuen l'oportunitat que els seus cotxes siguin utilitzats per aquests nous serveis, sinó que a més a més es comencen a veure com a possibles proveïdors de serveis de mobilitat. Tot i això, de moment, els serveis de mobilitat compartida més populars i estesos continuen sense ser rendibles. Per aquesta raó, la tesi portada a terme analitza els models de negoci dels nous serveis de mobilitat compartida, amb l’objectiu de proposar millores que permetin augmentar la seva rendibilitat. També s'identifiquen els diferents usos que se'ls hi pot donar i els factors que cal tenir en compte a l’hora de dissenyar-los i implementar-los. La metodologia utilitzada per a aquesta investigació és l'estudi de casos, els quals s'han desenvolupat a través d'enquestes i entrevistes. La recerca comença amb l'estudi de l'ecosistema de mobilitat actual i futur, i el comportament de la indústria de l'automòbil en aquest context. Tot seguit es desenvolupen cinc casos d'estudi. En el primer s'analitzen els models de negoci dels serveis de mobilitat compartida que s’ofereixen amb cotxes, es a dir, els serveis de carsharing, ridesharing i ride-hailing, amb la finalitat de trobar sinergies entre ells per a proposar un model de negoci combinat. El segon té com a objectiu estudiar els patrons de mobilitat dels ciutadans i la seva intenció en utilitzar els serveis de mobilitat compartida. El tercer i el quart cas d'estudi se centren a identificar els factors de disseny i els casos d'ús dels serveis d'on- demand shared ride-hailing. Aquesta part de la investigació es fixa en aquests serveis pel potencial que poden tenir quan els cotxes siguin autònoms, i per les oportunitats que el software que utilitzen representen per al transport públic, amb busos que podrien convertir-se en serveis de transport a demanda. Per últim, en el cinquè cas d'estudi s'analitza l’ecosistema de mobilitat des de la perspectiva dels governs locals i dels proveïdors de tecnologia i d'assegurances, s'estudia la viabilitat de la combinació d'usos en els serveis de mobilitat compartida, i es detecten quines són les barreres amb què es troben aquests nous models de negoci.
La confluencia de la tecnología digital y la conectividad ha motivado, en varios sectores, el auge de las actividades de economía compartida basadas en aplicaciones. Concretamente, en el sector de la movilidad se ha experimentado un crecimiento de las iniciativas de transporte compartido a la demanda. Estos nuevos modelos de negocio están transformando el sector de la movilidad urbana, que pasa de tener una oferta limitada de servicios de transporte a un escenario lleno de nuevos actores que ofrecen diferentes servicios de movilidad a la carta. Este cambio en la movilidad urbana también impacta en la industria del automóvil, donde fabricantes como SEAT no solo ven la oportunidad que sus coches sean utilizados por estos nuevos servicios, sino que además se empiezan a ver como posibles proveedores de servicios de movilidad. Aun así, por el momento, los servicios de movilidad compartida más populares y extendidos continúan sin ser rentables. Por esta razón, la tesis llevada a cabo analiza los modelos de negocio de los nuevos servicios de movilidad compartida, con el objetivo de proponer mejoras que permitan aumentar su rentabilidad. También se identifican los diferentes usos que se les puede dar y los factores a tener en cuenta en el proceso de diseño e implementación. La metodología utilizada para esta investigación es el estudio de casos, los cuales se han desarrollado por medio de encuestas y entrevistas. La investigación empieza con el estudio del ecosistema de movilidad actual y futuro, y el comportamiento de la industria del automóvil en este contexto. Posteriormente se desarrollan cinco casos de estudio. En el primero se analizan los modelos de negocio de los servicios de movilidad compartida que se ofrecen con coches, es decir, los servicios de carsharing, ridesharing y ride-hailing, con el fin de encontrar sinergias entre ellos para proponer un modelo de negocio combinado. El segundo tiene como objetivo estudiar los patrones de movilidad de los ciudadanos y su intención al utilizar los servicios de movilidad compartida. El tercer y el cuarto caso de estudio se centran en identificar los factores de diseño y los casos de uso de los servicios de on-demand shared ride-hailing. Esta parte de la investigación se centra en estos servicios por su potencial con la llegada del coche autónomo, y por las oportunidades que el software que utilizan representan para el transporte público, con autobuses que podrían convertirse en servicios de transporte a la demanda. Por último, en el quinto caso de estudio se analiza el ecosistema de movilidad desde la perspectiva de los gobiernos locales y de los proveedores de tecnología y seguros, se estudia la viabilidad de la combinación de usos en los servicios de movilidad compartida, y se detectan cuáles son las barreras para estos nuevos modelos de negocio.
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Perez, Miguel Maria Cardoso. "Business development in Siemens global shared services delivery center Portugal". Master's thesis, NSBE - UNL, 2013. http://hdl.handle.net/10362/11641.
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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and EconomicsThe aim of this report is to assess the main possibilities of business development in Siemens Global Shared Services Delivery Center Portugal. The report exploits the growth alternatives of existing and new services to current clients. It is concluded that the center will need to take different initiatives to answer the diverse possibilities to move services to the center. It will need to evaluate the trade-off between effort and return, to demonstrate outstanding results and selling skills to convince potential clients, to start almost from scratch new business lines and to enrich the center with resources, capabilities and expertise to enable the execution of a new range of services. Even though there is still a long and winding road ahead, the center will maintain in the road to success.
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Nompozolo, Nikiwe Nomapelo. "The value of shared corporate services in improving patient care". Thesis, Rhodes University, 2009. http://hdl.handle.net/10962/d1003844.
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This case study was undertaken from mid 2003 to December 2005. It investigates the influence of the Corporate Services Centre (CSC) on customer (patient) service quality in the East London Hospital Complex (ELHC). This approach was justified on the basis that even though most patients do not have enough knowledge of clinical practices in order to make an accurate assessment on their quality, the same patients would readily appreciate factors such as faster turnaround times, drug availability and cleanliness. The study focuses on both service providers and end users for a quality health service delivery by looking at the potential of the shared corporate services centre. This was done by identifying important areas for improvements, such as response times, waiting periods and other aspects of the various services. The ELHC was formed from the merger of Frere and Cecilia Makiwane Hospitals, with a distance of 26km between the two institutions. The complex itself was in its infancy stages, having had to go through a process of re-engineering, rationalisation and standardisation of the two hospitals. The study seeks to answer the following key question: What has been the contribution of the corporate service centres in relation to health care service quality? The study examines the impediments to the realization of full potential of the Corporate Services Centre (CSC) through expedited decision-making and improved turnaround times. The main functions of the CSC were Procurement and Asset Management; General Administration (including but not limited to Transport, Office equipment, Patient Administration, Office Support, and Professional Secretariat Support); Financial Management and Administration; and Human Resource Management and Human Resources Administration. The study recommends that the CSC, to justify its existence, needs to consult with the clinicians and the patients to better understand what their needs and aspirations are. The study also emphasizes that the CSC is there purely to remove the administrative load and ease the processes and the biggest mistake is to make it an authority over the hospital, instead of being a support. Finally, it was realized that a lot of structural changes, business processes and organisational cultural changes are essential if one wants to create an impact through shared corporate services.
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Ortega, Manuel y Paulina López. "Unidad de negocio -cobranza judicial e incautaciones legal shared services". Tesis, Universidad de Chile, 2018. http://repositorio.uchile.cl/handle/2250/168234.
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TESIS PARA OPTAR AL GRADO DE MAGÍSTER EN ADMINISTRACIÓNOrtega, Manuel, [Parte I], López, Paulina, [Parte II]
Scania, una empresa líder en la industria del transporte, ofrece camiones y buses con sus respectivos servicios. Dentro de los resultados de la financiera en Chile se evidencian altos niveles de incobrabilidad y provisiones de malas deudas en los últimos 2 años; que no está en línea con los buenos resultados del grupo en el extranjero, debiendo entonces crear una estrategia para atacar esta situación, utilizando de la mejor forma posible los recursos con los que cuenta el grupo. Se observó que la estrategia de cobranza está siendo modificada para estar más alineada con la estrategia de Scania Finance Chile, sin embargo, las actividades asociadas como cobranza judicial e incautaciones, que hoy se encuentran externalizadas, no logran abarcar el volumen que requiere incautar la financiera, teniendo casi 100 vehículos en proceso todavía sin resultados. Los honorarios por incautación podrían reducirse si el propósito de la cobranza judicial fuese llegar a un acuerdo, en vez de una incautación del vehículo. Se propone como objetivo del proyecto mejorar, transparentar e internalizar los procesos de Cobranza judicial e incautación, mediante la creación de una unidad de negocios que permita poseer mayor control sobre estos procesos y dar más valor a la financiera utilizando los recursos con los que ya cuenta el grupo para reducir tiempos y aumentar la probabilidad de recuperación voluntaria. Para lograr estos objetivos se utilizará como fianza la propiedad de la casa central Scania para facilitar los procesos legales. Por su monto, permitirá conducir un mayor número de juicios dado su alto valor. También se utilizará la tecnología con la que cuenta Scania para ubicar los vehículos (FMS) y la información de su red de sucursales para identificar los movimientos del vehículo, apoyando a los incautadores construyendo así la ventaja competitiva de la empresa. La compañía espera resultados positivos a partir del segundo año, alcanzando al año 6 su estabilidad con resultados operativos sobre el 23% de sus ingresos. El proyecto entonces se predice rentable con una tasa de un 16.8% que genera un VAN de $117.895.247 a 10 años y una TIR de 29%. El payback estimado se recupera en 4.5 años y su valor terminal resulta en $842.575.464.
