Shared services - foundation, practice and outlook: a comparison study of shared service implementations
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| Main Authors: | , , |
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| Format: | Book |
| Language: | English |
| Published: |
München
Meidenbauer
2008
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| Subjects: | |
| Links: | http://deposit.dnb.de/cgi-bin/dokserv?id=3066884&prov=M&dok_var=1&dok_ext=htm http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016375617&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Physical Description: | 363 S. graph. Darst. 210 mm x 147 mm |
| ISBN: | 9783899751239 389975123X |
Staff View
MARC
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Record in the Search Index
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| adam_text | TABLEOF CONTENTS TABLE OF CONTENTS 5 1 INTRODUCTION 11 1.1 WHAT IS A
SHARED SERVICE CENTER? 13 1.1.1 SHARED SERVICES VERSUS CENTRALIZED
CORPORATE SERVICE 19 1.1.2 SHARED SERVICES AND OUTSOURCING 21 1.2 WHY
SHARED SERVICES? 23 1.2.1 FINANCE & ACCOUNTING 25 1.2.2 HUMAN RESOURCES
28 1.3 RESONS FOR SHARED SERVICE 30 1.3.1 REASONS AND BENEFITS *
INTRODUCTION 30 1.3.2 PRACTICE: REASON FOR INTRODUCING SHARED SERVICE 34
1.4 SHARED SERVICES BENEFITS AND OBSTACLES 35 1.4.1 BENEFITS 35 1.4.1.1
BENEFITS FOR SHARED SERVICES IN FINANCE 38 1.4.1.2 BENEFITS FOR SHARED
SERVICES IN HUMAN RESOURCES 39 1.4.1.3 PRACTICE: BENEFITS IN SHARED
SERVICE 41 1.4.2 OBSTACLES AND CHALLENGES 42 1.4.2.1 CHALLENGES FOR
SHARED SERVICES IN FINANCE 43 1.4.2.2 CHALLENGES FOR SHARED SERVICES IN
HUMAN RESOURCES 44 1.4.2.3 PRACTICE: CHALLENGES IN INTRODUCING SHARED
SERVICE 47 2 BENE FIT LEVERS - HOW ARE SHARED SERVICE BENEFITS ACHIEVED?
49 2.1 SERVICE DEMAND CONSOLIDATION 50 2.1.1 ECONOMIES OF SCALE 51 2.1.2
GEOGRAPHICAL SCOPE AND REACH 52 2.1.3 SERVICE PORTFOLIO CONFIGURATION 53
2.1.4 PRACTICE: SERVICE DEMAND CONSOLIDATION 53 2.2
PROCESSREENGINEERING/OPTIMIZATION 54 2.2.1 HARMONIZE/STANDARDIZE
BUSINESS PROCESSES 54 2.2.2 REENGINEERING END-TO-END PROCESSES 55 2.3
RESOURCE CONSOLIDATION 56 2.3.1 PEOPLE WORKLOAD CONSOLIDATION 57 2.3.1.
BIBLIOGRAFISCHE INFORMATIONEN HTTP://D-NB.INFO/987419110 DIGITALISIERT
DURCH 2.3.2.1 STANDARDIZE AND CONSOLIDATE APPLICATIONS AND SYSTEMS 71
2.3.2.2 SUMMARYOFICT IN SHARED SERVICE 72 2.3.2.3 PRACTICE:
CONSOLIDATION AND SIMPLIFICATION TECHNOLOGY 73 2.4 RELOCATIONOF SERVICE
DELIVERY 74 2.5 SERVICE DELIVERY ORGANIZATION AND MANAGEMENT 74 2.6 GOOD
OR BEST PRACTICE 75 PROCESSES - SUITABILITY FOR SHARED SERVICE 79 3.1
BUSINESS FUNCTIONS, PROCESSES AND SERVICES 79 3.2 PROCESS COVERAGE AND
SHARED SERVICE 81 3.2.1 DETERMINANTS OF PROCESS SUITABILITY FOR SHARED
SERVICES 82 3.2.1.1 SEPARATION (DIFFERENTIATION, ISOLATION,
IDENTIFICATION) OF PROCESSES 82 3.2.1.2 CATEGORIZATION OF PROCESSES 83
3.2.1.3 STANDARDIZATION OF PROCESSES 86 3.2.1.4 CONSOLIDATION OF
PROCESSES (COMPLEXITY REDUCTION) 86 3.2.1.5 CONCLUSION ON SUITABILITY OF
PROCESSES FOR SHARED SERVICE 87 3.2.2 PRACTICE: BUSINESS PROCESS
STANDARDIZATION AND CONSOLIDATION 87 3.3 FINANCE & ACCOUNTING PROCESSES
COVERED BY SHARED SERVICE 90 3.3.1 ACCOUNTS PAYABLE 96 3.3.2 ACCOUNTS
RECEIVABLE 98 3.3.3 TRAVEL AND EXPENSE (T&E) 100 3.3.4 FINANCIAL SUPPLY
CHAIN MANAGEMENT 105 3.3.4.1 ELECTRONIC BILL PRESENTMENT AND PAYMENT
(EBPP) 105 3.3.4.2 FINANCIAL SUPPLY CHAIN - INBOUND 111 3.3.4.3
FINANCIAL SUPPLY CHAIN -OUTBOUND 111 3.3.4.4 SAP SOHITION OFFERING FOR
