Four-phase-model for the implementation of shared services:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Hamburg
Kovač
2014
|
| Schriftenreihe: | Schriftenreihe strategisches Management
166 |
| Schlagworte: | |
| Online-Zugang: | Ausführliche Beschreibung Inhaltsverzeichnis |
| Beschreibung: | XXIV, 306 S. graph. Darst. 21 cm, 413 g |
| ISBN: | 9783830079163 3830079168 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | TABLE OF CONTENT
FOREWORD V
ACKNOWLEDGEMENT VII
ABSTRACT IX
TABLE OF CONTENT XI
LIST OF FIGURES XIX
LIST OF TABLES XXI
ABBREVIATIONS XXIII
1. INTRODUCTION 1
1.1. PROBLEM DEFINITION 1
1.1.1. HISTORIC DEVELOPMENT OF SHARED SERVICES 2
1.1.2. PRESENT SITUATION OF SHARED SERVICES IN THEORY AND PRACTICE 4
1.1.2.1. EXTERNAL DRIVERS AND ENABLERS OF SHARED SERVICES 4
1.1.2.2. PRESENT SITUATION AND OUTLOOK 8
1.2. STATUS QUO OF RESEARCH REGARDING SHARED SERVICES 13
1.2.1. CLASSIFICATION OF PUBLICATIONS 14
1.2.2. SHORTCOMINGS OF EMPIRICAL STUDIES 19
1.2.3. THEORETICAL FOUNDATION OF SHARED SERVICES 22
1.2.4. SUMMARY OF FINDINGS 22
1.3. RESEARCH OBJECTIVE 23
1.4. METHODOLOGY 24
2. SHARED SERVICES: DEFINITION, OBJECTIVES AND DIFFERENTIATION 29
2.1. GENERAL DEFINITION 29
2.1.1. SEMANTIC REPRESENTATION 29
2.1.2. STRUCTURED REPRESENTATION OF THE SHARED SERVICE CONCEPT 30
2.1.3. DEFINITIONS 40
2.2. OBJECTIVES PURSUED BY SHARED SERVICES 41
2.2.1. CHARACTERISTICS OF SHARED SERVICES 41
2.2.2. OBJECTIVES 42
XI
HTTP://D-NB.INFO/1049756037
2.2.3. RISKS AND LIMITATIONS OF SHARED SERVICES 52
2.3. CONCEPTUAL DISTINCTION FROM OTHER ORGANISATIONAL APPROACHES 57
2.3.1. SHARED SERVICES VS. DECENTRALISED DEPARTMENTS 58
2.3.2. SHARED SERVICES VS. CENTRALISED DEPARTMENTS 60
2.3.3. SHARED SERVICES VS. OUTSOURCING 62
2.3.4. SUMMARY 65
3. STRUCTURED CONCEPT FOR THE IMPLEMENTATION OF SHARED SERVICES 67
3.1. BASIC CONSIDERATIONS 67
3.2. FOUR-PHASE-MODEL 70
3.2.1. STRATEGY 70
3.2.1.1. SITUATION ANALYSIS 71
3.2.1.2. OBJECTIVE SETTING 72
3.2.1.3. FEASIBILITY STUDY 72
3.2.1.4. STRATEGY SELECTION 73
3.2.2. ORGANISATION 74
3.2.2.1. GOVERNANCE 75
3.2.2.2. DESIGN PHASE 77
3.2.2.3. STANDARDISATION OF BUSINESS PROCESSES 78
3.2.2.4. HARMONISATION OF THE TECHNOLOGICAL LANDSCAPE 80
3.2.2.5. BLUEPRINT / IMPLEMENTATION PLAN 82
3.2.3. TRANSFORMATION 83
3.2.3.1. CHANGE MANAGEMENT 84
3.2.3.2. SERVICE LEVEL AGREEMENT (SLA) 88
3.2.3.3. ROLLOUT AND IMPLEMENTATION 89
3.2.4. OPERATION 91
3.2.4.1. CONTROL MECHANISM 92
3.2.4.2. INFORMATION FLOW 94
3.2.4.3. CONTINUOUS IMPROVEMENTS 95
3.3. SUMMARY 98
XII
4. THEORETICAL FOUNDATION OF THE FOUR-PHASE-MODEL 101
4.1. SELECTION OF THEORIES 101
4.1.1. NEOCLASSICAL ECONOMICS 102
4.1.2. INDUSTRIAL ECONOMICS 103
4.1.3. GAME THEORY 104
4.1.4. NEW INSTITUTIONAL ECONOMICS 105
4.1.4.1. PROPERTY RIGHT THEORY 105
4.1.4.2. TRANSACTION COST THEORY 107
4.1.4.3. PRINCIPAL AGENT THEORY 108
