Shared Services Innovation
Learn how continuous innovation enables shared service centres to co-create new service offerings and experiences with internal customers, for internal customers. Benefits and challenges of applying shared services innovation are presented, along with step-by-step guidance and success factors for implementation.
Technique Overview
Shared Services Innovation Definition
Shared services innovation describes the introduction of ‘a new or considerably changed service concept, internal customer interaction channel, service delivery system or technological concept, that leads to one or more service functions that are new to the shared services centre (SSC) and change the services offered to internal customers. Shared services innovation may necessitate the introduction of incrementally or radically new technological, human or organisational capabilities in the SSC (Knol et al., 2014; van Ark et al., 2003).
Shared Services Innovation Description *
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Business Evidence
Strengths, weaknesses and examples of Shared Services Innovation *
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Business Application
Implementation, success factors and measures of Shared Services Innovation *
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Professional Tools
Shared Services Innovation videos and downloads *
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Further Reading
Shared Services Innovation web and print resources *
Shared Services Innovation references (4 of up to 20) *
- Allinson, C. and Hayes, J. (2012) The Cognitive Style Index: Technical Manual and User Guide, Pearson Education. Available at: http://www.talentlens.co.uk/assets/legacy-documents/71874/csi-manual.pdf.
- Bergeron, B. (2003) Essentials of Shared Services, John Wiley & Sons, Hoboken, NJ.
- Bondarouk, T. (2014) Shared Services as a New Organizational Form (Ed.), Emerald Group Publishing, Bingley, UK.
- CBI (2015) Shared Services: Overview. Available at: http://www.cbi.org.uk/business-issues/public-services/in-focus/shared-services/
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