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A taxonomy of management challenges for developing shared services arrangements

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  • Knol, Arjan
  • Janssen, Marijn
  • Sol, Henk

Abstract

Shared service centres (SSCs) are an organisational arrangement to deliver services. During SSC development organisations encounter a variety of challenges affecting its success or failure. Yet in this embryonic research field a systematic insight into management challenges is absent. Drawing on literature a taxonomy of 15 challenges is suggested that are illustrated with three case studies. Resource dependence, efficiency, population and knowledge perspectives are used as complementary views to provide a deeper understanding. Based on these four perspectives change management has to deal with resource dependencies and power struggles, achieving efficiency by minimising and managing costs, achieving survival in the long run within turbulent organisational environments and finally coordinating knowledge integration. Our results show that the (degree of importance of the) challenges encountered vary per situation. We argue that it is imperative to combine the theoretical perspectives to attain a richer understanding of the situation at hand. Our findings can be used as a solid basis for attaining an elaborate theory for the development of SSCs to mitigate implementation risks by managers.

Suggested Citation

  • Knol, Arjan & Janssen, Marijn & Sol, Henk, 2014. "A taxonomy of management challenges for developing shared services arrangements," European Management Journal, Elsevier, vol. 32(1), pages 91-103.
    • Handle: RePEc:eee:eurman:v:32:y:2014:i:1:p:91-103
    DOI: 10.1016/j.emj.2013.02.006
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    References listed on IDEAS

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    3. Encarnación García-Sánchez & Víctor Jesús García-Morales & María Teresa Bolívar-Ramos, 2017. "The influence of top management support for ICTs on organisational performance through knowledge acquisition, transfer, and utilisation," Review of Managerial Science, Springer, vol. 11(1), pages 19-51, January.
    4. Banoun, Arnaud & Dufour, Lucas & Andiappan, Meena, 2016. "Evolution of a service ecosystem: Longitudinal evidence from multiple shared services centers based on the economies of worth framework," Journal of Business Research, Elsevier, vol. 69(8), pages 2990-2998.

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