THE FINANCIAL SUPPLY CHAIN MANAGEMENT 113 3.3.4.4.1 SAPBUELERDIRECT 114
3.3.4.4.2 SAP DISPUTE MANAGEMENT 115 3.3.4.4. 3.4.3 HR ADMINISTRATIVE
PROCESSES 126 3.4.4 TIME AND ATTENDANCE PROCESSING 126 3.4.5 BENEFITS
PROCESSING 127 3.4.6 ORGANIZATION MANAGEMENT 127 3.4.7 COMPENSATION AND
PERFORMANCE APPRAISALS 127 3.4.8 TRAINING AND LEARNING ADMINISTRATION
128 3.4.9 EXPATRIATE AND GLOBAL ASSIGNMENT MANAGEMENT 128
3.4.10RECRUITMENT 128 3.4.11 PROCUREMENT 128 3.4.12 HR, LINE AND
MANAGEMENT REPORTING 128 3.5 SAP SOLUTION OFFERING FOR HUMAN RESOURCES
129 3.6 PRACTICE: BUSINESS FUNCTION COVERAGE OF SHARED SERVICE 134
RESOURCES - EXECUTION RESOURCES 137 4.1 PEOPLE 143 4.1.1 INTRODUCTION
143 4.1.2 WORKS COUNCILS AND EMPLOYEE REPRESENTATION 145 4.1.3
CULTURALANDPSYCHOLOGICAL ASPECTSOFCHANGE 148 4.1.4 PRACTICE: CAREER
OPPORTUNITIES FOR SHARED SERVICE EMPLOYEES 153 4.2 TECHNOLOGY 154 4.2.1
TECHNOLOGY SOLUTIONS IN SHARED SERVICES 157 .1 ENTERPRISE RESOURCE
PLANNING SYSTEMS (ERP) 158 4.2. 4.2. 4.2. 4.2. 4.2. 4.2. .2 SELF-SERVICE
APPLICATIONS 159 .3 CONTACT-INTERACTION-CALL CENTER 160 .4 WORKFLOW 160
.5 DATA ANALYSIS AND REPORTING TOOLS 161 1.6 PORTAL 162 4.2.2 SUMMARY OF
TECHNOLOGY SOLUTIONS IN USE 162 4.2.3 SAP SOLUTIONS AS A TECHNICAL AND
BUSINESS FOUNDATION 165 4.2.4 PRACTICE: TECHNOLOGY AN ENABLER OF SHARED
SERVICES 173 ORGANIZATION * PROCESS-PEOPLE-TECHNOLOGY INTEGRATION 177
5.1 ORGANIZING TASK * FOUNDATIONS 177 5.1. 5.2.3.1.1 CUSTOMIZATION OF
THE BUSINESS PROCESS LAYER 193 5.2.3.1.2 CUSTOMIZATION OF THE ICT
APPLICATIONS LAYER 194 5.2.3.1.3 CUSTOMIZATION OF THE ICT INFRASTRUCTURE
LAYER 195 5.2.3.2 CONCLUSIONS TO CUSTOMIZATION 196 5.2.4 COMMUNICATION
CHANNELS 198 5.2.5 GOVERNANCE * RISK * COMPLIANCE 199 5.2.5.1 GRC-
INTRODUCTION 199 5.2.5.2 PRACTICE: GOVERNANCE - RISK - COMPLIANCE 201
5.3 GLOBALIZATION 201 5.4 COORDINATION CONCEPTS 203 5.5 SHARED SERVICE
ORGANIZATION 206 5.5.1 SHARED SERVICE DELIVERY LOCATIONS 208 5.5.1.1
DELIVERY LOCATIONS - FOUNDATION 208 5.5.1.2 PRACTICE: SHARED SERVICE
DELIVERY LOCATIONS 209 5.5.2 SHARED SERVICE ORGANIZATIONS SERVICE
DELIVERY MODEL 210 5.5.2.1 SERVICE DELIVERY MODEL-FOUNDATION 210 5.5.2.2
PRACTICE: SHARED SERVICE ORGANIZATION OPERATIONS 211 SHARED SERVICE
OPERATING MODEL 215 6.1 SHARED SERVICE OPERATIONS USAGE MODEL 215 6.2
SHARED SERVICE MANAGEMENT AND GOVERNANCE 219 6.3 SERVICE * AGREEMENT *
SERVICE LEVEL 219 6.3.1 SERVICE CATALOG 220 6.3.2 SERVICE AGREEMENT -
CONTRACT FOR SERVICES 220 6.3.3 SERVICE LEVEL AGREEMENT 221 6.3.4
PRACTICE: SHARED SERVICE OPERATIONS- SERVICES AND AGREEMENTS LLO 6.4
PRICING - CHARGE BACK 226 6.4.1 PROCESS 227 6.4.2 CHALLENGES 229 6.4.3
POSSIBLE ICT SOLUTIONS 230 6.4.4 PRACTICE: SETTING THE PRICE FOR
SERVICES 231 6. 7 IMPLEMENTATION, TRANSFORMATION, TRANSITION AND CHANGE
MANAGEMENT 239 7.1 TRANSITION INTO SHARED SERVICES 239 7.2
IMPLEMENTATION CONSIDERATIONS 241 7.2.1 LIFT-AND-SHIFT VERSUS
TRANSFORM-AND-SHIFT 241 7.2.2 GREENFIELD-BROWNFIELD-HEADQUARTERLOCATION
246 7.2.3 ADVANTAGES THROUGH SCALING 247 7.3 IMPLEMENTATION BEST
PRACTICES 248 7.4 PRACTICE: IMPLEMENTATION APPROACHES 249 7.5 PRACTICE:
IMPLEMENTATION CHALLENGES 252 8 SHARED SERVICE IN PRACTICE 255 8.1
INTERVIEW: BASF 255 8.2 INTERVIEW: HENKEL 266 8.3 INTERVIEW: MARKS &
SPENCER 274 8.4 INTERVIEW: PHILIPS 281 8.5 INTERVIEW: SAP 286 8.6
INTERVIEW: SIEMENS 297 8.7 INTERVIEW: SOLVAY 308 8.8 INTERVIEW: SURREY
COUNTY COUNCIL 317 9 EVOLUTION OF SHARED SERVICE 325 9.1 MULTIFACETED