4.1.5. STRATEGIC MANAGEMENT AND ORGANISATIONAL BEHAVIOUR 110
4.1.5.1. RESOURCE-BASED VIEW 110
4.1.5.2. NETWORK MODEL 111
4.1.6. SUMMARY 112
4.2. DERIVATION OF HYPOTHESES FROM THE SELECTED THEORIES 113
4.2.1. PROPERTY RIGHT THEORY 113
4.2.1.1. INFLUENCE OF THE PROPERTY RIGHT THEORY ON THE ORGANISATION
114
4.2.2. TRANSACTION COST THEORY 115
4.2.2.1. INFLUENCE OF THE TRANSACTION COST THEORY ON THE STRATEGY AND
..115
4.2.2.1. INFLUENCE OF THE TRANSACTION COST THEORY ON THE ORGANIS 117
4.2.3. PRINCIPAL AGENT THEORY 119
4.2.3.1. INFLUENCE OF THE PRINCIPAL AGENT THEORY ON THE TRANSFORM 119
4.2.4. RESOURCE-BASED VIEW 122
4.2.4.1. INFLUENCE OF THE RESOURCE-BASED VIEW ON THE STRATEGY PHASE...
123
4.2.4.2. INFLUENCE OF THE RESOURCE-BASED VIEW ON THE OPERATION PHASE
124
4.2.5. NETWORK MODEL 125
4.2.5.1. INFLUENCE OF THE NETWORK MODEL ON THE OPERATION PHASE 126
4.3. IMPACT ON THE SUCCESS OF SHARED SERVICES 127
4.3.1. INFLUENCE FROM THE STRATEGY PHASE 128
4.3.2. INFLUENCE FROM THE ORGANISATION PHASE 130
XIII
4.3.3. INFLUENCE FROM THE TRANSFORMATION PHASE 131
4.3.4. INFLUENCE FROM THE OPERATION PHASE 131
4.4. SUMMARY OF HYPOTHESES 132
5. EMPIRICAL STUDY 137
5.1. DEFINITION AND MOTIVATION OF THE RESEARCH METHOD 137
5.2. RESEARCH DESIGN 139
5.2.1. RESEARCH APPROACH 140
5.2.1.1. ONLINE SURVEY 140
5.2.1.2. QUESTIONNAIRE DESIGN 142
5.2.1.3. VERIFICATION THROUGH A PRE-TEST 144
5.2.1.4. EXPERT INTERVIEWS 145
5.2.2. POPULATION 145
5.2.2.1. LARGE-SCALE ENTERPRISES 145
5.2.2.2. CONSULTING COMPANIES 147
5.2.2.3. RESEARCHERS 147
5.2.3. RETURN RATE 148
5.3. EVALUATION METHODOLOGIES 149
5.3.1. EVALUATION METHODS - UNIVARIATE TECHNIQUES 149
5.3.2. EVALUATION METHODS - BIVARIATE TECHNIQUES 150
5.4. ANALYSIS OF RESULTS 151
5.4.1. DESCRIPTIVE ANALYSIS 151
5.4.1.1. STRUCTURE OF THE RESPONDERS 151
5.4.1.2. GENERAL IMPORTANCE OF SHARED SERVICES 154
5.4.1.3. DESCRIPTIVE ANALYSIS: STRATEGY PHASE 157
5.4.1.4. DESCRIPTIVE ANALYSIS: ORGANISATION PHASE 160
5.4.1.5. DESCRIPTIVE ANALYSIS: TRANSFORMATION PHASE 164
5.4.1.6. DESCRIPTIVE ANALYSIS: OPERATION PHASE 166
5.4.1.7. OVERALL EVALUATION OF THE SHARED SERVICE CONCEPT 168
5.4.2. EXAMINATION OF HYPOTHESIS 169
XIV
5.4.2.1. HYPOTHESIS: STRATEGY PHASE 169
5.4.2.2. HYPOTHESIS: ORGANISATION PHASE 180
5.4.2.3. HYPOTHESIS: TRANSFORMATION PHASE 184
5.4.2.4. HYPOTHESIS: OPERATION PHASE 189
5.4.2.5. SUMMARY OF FINDINGS 196
5.5. ANALYSIS OF SUCCESS FACTORS 197
5.5.1. SUCCESS FACTORS: STRATEGY PHASE 198
5.5.2. SUCCESS FACTORS: ORGANISATION PHASE 199
5.5.3. SUCCESS FACTORS: TRANSFORMATION PHASE 200
5.5.4. SUCCESS FACTORS: OPERATION PHASE 202
5.5.5. SUMMARY OF FINDINGS 203
6. EXPERT INTERVIEWS 205
6.1. INTERVIEW PARTNERS 205
6.1.1. DR. HAUCK, BAYER AG 205
6.1.2. MR. KESSLER, ARVATO BERTELSMANN 206
6.1.3. DR. KROPFL, SPARKASSEN ABWICKLUNGS- UND SERVICE GESELLSCHAFT 206
6.1.4. MR. LEHNERT, DEUTSCHE ACCUMOTIVE - DAIMLER GROUP 207