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Guterres, Carlos José Vaz. "Contributos para a sustentabilidade dos serviços partilhados : modelos organizacionais e determinantes da qualidade". Doctoral thesis, Instituto Superior de Economia e Gestão, 2018. http://hdl.handle.net/10400.5/15866.
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Doutoramento em GestãoOs serviços partilhados constituem um modelo desenvolvido a partir da prática de algumas organizações, que contou com o apoio de empresas de consultoria e só muito recentemente registou o interesse da comunidade académica. A presente investigação insere-se neste contexto, estudando este modelo nas várias áreas da gestão, com o objetivo de fornecer contributos válidos para a sustentabilidade do modelo de serviços partilhados nas organizações. A partir de uma fundamentação teórica, esta investigação foi conduzida para o estudo de um modelo de gestão adequado a cada caso e a identificação dos determinantes da qualidade para garantir a satisfação dos clientes, consideradas como as principais condições para garantir a sustentabilidade do modelo de serviços partilhados. A qualidade revelou ser um dos principais problemas com que se debatem as organizações, pelo que o segundo objetivo específico desta investigação pretendeu identificar, não só os determinantes da qualidade para assegurar a satisfação dos clientes dos Centros de Serviços Partilhados, como ainda a sua importância ao nível do modelo. As conclusões apontam no sentido de que não existem bons ou maus modelos, mas sim modelos que se encontram, ou não, adequados aos objetivos estratégicos de cada organização. Assim, a sustentabilidade do modelo não foi identificada como um processo evolutivo, mas pela sua adequabilidade aos objetivos da organização. Os resultados desta investigação vieram fornecer às organizações a indicação de um modelo adequado em função dos objetivos estratégicos, assim como a possibilidade de ajustar os seus modelos de gestão em função das expetativas dos clientes.
Shared services is a model developed from the practice of some organizations, which had the support of consulting firms, and only recently, the academic community became interested. This research fits into this context, since it studies this model in various areas of management, in order to provide valuable contributions to the sustainability of the shared services model in organizations. From a theoretical ground, this research was conducted to identify a suitable management model for each case and to identify the quality determinants to ensure customer satisfaction, considered as the main conditions to ensure the sustainability of the shared service model. The quality proved to be a major problem faced by the organizations, so the second specific objective of this investigation intended to identify not only the determinants of quality to ensure customer satisfaction of the Shared Services Center, as its importance in terms of the model. The findings point to the effect that there are neither good nor bad models, but models that are appropriate or not to the strategic objectives of each organization. Thus, the sustainability of the model was not identified as an evolutionary process, but for its suitability to the organization's goals. The results of this research provide organizations with the appointment of a suitable model to the objectives, as well as the ability to adjust their business models in line with customer expectations.
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Glahn, Carsten von. "Shared services : Gestaltungskonzepte zur Bereitstellung von IT-Leistungen in multinationalen Konzernen /". Berlin : Logos-Verl, 2007. http://deposit.d-nb.de/cgi-bin/dokserv?id=3060178&prov=M&dok_var=1&dok_ext=htm.
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SANTOS, MURILO RODRIGUES DOS. "FORMATION OF MANAGEMENT COMPETENCIES IN SHARED SERVICES CENTERS: A CASE STUDY". PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2013. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=22187@1.
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PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIROEste estudo teve como objetivo central investigar os fatores críticos para formação de competências de gestão em unidades de Serviços Compartilhados. Em função das características e dos objetivos distintos destas unidades, é possível supor que também há necessidade de desenvolvimento de competências gerenciais específicas para a sua gestão. Esta pesquisa pode ser caracterizada como um estudo de caso de natureza qualitativa e foi realizada em uma grande empresa brasileira de sociedade mista do ramo de energia integrada. O principal meio de coleta de dados adotado foi a entrevista em profundidade a partir de um roteiro semiestruturado. Entre setembro e dezembro de 2012, foram entrevistados, na cidade do Rio de Janeiro, 14 empregados, de diversos cargos, participantes de um programa de desenvolvimento de potenciais gerentes lotados na unidade Serviços Compartilhados da empresa em estudo. Os resultados indicaram que os participantes do programa de potenciais gerentes valorizam e desejam atividades práticas e vivências na formação das competências gerenciais, que seriam viabilizadas pelos processos de aprendizagem informais oportunizados pela empresa. Entretanto, o programa, efetivamente, dispõe em maior parte de processos formais de aprendizagem. Com isso, evidencia-se a necessidade de proporcionar oportunidades de desenvolvimentos não formais, inclusive, devido ao fato de o potencial gerente estar em processo de capacitação para atribuições e responsabilidades de maior complexidade e precisa, assim, melhorar sua capacidade de articular seu repertório de conhecimentos com o contexto atual. Além disso, foi destacada a importância do papel dos gerentes atuais e a necessidade de avaliação e feedback no acompanhamento do desenvolvimento desses indivíduos.
This study aimed to investigate the critical factors to the formation of management skills in units of Shared Services. Taking into account the characteristics and the distinct objectives of these unities, it is possible to assume that there is also a need to develop specific management competencies to their management. This research can be labeled as a case study of qualitative nature and it was developed in a large semi-public company of the integrated energy sector. The principal means of data collection adopted was the in depth interview from a semi structured guide. From September 2012 to December 2012, 14 employees of different posts were interviewed, in Rio de Janeiro city. These employees were also participating in a potential managers development program and were allocated at the Shared Services unity of the analyzed company. The results showed that the program participants value practical activities and experiences in the formation of management skills, which would be possible through informal learning processes provided by the company. However, the program, in fact, disposes mostly of formal learning processes. Thus, it is visible the need of providing informal opportunities of development even due to the fact that the potential manager is in the process of training for roles and responsibilities of major complexity and needs, therefore, to improve the capacity of articulating its knowledge portfolio in the current background. Moreover, it was highlighted the importance of the current manager s role and the need for assessment and feedback in monitoring the development of these individuals.
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Sutthijakra, Titawadee. "Rethinking 'simplified' bookkeeping : a case study of the shared services centre". Thesis, University of Exeter, 2016. http://hdl.handle.net/10871/24093.
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It is more than a decade that the way of organising the bookkeeping function through the shared services model has been widely adopted by organisations. Large multinational companies usually offshore bookkeeping activities to shared services centres (SSCs), established in cheaper locations. However, a phenomenon of SSC bookkeeping is relatively a black-box in academia. Academic literature on bookkeeping practices in recent times, as well as bookkeepers involved, is scarce. In particular, there is a widely held view that activities constituted by this supporting function in this age of advanced computerisation are ‘simplified’ and ‘low-skilled’. Therefore, this thesis explores this relatively-neglected (but important) area in accountancy, with the purpose to enhance understanding of the extent of simplification and deskilling of SSC bookkeeping. By conducting an interpretivist case-study of a SSC in South East Asia, owned by a large European airline, a new perspective on bookkeeping practices is offered. The thesis, theoretically informed by an ‘institutional’ lens of Burns and Scapens (2000), supplemented with a view of new institutional sociology, argues that SSC bookkeeping is not a low-skilled and simple practice, and that there is an incongruence between the widely held perception of simplified bookkeeping and the actual complex nature of (in particular, SSC) bookkeeping practices. Also, this thesis illuminates that the beancounter image does not capture characteristics of bookkeepers in the SSC who are shaped to be mindful, active, adaptive, and socialised. Furthermore, the case study enables us to see the way the bookkeeping function can play an active and influential role, when being a ‘core’ function in the SSC. Indeed, knowledge created by this thesis is original and interesting, since it challenges the widely held perception. Moreover, grounded on the empirical evidence, contributions to Burns and Scapens (2000) and organisational routines research are proposed.
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Martin-Pérez, Nuria-Julia. "Service-Center-Organisation : neue Formen der Steuerung von internen Dienstleistungen unter besonderer Berücksichtigung von Shared Services /". Wiesbaden : Gabler, 2008. http://d-nb.info/989642070/04.
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Martin-Pérez, Nuria. "Service-Center-Organisation Neue Formen der Steuerung von internen Dienstleistungen unter besonderer Berücksichtigung von Shared Services /". Wiesbaden : Gabler, 2008. http://sfx.metabib.ch:9003/sfx_locater?sid=ALEPH:DSV01&genre=book&isbn=978-3-8349-1270-1&id=doi:10.1007/978-3-8349-8119-6.
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Bieg, Melanie y Mathilde Helgesson. "The role of innovation resistance in the design of service innovations : A study on shared mobility services". Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-387835.
