Strategies to Increase the Efficiency of Shared Service Center

• In Event: Breakfast with Research Roundtable Forum Session
  In Paper Session: Table 1

Abstract

With the increased demand of doing more with less, public sector managers embrace outsourcing back-office functions through a shared service model. Framed with the transaction cost economy theory, the purpose of this single case study was to explore strategies used by SSC managers in a public sector company to maintain service quality. Seven participants included SSC department heads, managers, and a supervisor of a public sector company who have implemented successful strategies to maintain service quality in the SSC relationship participated in phone interviews. Through method triangulation, a review of company documents including service level agreements and key performance indicators supplemented open-ended semistructured interviews. The research findings included emergent themes of training and documentation, employee engagement, control and communication, efficiency and automation, and standardization and metrics. Study findings may help public sector SSC managers understand how to incorporate and implement successful strategies in financial management divisions to maintain service quality. Society could benefit from improvements in employee work-life balance, reduced turnover, and increases in the economic well-being of community residents.

Authors

• Andrieta Pritchett, Walden University

• Roger Mayer, SUNY College at Old Westbury

• Wen-Wen Chien, SUNY College at Old Westbury