6.1.5. MR. SCHIILLER, E.ON ENERGY AND TRADING 207
6.1.6. MR. STRAUBE, CELESIO AG 208
6.2. KEY FINDINGS FROM THE EXPERT INTERVIEWS 208
6.2.1. STRATEGIC DIRECTION FOLLOWED DURING THE IMPLEMENTATION 208
6.2.2. OPERATIVE VERSUS STRATEGIC IMPORTANCE OF BUSINESS PROCESSES 209
6.2.3. UTILISATION OF SHARED SERVICES IN PRACTICE 210
6.2.4. RECOMMENDED ORGANISATIONAL FORM FOR SHARED SERVICE OPERAT 211
6.2.5. STANDARDISATION OF PROCESSES AND TECHNOLOGIES 211
6.2.6. DYSFUNCTIONAL BEHAVIOURS AND CHANGE MANAGEMENT 212
6.2.7. ABILITIES OF THE SHARED SERVICE ORGANISATION 213
6.2.8. DISTRIBUTION OF POWER BETWEEN SHARED SERVICES AND THE PARENT 213
6.2.9. SATISFACTION WITH SHARED SERVICES 214
XV
7. CONCEPTUAL APPROACH FOR IMPLEMENTING SHARED SERVICES 217
7.1. STRATEGY PHASE 217
7.1.1. GENERAL STRATEGIC DIRECTION 218
7.1.2. FREQUENCY OF BUSINESS PROCESS TRANSFERS 219
7.1.3. DEGREE OF SHARED SERVICE UTILISATION 220
7.1.4. RECOMMENDATIONS FOR PRACTITIONERS 221
7.2. ORGANISATION PHASE 221
7.2.1. ORGANISATIONAL FORM 222
7.2.2. STANDARDISATION 223
7.2.3. RECOMMENDATIONS FOR PRACTITIONERS 224
7.3. TRANSFORMATION PHASE 224
7.3.1. CHANGE MANAGEMENT 225
7.3.2. SERVICE LEVEL AGREEMENT 226
7.3.3. RECOMMENDATIONS FOR PRACTITIONERS 227
7.4. OPERATION PHASE 227
7.4.1. CUSTOMER SATISFACTION 228
7.4.2. CONTROL MECHANISM 229
7.4.3. RECOMMENDATIONS FOR PRACTITIONERS 230
8. CONCLUSIONS 231
8.1. SUMMARY OF FINDINGS 231
8.2. CRITICAL APPRAISAL AND POSSIBLE FURTHER RESEARCH 235
BIBLIOGRAPHY 239
APPENDICES 26S
A-01. VAULT RANKING TOP 50 CONSULTING COMPANIES 265
A-02. PRE-TEST: EXPERTS AND RESULTS 265
A-03. POPULATION 266
A-03.1. LARGE-SCALE ENTERPRISES 266
A-03.2. CONSULTING COMPANIES 267
A-03.3. INSTITUTIONS FOR HIGHER EDUCATION 267
A-04. COVER LETTER AND REMINDER 267
XVI
A-04.1. COVER LETTER 267
A-04.2. REMINDER LETTER 270
A-OS. QUESTIONNAIRE 273
A-06. STATISTICAL RESULTS 291
A-07. INCENTIVES 291
A-07.1. EXECUTIVE SUMMARY 291
A-07.2. DONATIONS 291
A-08. TRANSCRIPTION EXPERT INTERVIEWS 292
A-09. DESCRIPTIVE STATISTICS - ILLUSTRATIONS 292
A-09.01. GENERAL IMPORTANCE OF SHARED SERVICES 292
A-09.02. DESCRIPTIVE ANALYSIS: STRATEGY PHASE 295
A-09.03. DESCRIPTIVE ANALYSIS: ORGANISATION PHASE 299
A-09.04. DESCRIPTIVE ANALYSIS: TRANSFORMATION PHASE 301
A-09.05. DESCRIPTIVE ANALYSIS: OPERATION PHASE 304
A-09.06. OVERALL EVALUATION OF THE SHARED SERVICE CONCEPT 306
XVII
|
| any_adam_object | 1 |
| author | Wenderoth, Martin H. |
| author_facet | Wenderoth, Martin H. |
| author_role | aut |
| author_sort | Wenderoth, Martin H. |
| author_variant | m h w mh mhw |
| building | Verbundindex |
| bvnumber | BV041958291 |
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| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4020943 |
| dewey-search | 658.4020943 |
| dewey-sort | 3658.4020943 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| publisher | Kovač |