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According to innovation literature, between 50% and 90% of innovations fail. An explanation for failing innovations is offered by scholars in the field of innovation resistance, who argue that it is more relevant to pay attention to the reasons why consumers reject an innovation, rather than learning about their motivations to adopt a new product or service. At the same time, previous marketing literature has devoted little attention towards design, despite its strategic importance and its role as a driver of innovation and competitive advantage. The purpose of this study was to investigate how companies perceive innovation resistance towards service innovations and how it is reflected in the service design. The major takeaways in this study revealed that companies were aware of all the barriers, except for social risk and perceived security risk. Furthermore, companies made most service design adaptations based on the usage and value barrier both prior and post launch. Also, although the tradition and norm barrier and image barrier were considered critical for an innovation’s success, companies did not change the service design accordingly. Finally, it was revealed that companies followed a hybrid approach of innovation, where more of a design-driven innovation strategy was used to generate innovation ideas and a user-centered approach was applied by involving consumers in pilot studies and listening to the consumer voices post launch.
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Kagelmann, Uwe. "Shared Services als alternative Organisationsform : am Beispiel der Finanzfunktion im multinationalen Konzern /". Wiesbaden : Dt. Univ.-Verl. [u.a.], 2006. http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=016034428&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA.
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Olsen, Tim. "Realizing Shared Services - A Punctuated Process Analysis of a Public IT Department". Digital Archive @ GSU, 2012. http://digitalarchive.gsu.edu/cis_diss/49.
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IT services are increasingly being offered via a shared service model. This model promises the benefits of centralization and consolidation, as well as an increased customer satisfaction. Adopting shared services is not easy as it necessitates a major organizational change, with few documented exemplars to guide managers. This research explores a public IT unit’s realization of shared services with the intent to improve the transparency of its value proposition to their stakeholders. An ethnographic field study enabled in-situ data collection over a 24-month period. We analyzed the resulting, rich process data using the Punctuated Socio-Technical IS Change (PSIC) model. This resulted in several contributions: an explanatory account of shared services realization, an empirically grounded punctuated process model with seventeen critical incidents, and twelve key lessons for practitioners. Several extensions to extant process research methods are developed. These contributions combine to form a detailed and nuanced understanding of the process of realizing IT shared services at a large public university over a multi-year period.
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Eksteen, Lydia Katriana. "Designing and implementing a shared services model for Capricorn Investment Holdings, Namibia". Thesis, Stellenbosch : University of Stellenbosch, 2007. http://hdl.handle.net/10019.1/4870.
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Thesis (MBA (Business Management))--University of Stellenbosch, 2007.ENGLISH ABSTRACT: This report presents a structured approach to design and implement a shared services model for Capricorn Investment Holdings (CIH), Namibia. Shared services are tactical by nature and aim to support the organisation's strategy. Shared services are the consolidation of support activities into a business unit which operates on business principles and focuses on value creation, and the leverage of the skills and knowledge in an organisation. The successful transformation to a shared services business unit requires the transformation of the employees (people), business processes, and technology. Without the required transformation shared services will remain "faddish-, and the organisation will not gain the full benefits associated with shared services. The banking operations under the CIH group, similar to the other banks in Namibia are under ever increasing pressure to reduce costs, improve service, develop and deliver high quality banking products. These issues are important to increase market share and profits in order to position themselves as leaders against both traditional and non-traditional competition. CIH group now has a perfect opportunity, with business in Botswana, Zambia and Namibia to build a shared services model suitable to its needs and also to support the group strategy to expand throughout Africa. Although geographically dispersed operations or transaction centres will not go the way of the dinosaur, companies must design and manage each support function according to the integrated and, when possible, standardised model. This framework should allow for necessary geographic, regulatory or cultural variations, while ensuring maximum control and management. It must also achieve economies of scale and leverage employee expertise. That is why CIH firstly started off, with the process blueprint project, which caters for standard processes, and will be rolled out to the rest of the banking business. Secondly, after completion of the process blueprint project, CIH is going to follow a component business approach in order to make the transition to a shared services model much easier. Component business models offer a proven approach to driving a specialised focus, both internally and externally. With this exercise, CIH will be in a position to identify both the core and non-core components of its banking business. This will enable the group to take an informed decision on which components to share and which should remain in the different business units. Thirdly, the group is going to redesign the supply chain. Especially with the shared services model, a much closer, deeper relationship with intermediaries and service companies should be built to ensure that the group move in a customer centricity way. The optimum relationship would be long-term cooperation, joint planning of sales strategy and operations, and shared knowledge in order to optimise business, develop innovative initiatives and continuously improve to consolidate market position. Further to this study, CIH is going to re-evaluate its value chain where the support activities in a single organisation are extended across organisations, multiple companies, divisions or business units to cater for its expansion strategy. Lastly CIH, with its approach to firstly sharing the IT structure, then business processes, still have a few critical decisions to make. The shared services centre involves finding and assessing service providers, determining geographies from which to source the services, like will it be Botswana, Zambia, Windhoek or South Africa? Other critical issues are developing contracts, defining service levels and a myriad of other tasks. Whichever road CIH chooses, successful implementation demands considerable front-end investment and cultural transformation. To clear these initial hurdles, the group, especially senior management, must be fully committed to significant change. Key to successful implementation is distinguishing between the types of services to share, developing service contracts, choosing shared services staff carefully, benchmarking the service against outside vendors, establishing a governance board and designing an implementation approach unique to the specific needs of the group. It is very important to ensure successful transformation of the shared services model, existing of all the projects currently running within the group. In order to do that the executive team should know that implementing shared services is not a simple process. The rollout and implementation will take time, at least one to two years. Finally, building a shared services model requires focusing on the internal clients. The solution is not a simple, quick fix, but calls for careful consideration and implementation of all the points made throughout the course of this research report, from strategy and design to governance and transparent metrics.
AFRIKAANSE OPSOMMING: Hierdie verslag stel 'n gestruktueerde benadering voor tot die ontwikkeling en implimentering van 'n gedeeldedienste-model vir Capricorn Investment Holding groep (CIH) Namibie. Gedeeldedienste is takties van aard en het ten doel om organisasie- struktuur te ondersteun. Die beginsel van gedeeldedienste impliseer die samevoeging van Ondersteuningsaktiwiteite en fokus op waarde ontsluiting en die hefboom van kennis en vaardighede binne die organisasie. Die sukses van transformasie na gedeeldedienste is afhanklik van die transformasie van die mense, prosesse en tegnologie in die organisasie. Sonder hierdie transformasie sal gedeeldedienste onsamehangend gelewer word en sal die organisasie nie die volle voordele daarvan geniet nie. Bankdienste binne die CIH groep, soos ook die geval is met ander handelsbanke in Namibie,is geduring onder toenemende druk om kostes te verlaag, dienslewering- standaarde te verhoog en bankprodukte van kwaliteit te voorsien. Hierdie aangeleenthede is belangrik om markaandeel te verhoog en wins te verseker, maar ook om die CIH groep te posisioneer as markleiers onder beide tradisionele en minder tradisionele rolspelers. Die CIH-groep is nou in 'n gunstige posisie met besigheid in Botswana, Zambie en Namibia, om 'n gedeeldedienstemodel daar te stel wat die groep se strategie vir uitbreiding in Afrika kan ondersteun. Alhoewel geografies wydverspreide operasies of dienspunte nie sal verdwyn nie, moet die onderskeie maatskapye ondersteuningsdienste ontwerp en bestuur volgens 'n geintegreerde en, waar moontlik, 'n gestandaardiseerde model. Hierdie raamwerk moet ruimte laat vir geografiese, wetlike en kulturele verskille terwyl dit effektiewe kontrole en bestuur moet verseker. Dit moet ook aan die beginsel van skaalekonomiee voldoen en moet die optimale benutting van vaardighede van personeel verseker. Om hierdie rede het CIH 'n projek geloots, Proses Witskrif, wat die standaard prosesse verval. Hierdie projek sal uiteindelik ook die res van die prosesse in die bank se besigheid insluit. Na voltooiing van die Proses Witskrif projek sal CIH 'n benadering volg van besigheid in komponente om sodoende die transformasie na 'n gedeeldedienste-model te vergemaklik. Die model van besigheid in komponente bied 'n beproefde benadering tot die implimentering van 'n gespesialiseerde fokus, beide intern en ekstern. CIH sal met die implimentering van hierdie projek beide kern en nie-kern komponente van die bank se besigheid kan identifiseer. Dit sal die groep in staat stel om ingeligte besluite te neem oor watter komponente gedeel behoort te word, en oor watter komponente in die verskillende besigheidseenhede moet bly. Hierna kan die groep die verskaffingsketting herontwerp. Om te verseker dat die groep sake doen in 'n klientgesentreerde manier, veral met die gesentreerdedienste-model moet hegter verhoudings met tussengangers en diensverskaffers gesmee word. Die ideale verhouding is een van langtermyn samewerking, gesamentlike beplanning van verkoopstrategiee, die implementeering van operasies, en 'n gedeelde poel van kennis om sodoende operasies, ontwikkeling van innoverende voorstelle en deurlopende verbetering van markaandeel te bewerkstellig. Vervolgens gaan CIH sy waardeketting herevalueer waar ondersteuningsaktiwiteite in die groep oor die grense van organisasie, maatskappye, afdelings of besigheids- eenhede strek om sodoende te beantwoord aan sy uitbreidingstrategie. Laastens sal CIH met 'n benadering van gedeelde tegnologiese platvorms en besigheidprosesse nog 'n paar kritieke besluite moet neem. Die gedeeldedienste-sentrum moet geskikte diens- verskaffers identifiseer en beoordeel, of dit in Botswana, Zambia, Namibie of Suid Afrika moet wees. Verdere uitdagings is die ontwikkeling van kontrakte en definiering van diensleweringstandaarde asook ander aspekte. Afgesien van watter rigting die groep mag inslaan, sal suksesvolle implementering 'n relatiewe hoe aanvanklike beleggings- en kulturele-transformasie verg. Ten einde hierdie aanvanklike hindernisse te oorkom, moet die groep, veral senior bestuur, ten volle toegewyd wees aan groot verandering. Die sleutel van suksesvolle implementering le in die vermoe om te bepaal watter dienste gedeel moet word, watter standaarde van diensleweringooreenkomste te ontwikkel, personeel wat gedeelde dienste moet lewer noukeuring te kies, dienslewering te meet aan standaarde van eksterne verskaffers, 'n beheerliggqaam te vestig en 'n benadering tot implementering te ontwerp wat die spesifieke behoeftes van die groep kan vervul. Dit is belangrik om te verseker dat suksesvolle transformasie van die gedeeldedienste-model alle bestaande projekte kan akkomodeer. Die kompleksiteit hiervan moet nie deur senior bestuur onderskat word nie. Die ontwerp en implimentering kan een tot twee jaar neem. Dit verg verder 'n deurlopende benadering van fokus op interne kliente. 'n Oplossing verg deeglike oorweging en implimentering van alle aspekte wat tydens die navorsing na vore gekom het. Dit sluit strategie en ontwerp in om sodoende deursigtige beheer te verseker.
