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| Author: | McIvor, R. McCracken, M. McHugh, M. |
| Title: | Creating outsourced shared services arrangements: lessons from the public sector |
| Journal: | European Management Journal
2011 : DEC, VOL. 29:6 p. 448-461 |
| Index terms: | public sector outsourcing service change management process redesign |
| Freeterms: | shared services relational contracting |
| Language: | eng |
| Abstract: | Analysing the experiences of a public sector organisation, this article presents an understanding about the issues involved in creating outsourced shared services arrangements. The results emphasize the importance of strong governance to drive standardisation and performance improvement, and relationship building both internally with the employees influenced by the changes and externally with vendors. Failure to implement a standardised approach will restrain an organisation from fully utilising the specialist capabilities of external vendors. |
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