Sharing to improve services: a study of shared servicesudcapabilities

摘要

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. ududApproach: A multiple-case study approach is adopted, following a qualitative methodology, with data collection occurring at four SS organisations. ududFindings: 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. ududAcademic 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. ududManagerial 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.