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Simões, Ricardo Manuel Carreira de Avelar. "Challenges and success factors on the implementation of a shared services center". Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/19827.
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Mestrado em Ciências EmpresariaisEste estudo é focado na implementação de um CSP numa organização multinacional em Portugal, tendo por objectivo analisar aprofundadamente os desafios trazidos pela mudança de processo numa implementação deste tipo. Num nível mais profundo, como esses desafios afectaram a organização, como o CSP se tornou um caso de sucesso para a organização, apontando os factores por detrás desse sucesso, e discutindo como a equipa reagiu a todos os processos de mudança. Com o propósito de alcançar resultados válidos e detalhados, este trabalho baseia-se no estudo de caso dessa mesma empresa, onde diversos dados foram recolhidos durante os primeiros dois anos de implementação do centro, através de observação directa, participação activa, e através da realização de cinco entrevistas a membros da organização em vários departamentos. Através da análise de todos os dados recolhidos ao longo destes dois anos, as conclusões retiradas deste estudo são que as principais razões para estabelecer um CSP em Portugal não foram apenas redução de custos, mas também o elevado nível de educação, apesar de terem surgido alguns desafios durante o percurso, nomeadamente relacionados com idiomas e comunicação. Para além disso, existe concordância no facto de que os principais factores para o sucesso da implementação do CSP se prende com a elevada qualidade da formação, e com a elevada capacidade das pessoas se adaptarem à mudança.
This study focus on the implementation of a SSC for a Multinational organization in Portugal, aiming to deeply analyze the challenges brought by the changing process of such implementation. On a deeper level, how they affected the organization, how the SSC became a success case for the organization, by naming the factors behind such success, and by discussing how the team reacted to all the change processes. In order to achieve valid and detailed results, this work is based on a case study of that same company, where several data was collected during the first two years of the implementation of the center, through direct observation, active participation, and by conducting five interviews to members of the organization in several departments. By analyzing all the data collected along these two years, the conclusions drawn from this case study are that the main reasons for establishing a SSC in Portugal were not only cost reduction, but also the high level of education, even though there were a few challenges down the road, namely addressed with language and communication. In addition, it was agreed that the main factors for the success of the SSC implementation is related to the high quality training, and people being able to adapt and embrace change.
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McIntosh, Gretchen D. "The CAPA Administrative Shared Services Network: A Case Study in Columbus, Ohio". The Ohio State University, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=osu1437661913.
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Erkers, Elin y Jenny Lundén. "Human Recources Shared Service Center ur ett användarperspektiv : En kvalitativ studie avseende första linjens chefers erfarenheter av HR-Direkt". Thesis, Högskolan Dalarna, Institutionen för kultur och samhälle, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:du-37507.
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Syftet med denna kandidatuppsats är att undersöka hur ett HR-Shared Service Center fungerar ur ett användarperspektiv inom offentlig sektor. Fokus ligger på att undersöka första linjens chefers erfarenheter av Region Dalarnas motsvarighet till ett Shared Service Center (SSC), benämnt HR-Direkt. Utifrån studiens teoretiska referensram är SSC en av tre funktioner i vad Ulrich (1995) kallar HR-transformation vilket ska bidra till att effektivisera HR-arbete. Övriga delar i HR-transformationen är expertenheter och Human Resources Business Partners (HRBP). HR-transformation är kärnan i ett centraliserat HR-arbete där fokus ligger på kostnadsreducering och därmed förenlig med offentlig sektors skattefinansierade verksamhet. Vi argumenterar för att HR-transformationen direkt och indirekt får en betydande roll för både personalarbetets och organisationens effektivitet. Resultatet visar att första linjens chefers erfarenheter och åsikter om Regionens SSC; HR-Direkt står i direkt korrelation med första linjens chefers relation med sin HRBP, de första linjens chefer vilka har en god relation till sin HRBP har även en bra upplevelse av funktionen HR-Direkt medan de första linjens chefer vilka har en sämre relation till sin HRBP är missnöjda med HR-Direkt. Vidare visar resultatet att en otydlig ansvarsfördelning mellan HRBP och HR-Direkt bidrar till ett missnöje av HR-funktionen som helhet bland första linjens chefer. Studien har genomförts utifrån en kvalitativ ansats där nio semistrukturerade intervjuer med första linjens chefer, HRBP samt HR-Chef från Region Dalarna har genomförts. Resultatet från intervjuerna jämförs sedan med tidigare forskning i flera analysdelar och därefter presenteras en avslutande diskussion och slutsats. Vi anser att den befintliga forskningen tenderar att fokusera på organisatoriska aspekter av nyttan med ett SSC, till exempel ekonomisk vinning genom ett effektiviserat arbete. Vår förhoppning är att kunna påvisa att mer forskning bör riktas mot användare av SSC inom HR-fältet samt att vår studie kan fylla en del av kunskapsgapet avseende användares erfarenheter av ett SSC.The purpose of the study was to explore how a HR Shared Service Center operates from a user perspective within the public sector. The focus is to explore the experience of Line Managers using Region Dalarna´s equivalent to a HR Shared Service Center, called HR-Direkt. Based on the study´s theoretical frame of reference, SSC is one of three functions that will contribute to the streamlining HR activites as part of a HR transformation programme as outlined by Ulrich. Other parts of the HR transformation are units of expertise and Human Resources Business Partner. HR transformation is the core of centralized HR work where the focus is cost reduction and thus compatible with public sector tax-financed function. It can be argued that the HR transformation has a great significance for the efficiency of both personnel work and the organization both directly and indirectly. The results have shown that line managers experiences concerning the Regions HR-SSC are in direct correlation with the line managers relationship with Human Resources Business Partner. The respondents who have a good relationship with their HRBP also have a good experience of HR-Direkt while respondents who have less favourable relationship with their HRBP are dissatisfied with HR-Direkt. Furthermore, the results show that an unclear distribution of responsibilities between HRBP and HR-Direkt causes dissatisfaction with the whole HR function among Line Managers. The study was based on a qualitative approach where nine semi-structured interviews with line managers, HRBP and the HR manager from Region Dalarna were conducted. The results from the interviews were then compared with the previous research using several forms of analysis before a discussion and conclusion are presented. The believe is that existing research tends to focus on organizational aspects of the benefits of an SSC, such as financial gain through streamlined work. The aim of this paper is to be able to demonstrate that more research should be directed at users of SSC in the HR field and that this study can fill part of the knowledge gap regarding users’ experiences of an SSC.
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Baron, Opher 1970. "Pricing and admission control for shared computer services using the token bucket mechanism". Thesis, Massachusetts Institute of Technology, 2003. http://hdl.handle.net/1721.1/16634.
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Thesis (Ph. D.)--Massachusetts Institute of Technology, Sloan School of Management, 2003.Includes bibliographical references (p. 196-199).
This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.
This dissertation presents and analyzes token-bucket pricing schemes for shared resources. This research is motivated by the computer services industry, where services are provided mostly on a dedicated basis. However, leading computer companies such as HP and IBM forecast that external service providers will share resources between customers, in order to realize economies of scale. Two of the challenges faced by providers and consumers of shared services are admission control and pricing. In order to allow sellers to guarantee service levels, we recommend that pricing schemes for shared resources include admission controls. The implementation of such schemes requires understanding of buyers' and sellers' actions and a characterization of the admission control. This dissertation reviews the computer services supply-chain and proposes a five-step procedure for analyzing the pricing of shared services. Then it extends the usage of token-bucket and token-bucket-with-rate-control admission controls to pricing schemes. We show that for the token-bucket (token-bucket-with-rate-control) mechanism the bucket level behaves as a two- (one-) sided regulated random walk. Thus, the performance analysis (loss sales or backlog) is identical to the analysis of threshold crossing probabilities of regulated random walks. This dissertation's main contribution is an upper bound on the probability of a two-sided regulated random walk being on its "rare" boundary. Using the bounds developed, we solve constrained or relaxed versions of the buyer's problem. For the token-bucket-with-rate-control pricing scheme and exponential demand the buyer's problem can be solved in closed form.
