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Creating outsourced shared services arrangements: Lessons from the public sector

McIvor, Ronan, McCracken, Martin and McHugh, Marie (2011) Creating outsourced shared services arrangements: Lessons from the public sector. European Management Journal, 29 (6). pp. 448-461. [Journal article]

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DOI: 10.1016/j.emj.2011.06.001


Shared services arrangements have been viewed as a strategy for achievingefficiencies and improved service in back-office functions such as finance and accounting,human resource, and procurement. Organisations have been increasingly turning to vendorsto implement and manage outsourced shared services arrangements. Analysing theexperiences of a public sector organisation, this paper provides a detailed understandingof the issues involved in creating outsourced shared services arrangements. The findingshave the highlighted the importance of strong governance to drive standardisation andperformance improvement, and relationship building both internally with the staffaffected by the changes and externally with vendors. Failure to implement a standardisedapproach will hinder an organisation from fully leveraging the specialist capabilities ofexternal vendors.

Item Type:Journal article
Faculties and Schools:Ulster Business School > Department of Management and Leadership
Ulster Business School > Department of International Business
Ulster Business School
Research Institutes and Groups:Business and Management Research Institute
ID Code:20974
Deposited By: Dr Martin McCracken
Deposited On:15 Feb 2012 16:57
Last Modified:15 Feb 2012 16:57

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