| record_format | marc |
| series | Schriftenreihe strategisches Management |
| series2 | Schriftenreihe strategisches Management |
| spelling | Wenderoth, Martin H. Verfasser aut Four-phase-model for the implementation of shared services Martin H. Wenderoth Hamburg Kovač 2014 XXIV, 306 S. graph. Darst. 21 cm, 413 g txt rdacontent n rdamedia nc rdacarrier Schriftenreihe strategisches Management 166 Zugl.: Pécs, Univ., Diss., 2014 Erfolgsfaktor (DE-588)4197034-2 gnd rswk-swf Zentrale Dienstleistung (DE-588)4328819-4 gnd rswk-swf Implementation (DE-588)4026661-8 gnd rswk-swf Großbetrieb (DE-588)4022149-0 gnd rswk-swf Deutschland (DE-588)4011882-4 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Deutschland (DE-588)4011882-4 g Großbetrieb (DE-588)4022149-0 s Zentrale Dienstleistung (DE-588)4328819-4 s Implementation (DE-588)4026661-8 s Erfolgsfaktor (DE-588)4197034-2 s DE-604 Schriftenreihe strategisches Management 166 (DE-604)BV014214052 166 X:MVB text/html http://www.verlagdrkovac.de/978-3-8300-7916-3.htm Ausführliche Beschreibung DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027401164&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Wenderoth, Martin H. Four-phase-model for the implementation of shared services Schriftenreihe strategisches Management Erfolgsfaktor (DE-588)4197034-2 gnd Zentrale Dienstleistung (DE-588)4328819-4 gnd Implementation (DE-588)4026661-8 gnd Großbetrieb (DE-588)4022149-0 gnd |
| subject_GND | (DE-588)4197034-2 (DE-588)4328819-4 (DE-588)4026661-8 (DE-588)4022149-0 (DE-588)4011882-4 (DE-588)4113937-9 |
| title | Four-phase-model for the implementation of shared services |
| title_auth | Four-phase-model for the implementation of shared services |
| title_exact_search | Four-phase-model for the implementation of shared services |
| title_full | Four-phase-model for the implementation of shared services Martin H. Wenderoth |
| title_fullStr | Four-phase-model for the implementation of shared services Martin H. Wenderoth |
| title_full_unstemmed | Four-phase-model for the implementation of shared services Martin H. Wenderoth |
| title_short | Four-phase-model for the implementation of shared services |
| title_sort | four phase model for the implementation of shared services |
| topic | Erfolgsfaktor (DE-588)4197034-2 gnd Zentrale Dienstleistung (DE-588)4328819-4 gnd Implementation (DE-588)4026661-8 gnd Großbetrieb (DE-588)4022149-0 gnd |
| topic_facet | Erfolgsfaktor Zentrale Dienstleistung Implementation Großbetrieb Deutschland Hochschulschrift |
| url | http://www.verlagdrkovac.de/978-3-8300-7916-3.htm http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=027401164&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV014214052 |
| work_keys_str_mv | AT wenderothmartinh fourphasemodelfortheimplementationofsharedservices |