(cont.) Moreover, numerical experiments show that the approximate solutions for the normal demand case are within 1% of optimal. Similar results hold for the token-bucket mechanism. Finally, we characterize the output stream of these admission controls (the jumps of one- or two-sided regulated random walks). We use a Brownian motion approximation for the bucket level process, but still consider the actual demand and arrival processes. Moreover, we enhance the performance of this approach by relating fill rates with the percentage of periods with losses. Numerical results show that in both mechanisms, when demand is exponential or normal, the approximated first two moments of the output stream are, typically, within the 99% confidence intervals.
by Opher Baron.
Ph.D.
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McDougall, Daniel. "Knowledge flows in knowledge management : an examination in an HR shared services environment". Thesis, University of Manchester, 2006. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.631237.
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This I doctoral thesis examines a specific aspect of Knowledge Management (KM). This is knowledge sharing and the knowledge relationships that exist in knowledge flows through processes in organisations. It focuses on cultural influences on knowledge flows through knowledge coordinating mechanisms. This study is conducted through qualitative methods. The study involves immersion and snow ball sampling interviews to uncover the forms, perceptions and cultural factors influencing the operation of knowledge flows. The interpretive approach makes possible a deeper examination of perceptions of knowledge on the operation of a process from the perspective of those involved, and their perceptions of the other agents involved. Human Resources (HR) Shared Services are a means to address concerns surrounding qUality and cost in transactional oriented HR services. This study compares internal HR Shared Services and externally outsourced models. They are currently one of the most lucrative and popular means of outsourcing aspects of the firm. As a process they incorporate a broad range of knowledge flows that can be considered as reasonably stand alone. The hierarchical construction of HR Shared Services makes them representative of many processes within organisations from which generalisations can be drawn. This study argues in favour of KM being applicable to hierarchically oriented organisations and not just suitable for specific knowledge focused organisations. Knowledge flows are seen as the means for organisations to focus their corporate cultures to facilitate knowledge sharing and exchange. In this case it provides more relevant HR advice through better use of resources and improves the quality of the prOduct. It facilitates sustained competitive advantage in the use of combining resources of organisations in unique ways. It builds on a theoretical foundation of Cultural means of coordinating knowledge and by considering perceptions of agents in knowledge studies. It also considers how conflicts can be resolved and the issue of knowledge hierarchies.
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Tsagkari, Kleopatra-Zoi. "Organizing for Innovation in a Shared Services Organization: A Case Study of Ericsson". Thesis, KTH, Entreprenörskap och Innovation, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-189035.
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Intense global competition and rapid technological advances have seen innovation become central towards enabling firms to adapt and rejuvenate themselves. While firms become increasingly focused on innovation, the challenge of managing innovation and developing innovation capabilities still remains. The purpose of this thesis is to analyse and evaluate the innovation capabilities of Ericsson’s Shared Services Organization (SSO). To do so, the existing literature and theories are synthesized and a multi-dimensional framework is utilized to conceptualize the determinants of organizational innovation capabilities. This framework is applied to analyse and evaluate the innovation capabilities of Ericsson’s SSO. Empirical data are collected through interviews in conjunction with qualitative content analysis of internal documents and participation in several meetings and discussions.Overall, the analysis of the case study revealed some common areas related to innovation capabilities, such as strategy intent for innovation, employees’ engagement with innovation initiatives, structured approach for innovation and management support. The conclusions and implications suggested reflect on the ways in which the case study could create a functional innovation program for fostering innovation in the organization and reaching its performance goals by exploiting untapped resources for innovation.
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Mutiro, Newton Sly. "The perception of corporate services in a Metropolitan Municipality on King III good governance compliance". Thesis, Cape Peninsula University of Technology, 2013. http://hdl.handle.net/20.500.11838/1000.
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Thesis submitted in partial fulfilment of the requirements for the degree
Master of Technology: Business Administration in Project Management
in the Faculty of Business
at the Cape Peninsula University of Technology
2013Good governance has been and is a growing phenomenon for almost all business organisations regardless of size, profit margins and purpose for existence. Government, quasi-government, non-governmental organisations and even civic organisations have adopted a project-based approach to business. The City of Cape Town Metropolitan Municipality is one such organisation that had adopted a project-based approach to business. The challenge was how to effectively and efficiently implement governance issues around projects and business organisations. Most organisations can easily be misled if issues of governance are not clearly defined and followed. A project-based approach helps in defining the resources needed at specific times, the time required for a specific task and the cost of a specific operation. In a multi-project environment (programme) resources are shared in a well-defined manner. The City of Cape Town Metropolitan Municipality has a huge responsibility in terms of successfully initiating, planning and implementing projects successfully. The magnitude and the dynamic complexities of their operation call for proper governance structures to be established within any municipality if service delivery is the main objective. Managing complex and mega projects calls for certain leadership traits. A fusion of these traits at different management levels will be critical for effective delivery of services to the electorate. Models and plans need to be in place as guidance to successful implementation of projects. A number of people, committees and institutions have developed different governance frameworks that can be adopted by organisations as a guide to good governance. This research is based on King III guide to good governance. Challenges experienced by other Municipalities and business organisations e.g. Nelson Mandela Municipality, Eastern Cape Education Department, Transnet, LeisureNet, Limpopo Provincial government and many others, directly relate to poor governance. This therefore calls for the investigation of the Corporate Services directorate in the City of Cape Town Metropolitan Municipality to establish the level of compliance with what King III had recommended as a framework for good governance. The City of Cape Town Metropolitan Municipality has different general governance frameworks in place. However they do not use them effectively because of different issues identified by the researcher. The major challenges facing the City of Cape Town Metropolitan Municipality are effective governance communication and lack of training in the practice of good governance. There were serious discrepancies when it comes to understanding and interpreting governance issues within the different levels of management. It is expected that an organisation like the City of Cape Town Metropolitan Municipality should have proper communication channels and effective training programmes. The researcher also found that information is not readily available to people who need it most yet the expectation is that information be readily available.
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Rosa, Raquel Alexandra Esteves. "Lean management e serviços partilhados : caso de estudo nos serviços de apoio da Força Aérea Portuguesa". Master's thesis, Instituto Superior de Economia e Gestão, 2015. http://hdl.handle.net/10400.5/10663.
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Mestrado em Contabilidade, Fiscalidade e Finanças EmpresariaisNum ambiente de constantes cortes orçamentais impulsionados pela crise económico-financeira que Portugal atravessou, as organizações do setor público preocupam-se cada vez mais com a redução de custos. Os modelos de Serviços Partilhados e a metodologia lean management têm sido utilizados pelas organizações para reduzir custos, reduzir desperdícios, aumentar a satisfação dos trabalhadores e a qualidade dos serviços e por isso têm sido alvos de estudo da literatura. O presente estudo de caso consiste em analisar a implementação dos serviços partilhados e a aplicação da metodologia lean management nos serviços de apoio da Força Aérea, mais propriamente no Complexo de Sintra e percecionar em que medida é que estas reestruturações contribuem para a melhoria dos serviços. Para a recolha de dados foram utilizados vários métodos combinados, nomeadamente: observação direta, participação ativa, algumas técnicas de auditoria, questionário aos intervenientes e entrevistas exploratórias às chefias intermédias e de topo. A maioria dos respondentes ao questionário concorda que a metodologia lean management é aplicável e útil à área dos serviços e que devia ser estendida à restante Força Aérea.
In an environment of constant budget reductions caused by the economic and financial crises that struck Portugal, the public sector organizations are increasingly concerned about cost reduction. Models of Shared Services and the lean management methodology have been used by organizations to reduce costs, reduce waste, increase worker satisfaction and the quality of services, and have therefore been a research focus. This case study intends to examine the implementation of shared services and the application of lean management methodology in support of services of the Air Force, more specifically in the Complex of Sintra (BA1-AFA-MUSAR) and understand the contribution of these changes to the improvement of services. Various combined methods were used in order to collect data, such as: direct observation, active participation (action research), some auditing techniques, questionnaire to participants and exploratory interviews with middle management and top management. The majority of respondents to the questionnaire agrees that the lean management methodology is applicable and useful to the services and should be extended to the rest of the Air Force.
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Ulbrich, Frank. "The adoption of IT-enabled management ideas : insights from shared services in government agencies /". Stockholm : Economic Research Institute, Stockholm School of Economics (EFI), 2008. http://www2.hhs.se/efi/summary/750.htm.
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Pugh, Calvin Renaldo. "Evaluation of in-house versus time-shared computer services utilizing the systems engineering process". Master's thesis, This resource online, 1996. http://scholar.lib.vt.edu/theses/available/etd-02022010-020319/.
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Miskon, Suraya. "ICT shared services in the higher education sector : foundations, benefits, success factors and issues". Thesis, Queensland University of Technology, 2013. https://eprints.qut.edu.au/61034/1/Suraya_Miskon_Thesis.pdf.