EVOLUTION OF SHARED SERVICE 326 9.1.1 EVOLUTION INTO A DIFFERENT SERVICE
DELIVERY MODEL 327 9.1.2 EVOLUTION THROUGH PROCESS IMPROVEMENTS 330
9.1.3 EVOLUTION VIA EXPANDING FUNCTIONAL AND VALUE-ADDED SCOPE 332 9.1.4
EVOLUTION BY EXPANDING THE DEMAND CHAIN FOR EXISTING SERVICES
(INCREASING SCALE) 333 9.1.5 EVOLUTION THROUGH ORGANIZATIONAL AND
MANAGERIAL CHANGES 334 9.1.6 EVOLUTION THROUGH EMERGING TECHNICAL
CAPABILITIES - INFORMATION AND COMMUNICATION TECHNOLOGY 334 9.2 SHARED
SERVICE EVOLUTION COMPLEXITY 335 9.3 EVOLUTIONOF SHARED SERVICES IN
DIFFERENT BUSINESS FUNCTIONS 342 9.3.1 EVOLUTIONOF SHARED SERVICES IN
FINANCE & ACCOUNTIN
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| any_adam_object | 1 |
| author | Hollich, Franz Otter, Thomas Scheuermann, Hans-Dieter |
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| author_role | aut aut aut |
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| author_variant | f h fh t o to h d s hds |
| building | Verbundindex |
| bvnumber | BV023189194 |
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| dewey-full | 658.18 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.18 |
| dewey-search | 658.18 |
| dewey-sort | 3658.18 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV023189194 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T13:10:13Z |
| institution | BVB |
| isbn | 9783899751239 389975123X |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016375617 |
| oclc_num | 216924228 |
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| owner_facet | DE-19 DE-BY-UBM DE-12 DE-1050 DE-473 DE-BY-UBG DE-945 DE-11 DE-523 |
| physical | 363 S. graph. Darst. 210 mm x 147 mm |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| publisher | Meidenbauer |
| record_format | marc |
| spellingShingle | Hollich, Franz Otter, Thomas Scheuermann, Hans-Dieter Shared services - foundation, practice and outlook a comparison study of shared service implementations Multinationales Unternehmen (DE-588)4075092-9 gnd Zentrale Dienstleistung (DE-588)4328819-4 gnd |
| subject_GND | (DE-588)4075092-9 (DE-588)4328819-4 |
| title | Shared services - foundation, practice and outlook a comparison study of shared service implementations |
| title_auth | Shared services - foundation, practice and outlook a comparison study of shared service implementations |
| title_exact_search | Shared services - foundation, practice and outlook a comparison study of shared service implementations |
| title_full | Shared services - foundation, practice and outlook a comparison study of shared service implementations F. Hollich ; Th. Otter ; H.-D. Scheuermann |
| title_fullStr | Shared services - foundation, practice and outlook a comparison study of shared service implementations F. Hollich ; Th. Otter ; H.-D. Scheuermann |
| title_full_unstemmed | Shared services - foundation, practice and outlook a comparison study of shared service implementations F. Hollich ; Th. Otter ; H.-D. Scheuermann |
| title_short | Shared services - foundation, practice and outlook |
| title_sort | shared services foundation practice and outlook a comparison study of shared service implementations |
| title_sub | a comparison study of shared service implementations |
| topic | Multinationales Unternehmen (DE-588)4075092-9 gnd Zentrale Dienstleistung (DE-588)4328819-4 gnd |
| topic_facet | Multinationales Unternehmen Zentrale Dienstleistung |
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