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

Almeida, M., Doran, D., Papadopoulos, Thanos (2016) Sharing to improve services: an exploratory study of shared service centre capabilities. In: 23rd International Annual Conference of the European Operations Management Association, 17-22 June 2016, Trondheim, Norway. (Unpublished) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:63422)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
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Abstract

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

Item Type: Conference or workshop item (Paper)
Uncontrolled keywords: Shared Service Centres, Capabilities, Resources
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Divisions > Kent Business School - Division > Department of Analytics, Operations and Systems
Depositing User: Desmond Doran
Date Deposited: 14 Sep 2017 15:02 UTC
Last Modified: 07 Oct 2021 13:54 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/63422 (The current URI for this page, for reference purposes)
Doran, D.: https://orcid.org/0000-0002-6444-8758
Papadopoulos, Thanos: https://orcid.org/0000-0001-6821-1136
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