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Universities are more and more challenged by the emerging global higher education market, facilitated by advances in Information and Communication Technologies (ICT). This requires them to reconsider their mission and direction in order to function effectively and efficiently, and to be responsive to changes in their environment. In the face of increasing demands and competitive pressures, Universities like other companies, seek to continuously innovate and improve their performance. Universities are considering co-operating or sharing, both internally and externally, in a wide range of areas to achieve cost effectiveness and improvements in performance. Shared services are an effective model for re-organizing to reduce costs, increase quality and create new capabilities. Shared services are not limited to the Higher Education (HE) sector. Organizations across different sectors are adopting shared services, in particular for support functions such as Finance, Accounting, Human Resources and Information Technology.
While shared services has been around for more than three decades, commencing in the 1970’s in the banking sector and then been adopted by other sectors, it is an under researched domain, with little consensus on the most fundamental issues even as basic as defining what shared services is. Moreover, the interest in shared services within Higher Education is a global phenomenon. This study on shared services is situated within the Higher Education Sector of Malaysia, and originated as an outcome resulting from a national project (2005 – 2007) conducted by the Ministry of Higher Education (MOHE) entitled "Knowledge, Information Communication Technology Strategic Plan (KICTSP) for Malaysian Public Higher Education"- where progress towards more collaborations via shared services was a key recommendation. The study’s primary objective was to understand the nature and potential for ICT shared services, in particular in the Malaysian HE sector; by laying a foundation in terms of definition, typologies and research agenda and deriving theoretically based conceptualisations of the potential benefits of shared services, success factors and issues of pursuing shared services.
The study embarked on this objective with a literature review and pilot case study as a means to further define the context of the study, given the current under-researched status of ICT shared services and of shared services in Higher Education. This context definition phase illustrated a range of unaddressed issues; including a lack of common understanding of what shared services are, how they are formed, what objectives they full fill, who is involved etc. The study thus embarked on a further investigation of a more foundational nature with an exploratory phase that aimed to address these gaps, where a detailed archival analysis of shared services literature within the IS context was conducted to better understand shared services from an IS perspective. The IS literature on shared services was analysed in depth to report on the current status of shared services research in the IS domain; in particular definitions, objectives, stakeholders, the notion of sharing, theories used, and research methods applied were analysed, which provided a firmer base to this study’s design.
The study also conducted a detailed content analysis of 36 cases (globally) of shared services implementations in the HE sector to better understand how shared services are structured within the HE sector and what is been shared. The results of the context definition phase and exploratory phase formed a firm basis in the multiple case studies phase which was designed to address the primary goals of this study (as presented above). Three case sites within the Malaysian HE sector was included in this analysis, resulting in empirically supported theoretical conceptualizations of shared services success factors, issues and benefits.
A range of contributions are made through this study. First, the detailed archival analysis of shared services in Information Systems (IS) demonstrated the dearth of research on shared services within Information Systems. While the existing literature was synthesised to contribute towards an improved understanding of shared services in the IS domain, the areas that are yet under-developed and requires further exploration is identified and presented as a proposed research agenda for the field. This study also provides theoretical considerations and methodological guidelines to support the research agenda; to conduct better empirical research in this domain. A number of literatures based a priori frameworks (i.e. on the forms of sharing and shared services stakeholders etc) are derived in this phase, contributing to practice and research with early conceptualisations of critical aspects of shared services. Furthermore, the comprehensive archival analysis design presented and executed here is an exemplary approach of a systematic, pre-defined and tool-supported method to extract, analyse and report literature, and is documented as guidelines that can be applied for other similar literature analysis, with particular attention to supporting novice researchers. Second, the content analysis of 36 shared services initiatives in the Higher Education sector presented eight different types of structural arrangements for shared services, as observed in practice, and the salient dimensions along which those types can be usefully differentiated. Each of the eight structural arrangement types are defined and demonstrated through case examples, with further descriptive details and insights to what is shared and how the sharing occurs. This typology, grounded on secondary empirical evidence, can serve as a useful analytical tool for researchers investigating the shared services phenomenon further, and for practitioners considering the introduction or further development of shared services. Finally, the multiple case studies conducted in the Malaysian Higher Education sector, provided further empirical basis to instantiate the conceptual frameworks and typology derived from the prior phases and develops an empirically supported: (i) framework of issues and challenges, (ii) a preliminary theory of shared services success, and (iii) a benefits framework, for shared services in the Higher Education sector.
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Salo, Bridget Carmen. "A shared service centre for municipalities in the Overberg". Thesis, Stellenbosch : University of Stellenbosch, 2009. http://hdl.handle.net/10019.1/2531.
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Thesis (MPA (School of Public Management and Planning))--University of Stellenbosch, 2009.ENGLISH ABSTRACT: Government needs to provide a robust framework to adapt to the ever-changing environment of those that they serve. Whether or not there are reform procedures involved, the intended benefits depend as much on how they are implemented as on the exact nature of the changes. The municipalities in the Overberg face various challenges, as a result of the continually changing environment within which local government operates. It is therefore important for government to constantly implement new ways to improve service delivery. Many of the municipalities in the Overberg, particularly those suffering under budget and staff capacity pressures, are motivated to adopt new and improved ways to enhance service delivery and to reduce costs. Municipalities in the Overberg have developed their own ideas on how to reduce costs, save time and improve service delivery. A practical way to address these challenges is to consider the option of shared services. This requires different ways of operating: new skills have to be acquired and many changes in management issues need to be addressed. The most common reason for some of the municipalities in the Overberg to be involved in a shared service initiative is to obtain relief from short-term budget pressures. Although this factor is an excellent motivator, one of the major related challenges is the time required to complete this initiative, which almost always takes more than one budget cycle. The ability to implement any form of shared services requires organisational change, which, in many organisations, is the most difficult challenge to confront. For Overberg Municipalities to implement a successful shared service venture it will be important to have a good plan that clearly describes the processes to be followed and the different steps of how to successfully implement and set up such a shared service centre.
AFRIKAANSE OPSOMMING: Die regering moet ‘n robuuste raamwerk daarstel om aan te pas by die ewigdurende veranderde omgewing van diegene wie hy bedien. Of daar veranderings prosedure is of nie, die beoogde voordele is eweveel afhanklik van hoe dit geïmplimenteer word as van die presiese omvang van die veranderinge. Verskeie uitdagings word deur munisipaliteite in die Overberg in die gesig gestaar as gevolg van die ewigdurende veranderde omgewing waarin plaaslike regering opereer. Dit is dus belangrik vir die regering om gedurig nuwe maniere te implementeer ten einde dienslewering te verbeter. Verskeie munisipaliteite in die Overberg, veral die wat gebuk gaan onder begroting en personeelkapasiteitsdruk, is gemotiveerd om nuwe verbeterde maniere aan te neem om dienslewering te verbeter en kostes te verminder. Munisipaliteite in die Overberg kom reeds ’n geruime tyd aan met hul eie idees om kostes te verminder, tyd te bespaar en dienslewering te verbeter. ’n Praktiese manier om hierdie uitdagings in munisipaliteite in die Overberg aan te spreek is om die opsie van gedeelde dienste te oorweeg. Dit vereis verskillende maniere van funksionaliteit met nuwe vaardighede wat bekom moet word en verskeie veranderingsbestuurskwessies wat bestuur en oorkom moet word. Die mees algemeenste rede vir sommige van die munisipaliteite in die Overberg om betrokke te raak by ’n gedeelde diens inisiatief is die verligting van kort termyn begrotingsdruk. Alhoewel dit ’n uitstekende motiveerder is, is een van die grootste uitdagings in baie gevalle, die tyd wat vereis word om hierdie inisiatief, wat in die meeste gevalle oor meer as een begrotingsiklus strek, te voltooi. Om enige vorm van gedeelde dienste te implementeer vereis organisatoriese veranderinge wat in baie munisipaliteite die moeilikste uitdaging is om te konfronteer. Vir Overberg munisipaliteite, om ’n suksesvolle gedeelde dienste onderneming te begin en te implementeer is dit belangrik om ‘n behoorlike plan op te stel wat die prosesse wat gevolg moet word en die verskillende stappe aandui.
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Štiller, Martin. "Návrh a budování center sdílených služeb v regionu CEE". Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-191882.
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Diploma thesis introduces general principles of design and build of Shared Service Centres. Shared Service Centre is described as a suitable platform for streamlining of internal supporting services. The thesis also introduces general principles of internal processes transformation into a shared service as well as procedure for selection of suitable location. Final assessment presents most convenient countries in the world for implementation of Shared Service Centres.
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Johansson, Martin y Mattias Nyd. "Vikten av prestationsmätning : En utvärderingsstudie av P2P-processen på IKEA AB, Finance Services". Thesis, Linnéuniversitetet, Institutionen för ekonomistyrning och logistik (ELO), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-45032.
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Bakgrund: Prestationsmätning syftar till att implementera ett företags strategi. För att lyckas med det krävs tillgång till relevant information för att ta rätt beslut. Nya alternativa organisationsformer som shared service centres har lett till en ökad efterfrågan på ny anpassad ekonomistyrning. En förfrågan om att utvärdera P2P-processens prestationsmätningssystem på IKEA AB, Finance Services ledde till utvärderingsstudien. Syfte: Syftet med utvärderingsstudien är att utveckla en modell med dimensioner, för att analysera prestationsmätningssystem på shared service centres. Analysmodellen kommer appliceras på P2P-processen inom IKEA AB, Finance Services. Om brister identifieras finns avsikten att föreslå hur de bör åtgärdas. Metod: Undersökningsdesignen för studien är en utvärderingsstudie. Empiriskt material har hämtats in genom semistrukturerade intervjuer. Slutsats: Avsaknaden av mål leder till otydlighet gentemot intressenter. Samtidigt görs en generalisering där samtliga mått benämns som KPIs för att förenkla styrningen. Det påverkar verksamheten eftersom det saknas riktlinjer för hur prestationer bedöms och om de ligger på en rimlig nivå. En tydligare uppdelning av prestationsmåtten skulle leda till en bättre styrning av verksamheten och lägga mer fokus på att nå övergripande mål.Background: The purpose of a performance measurement system is to implement a business strategy. In order to successfully implement this will the resources of relevant information be required. New options of organization structures creates an increasing demand of suitable financial control systems. A request to evaluate the performance measurement system on the P2P-process on IKEA AB, Finance Services made this evaluation study possible. Purpose: The purpose with this evaluation study is to develop a model with dimensions, used for an analysis of performance measurement systems on shared service centres. The model will be used to evaluate the P2P-process on IKEA AB, Finance Services. If deficits are detected we intend to suggest solutions for these problems. Method: The method used in this study is an evaluation study. The empirical data was gathered through semi-structured interviews. Conclusion: The absence of concrete goals creates vagueness to stakeholders. In addition, all the performance measures is named KPIs to make the financial control easier for employees. This affects the business because it lacks to provide guidance regarding how to assess performances and whether the performances seems to be at reasonable levels. A transparent distinction between the performance measures would create a better operations management and focus more on achieving strategic goals.
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Agazzi, Cléber Alexandre. "Centro de serviços compartilhados (CSC) versus estruturas locais de compartilhamento: um estudo no sistema SICREDI". Universidade do Vale do Rio dos Sinos, 2018. http://www.repositorio.jesuita.org.br/handle/UNISINOS/7399.
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SICREDI- Sistema de Crédito Cooperativo
A estratégia de centralização de serviços vem sendo adotada por muitas empresas como forma de organizar as atividades de back office, buscando pela redução de custos e melhoria de eficiência das operações. Essa estratégia de centralização pode seguir diferentes trajetórias, as quais variam em grau de consolidação. Seguir caminhos que levam a um nível menor de consolidação faz com que não se usufrua dos benefícios máximos do ganho de escala, um dos principais fatores para uma estratégia de eficiência em custo. Nesse sentido, o presente estudo busca compreender por que, em um sistema de cooperativas de crédito, algumas cooperativas optam por desenvolver estruturas locais para centralização de serviços, ao invés de utilizar a estrutura do centro de serviços compartilhados disponível para todo o sistema através de sua confederação, abdicando em parte dos ganhos de escala. Em caráter qualitativo-descritivo, através do estudo de caso, foram entrevistados executivos das cooperativas e da confederação e, após a análise de conteúdo, foi possível demonstrar que há racionalidade na estratégia adotada pelas cooperativas, uma vez que modelos encontrados durante a fase de revisão de literatura podem suportar essa afirmação. Além do tema central de estudo, a revisão de literatura abordou temas relacionados ao contexto em que a organização objeto do estudo está inserida, o que auxiliou na compreensão e revelou alguns fatores distintivos desse tipo de organização, os quais também geram influência sobre o cenário. Sob a perspectiva acadêmica, o estudo preenche lacunas de pesquisa quando aplica um modelo de análise desenvolvido em outro país em uma empresa privada no Brasil. Já no âmbito gerencial, fornece informações importantes e apresenta uma ferramenta que pode ser utilizada em definições estratégicas sobre centralização de serviços.
Many companies have adopted a strategy of centralized services as a way of organizing back office activities, seeking a reduction of costs and improving the overall efficiency of operations. This strategy of centralization can follow different trajectories, which vary in degree of consolidation. Following paths that lead to a lower level of consolidation means that one cannot sow the maximum gains of scale, one of the main factors of a cost efficient strategy. In this sense, the present study seeks to comprehend why, in a system of credit unions, some credit unions choose to develop local structures in order to centralize services, instead of using the structure of the shared service center (SSC) available to all the system through it’s “confederation”, abdicating in part in gains related to scale. By using a descriptive qualitative case study, executives of credit unions and of the “confederation” were interviewed and, after analyzing this content, it was possible to demonstrate that there is rationality behind the strategy adopted by the credit unions, taking into consideration that models found during the bibliographical review can support this statement. Beyond the central theme of the study, the bibliographical review addressed themes related to the context in which the object organization is inserted, which aided in the comprehension and revealed some distinct factors of this type of organization, which also influenced the scenario. Within an academic perspective, the study fills gaps of research when applying a model of analysis, developed in another country, to a private company in Brazil. In an overall perspective, the study provides important information and presents a tool that can be used in strategic definitions about centralizing services.
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Logan, Wendy-Kay (Wendy-Kay Ruth). "Applying IT governance principles of control, coordination, and communication in a shared services technology group". Thesis, Massachusetts Institute of Technology, 2011. http://hdl.handle.net/1721.1/66059.
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Thesis (M.B.A.)--Massachusetts Institute of Technology, Sloan School of Management; and, (S.M.)--Massachusetts Institute of Technology, Dept. of Electrical Engineering and Computer Science; in conjunction with the Leaders for Global Operations Program at MIT, 2011.Cataloged from PDF version of thesis. Pages 93 and 94 are blank.
Includes bibliographical references (p. 91).
IT governance focuses on how leadership can be effective and efficient in guiding an organization's use of technology to meet business needs. Over the past decade, IT governance has become a key issue of concern for senior technology leaders around the world. This research suggests that shared services technology groups can leverage appropriately architected IT governance practices given three primary roles played by IT governance to induce appropriate IT-related behaviors: control, coordination, and communication. Specifically, this thesis represents research completed at Raytheon Company's Space and Airborne Systems (SAS) division in partnership with MIT's Leaders for Global Operations (LGO) program. The author worked closely with the Logistics Strategy and Optimization group, which focuses on optimizing business processes and maintaining performance metrics for SAS Logistics. The author led a team to formalize the technology introduction process to increase business unit visibility, knowledge sharing, and reuse by applying traditional IT governance and core process redesign principles. By analyzing Raytheon's technology introduction process through the lens of control, coordination and communication, this research was able to validate the relevance of the framework in a specific shared services environment. An improved technology introduction process is proposed and tested along with recommendations for organizational changes to improve alignment across different business sites. Some recommendations include expanding technology knowledge and oversight through new communication channels, expanding core team responsibilities, and standardizing product development documentation focused on appropriately setting customer expectations. This thesis also documents insights about business unit readiness to adopt shared technologies and provides recommendations for future work focusing on project portfolio management and stakeholder documentation.
by Wendy-Kay Logan.
S.M.
M.B.A.
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Aneflouss, Zineb. "A new business model strategy to improve shared mobility services : A case study on Sweden". Thesis, KTH, Integrerad produktutveckling, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-246128.
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It is widely recognized that the world’s over-reliance on transportation contributes to many environmental problems, especially in urban areas. Sustainable mobility is a solution and an important dimension of a Smart City. Shared mobility services are part of sustainable mobility and they are widening its portfolio especially in the past decade. However, the number of users is still low compared to its high potential, and innovative solutions can only succeed with the combination of increasing the awareness of citizens, incentivizing them, and promoting their behavioural change. This paper is dedicated to the shared mobility business models as part of the collaborative consumption, and finding out the challenges and opportunities of this emerging market in a Swedish context and comparing it to a Moroccan one. The goal is to explore the key features of the main market players and the possible ways of improvements that could possibly take carpooling and car-sharing to a next level. It explores the high potential of gamification and other mechanisms to incentivize voluntary behavioural changes towards shared mobility solutions. In a first place the theoretical part provide an overview of the shared mobility in general with its different aspects highlighting the role of new technologies and internet in the development of this concept. An online survey aimed at testing the knowledge of the respondents on the concept, discover which elements affect their involvement and find out how things can be improved by analysing the feedbacks.Det är allmänt känt att världens beroenden av transporter bidrar till många miljöproblem, särskilt i stadsområden. Hållbar mobilitet är en lösning och en viktig dimension i en smart stad. Delade mobilitetstjänster är en del av hållbar mobilitet och dess portfölj har utökats särskilt under det senaste decenniet. Antalet användare är dock fortfarande lågt jämfört med den höga potentialen och innovativa lösningar kan bara lyckas med kombinationen av att öka medvetenheten om medborgarna, stimulera dem och främja deras beteendeförändringar. Denna rapport är inriktat på affärsmodellerna för delad mobilitet som en del av konsumtion genom samarbete och identifierar utmaningarna och möjligheterna på den nya marknaden i ett svenskt sammanhang och jämför det med en marockansk. Målet är att utforska huvudaktörerna hos de viktigaste marknadsaktörerna och möjliga sätt för förbättringar som möjligen kan ta bilpoolning och bildelning till nästa nivå. Potentialen inom gamification och andra mekanismer för att stimulera frivilliga beteendemässiga förändringar mot gemensamma mobila lösningar undersöks. Inledningsvis ger den teoretiska delen en översikt över den delade mobiliteten i allmänhet med sina olika aspekter som framhäver rollen som ny teknik och internet vid utvecklingen av detta koncept. Genom en online-undersökning som syftar till att testa kunskapen om konceptet hos de svarande, har faktorer som påverkar deras engagemang och hur saker kan förbättras identifierats.
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Polo, Marta <1990>. "Innovazione organizzativa in Sanità: l'accentramento dei servizi tecnico-amministrativi e il modello degli Shared Services". Master's Degree Thesis, Università Ca' Foscari Venezia, 2016. http://hdl.handle.net/10579/8950.
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Negli anni più recenti, fenomeni quali l’invecchiamento della popolazione, l’esplosione della cronicità e l’evoluzione tecnologica, uniti all’attuale crisi economica e ai vincoli di finanza pubblica sempre più stringenti, stanno spingendo le Regioni italiane alla ricerca di tecniche di gestione volte a garantire un’erogazione efficace, efficiente ed economica dei servizi sanitari pubblici, al fine di giungere alla piena sostenibilità dei propri SSR. In particolare, si ritiene che una radicale riorganizzazione dei servizi tecnico-amministrativi di supporto alla funzione sanitaria, orientata alla centralizzazione, possa condurre ad un significativo recupero di efficienza. A fronte di questo scenario, molte Regioni italiane stanno implementando trasformazioni istituzionali dei propri SSR. Lungo questa direzione, i governatori della Regione Veneto hanno recentemente proposto alla Presidenza del Consiglio il Progetto di Legge n. 23, il quale disciplina l’istituzione dell’Azienda Zero, nuovo Ente di Governance della Sanità veneta, con funzioni di indirizzo strategico e coordinamento, nonché di gestione accentrata dei servizi tecnico-amministrativi di supporto, allo scopo di ridurre i costi e recuperare efficienza, attraverso il conseguimento di economie di scala e di specializzazione. In particolare, gli obiettivi e i benefici dell’Azienda Zero possono essere interpretati sulla base della logica del modello organizzativo, di origine statunitense, degli Shared Services - servizi condivisi, attraverso il quale una nuova unità semi-autonoma, definita Shared Service Centre, eroga una serie di servizi di supporto in modo condiviso alle diverse unità dell’azienda a cui fa capo.
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Lavoie, Josée G. (Josée Gabrielle). "Public health politics in Nunavik health care : shared concepts, divergent meanings". Thesis, McGill University, 1993. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=69633.
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In Nunavik, the question of self-determination in health care is becoming increasingly embedded in the community health discourse, which is used by both health planners and Inuit alike to negotiate diverging positions. While health planners envision northern health care as a subset of the Quebec system, Inuit perceive it as a vehicle to ends that transcend conventional health issues. This thesis will provide an overview of the development of Nunavik health services since the James Bay agreement, focusing on how the use of the community health discourse serves to promote, but also shapes and limits regional and community self-determination.
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Gustafsson, Johanna y Åsa Norling. "HR-funktionens förändrade roll : En studie om linjechefers uppfattning av HR-funktionen i Falu och Avesta kommun". Thesis, Högskolan Dalarna, Personal och arbetsliv, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:du-17942.
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Traditionellt har HR-arbetet främst varit fokuserat på administrativa uppgifter och inte ansetts vara tillräckligt effektivt och värdeskapande. För att HR-arbetet ska bli mer strategiskt behöver funktionen organiseras så att den tillgodoser dessa behov (Boglind et al, 2013). Vi menar att HR-funktionens relation till ledare och linjechefer är avgörande för hur framgångsrikt deras arbete blir. Syftet med detta arbete är därför att undersöka hur chefer uppfattar HR-funktionens förändrade roll och vilken typ av stöd de förväntar sig av den. Vi vill också undersöka om uppfattningen av HR-funktionen skiljer sig åt beroende på hur den är organiserad. Undersökningen är baserad på en multipel fallstudie utförd på Falu och Avesta kommun. Totalt har tretton djupintervjuer genomförts, där fem personer representerar HR-avdelningarna och åtta personer representerar linjecheferna. Falu kommun började genomföra en HR-transformation vid årsskiftet 2013/2014, Avesta kommun har inte genomfört en HR-transformation utan har funktionen uppdelad i två team. Av empirin framkommer att linjecheferna i båda kommunerna har en ganska vag uppfattning om HR-funktionens organisation och trots de strukturella skillnaderna mellan kommunerna efterfrågar linjecheferna något mer. I Avesta är samtliga respondenter överens om att en samsyn kring HR-funktionens arbetsuppgifter inte finns på grund av att en tydlig strategi för HR-funktionen saknas. Cheferna i Avesta efterfrågar ett arbete med personalfrågor från grunden samt ett mer strategiskt arbete. I Falun visar empirin att linjechefer och HR-personer har olika åsikter kring huruvida det finns en samsyn. Även om flera linjechefer i Falun anser att HR-funktionen fungerar bättre efter transformationen efterfrågar samtliga en kontakt med en specifik HR-person istället för att kontakta ett HR-center. Trots att de organisationer vi studerat har HR-funktioner som skiljer sig åt i storlek och struktur kan vi konstatera många likheter. Vi drar därför slutsatsen att de problem som linjecheferna beskriver inte är relaterade till HR-avdelningens organisering, utan snarare kan kopplas till en obalans i HR-arbetets inneboende dualitet som uppstått i och med ett mer strategiskt fokus. Vi anser att båda kommunernas HR-funktioner bör ha en tydlig och kontinuerlig dialog med linjecheferna för att maximera värdeskapandet dem emellan. Sammanfattningsvis menar vi att kommunerna bör lägga fokus på att identifiera vilka aspekter av personalarbetet som är värdefulla och unika för just deras organisation samt arbeta strategiskt utifrån dessa.Traditionally, HR work has not been considered sufficiently effective and value creating because of its main focus on administrative tasks. For HR work to become more strategic the function has to organize in a way that meet the new needs (Boglind et al, 2013). We believe that the success of the HR function depends on their relationships to leaders and line managers. The purpose of this essay is to examine how line managers perceive the changing role of the HR function and what kind of support they expect from them. We also want to investigate whether the perception of the HR function is related to how it’s organized. The survey is based on a multiple case study conducted in Falu and Avesta municipality. A total of thirteen in-depth interviews were conducted where five respondents represented the HR departments and eight respondents represented the line managers. Falun municipality began implementing an HR transformation at the turn of 2013/2014. Avesta municipality has an HR function divided into two teams and hasn’t performed an HR transformation. Our empirical data reveals that line managers in both municipalities have a rather vague idea of the HR function and its organization. Despite structural differences between the municipalities line managers in both organizations demand something more. All respondents in Avesta municipality agree to a lack of consensus regarding the duties of the HR function, due to an absence of a distinct strategy. The line managers of Avesta requests a more fundamental and strategic HR management. Empirical data from Falun municipality reveals that line managers and HR respondents disagree on whether there is a consensus regarding the tasks of the HR function. Although several line managers in Falun mentions that the HR function have improved from the transformation, they still prefer close relations to a specific HR person over contacting the HR call center. Although the studied HR functions differ in size and structure, we observe many similarities. We therefore conclude that the difficulties described by line managers isn’t related to the structure of the HR function, but instead relates to an imbalance in the immanent duality of the HR work that emerge from a more strategic focus. We believe that the HR function in both municipalities should have a consistent and continuous dialogue with line managers to maximize the exchange of value. In conclusion we suggest that the municipalities should focus on identifying the aspects of HR work that is most valuable and unique to their organization and build their strategies from these.
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Wu, Yunhui. "Agent behavior in peer-to-peer shared ride systems /". Connect to thesis, 2007. http://eprints.unimelb.edu.au/archive/00003214.
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Lindvall, Frida y Johanna Lindholm. "Centraliserad personalavdelning- bästa verktyget för chefsstöd? : En kvalitativ studie om arbetssituationen relaterat till chefsstödet från personalavdelningen vid Uppsala kommun". Thesis, Uppsala universitet, Sociologiska institutionen, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-216153.
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Changes in the workplace have led to new ways of organizing and structuring organizations. Organizations’ desire to increase competitiveness, efficiency and flexibility has resulted in new conditions in the field of human resources. The new conditions have also created new roles and changing responsibilities for those working within human resources. The purpose of this study was to investigate how the implementation of Ulrich's model for HR transformation can impact on the human resource departments managerial support to first-line managers in the municipality of Uppsala. Today the municipality of Uppsala organizes its human resources based on the Ulrich's model, which divides the work into the units service center, the expert unit and business partners. The study is based on eight interviews with employees in the department of human resources, first-line managers and human resource managers within the organization. Their experiences of the new organizational model were examined. The study indicates that the managerial support generally is perceived as functioning adequately. The implementation of Ulrich's model, however, appears to have led to decreased knowledge about the activities in the sub-units of the overall organization when the human resource department is centralized. The reorganization also seems to have led to a lack of clarity regarding who is responsible for human resource issues. Raised uncertainties seem to have created subjective interpretations regarding who is responsible for what. The study illustrates, firstly, experiences of the employees of the human resource department of providing management support, and secondly first-line managers' experiences of the support.