The thesis deals with management of risks in finance shared service in international company Zebra Technologies CZ s.r.o. The thesis analyses and evaluates all risks which are common in this finance shared service. In the first part the thesis deals with important concepts which are linked with process management, business environment, risks, risk management and finance shared services. It is followed by analysis of processes then by environment and analysis of all known risks. The last part is made of evaluation of all identified risks and there are suggestions which could eliminate most of them.

The office market in Stockholm is constantly evolving, and property owners must actively work to meet tenants' demand for office spaces. The increased demand for alternative office solutions has led to the development of coworking facilities and fully furnished offices. Digitalization and the ability to work remotely have raised higher expectations for offices. Consequently, shared services have become a significant part of the current development in commercial offices, aiming to provide attractive workspaces that employees want to be in. The purpose of this master thesis is to map the shared services offered by property owners in their properties, how shared services are included in lease agreements, what property owners consider to be included in the concept of shared services, and how companies manage their customer relationships. The objective is to gain a deeper understanding of the evolution and applications of shared services in the commercial real estate market in Stockholm. The concept is rooted in value creation of properties, customer relationships, business models, and strategies. To achieve the goals and objectives of the master thesis, a qualitative study was conducted. Additionally, a literature review and  an empirical study was carried out through semi-structured interviews with the nine largest property owners in Stockholm. The results showed that property owners have different perspectives on the concept of shared services and that shared services can be categorized into three different levels with the lowest level being changing rooms, shared reception and bicycle rooms. The next level includes car parking, conference facilities, bookable meeting rooms, a gym and the last level is peculiar services such as dog daycare, laundry handling and car charging points. Furthermore, the results indicate that some property owners have chosen to implement more shared services in their portfolios than others. Property owners have also chosen different methods to account for the fee for shared services in lease agreements, with the majority of the companies charging it as x SEK/sqm . The authors also note that property owners have expanded their range of office solutions to adapt to the current market such as coworking and fully furnished offices. / Kontorsmarknaden i Stockholm är i ständig rörelse och fastighetsägare måste aktivt arbeta med att möta hyresgästernas efterfrågan på kontorslokalerna. Den nya ökade efterfrågan på alternativa kontorslösningar har bidragit till utvecklingen av bland annat coworking anläggningar och fullt möblerade kontor. Digitaliseringen och möjligheten att arbeta på distans har medfört att större krav sätts på kontoren. Gemensam service har därför blivit en stor del av dagens utveckling av kommersiella kontor för att kunna erbjuda attraktiva arbetsplatser som anställda vill vara på. Syftet med denna masteruppsats är att kartlägga vilken gemensam service fastighetsägare erbjuder i sina fastigheter, hur gemensam service inkluderas i hyresavtalen, vad fastighetsägare anser ingå i konceptet gemensam service samt hur företagen arbetar med sina kundrelationer. Syftet är att få en djupare förståelse för utvecklingen och tillämpningarna av gemensam service inom den kommersiella fastighetsmarknaden i Stockholm. Konceptet har en bakgrund inom värdeskapande av fastigheter, kundrelationer, affärsmodeller och affärsstrategier. För att uppnå masterarbetets mål och syfte har en kvalitativ studie genomförts. Vidare har en litteraturundersökning och en empirisk studie genomförts genom semistrukturerade intervjuer med de nio största fastighetsägarna i Stockholm. Resultatet visade att fastighetsägare har olika syn på konceptet av gemensam service. Efter analys av den empiriska studien kan gemensam service kan delas in i tre olika nivåer där den lägsta nivån innehåller omklädningsrum, gemensam reception och cykelrum. Nästa nivå innehåller bilparkering, konferensrum, bokningsbara mötesrum och gym och den sista nivån är service som hunddagis, tvätthantering och el-laddningsplatser för bilar. Vidare visar resultatet att vissa fastighetsägare har valt att implementera mer gemensam service än andra i sitt bestånd. Fastighetsägarna har även valt att redovisa avgiften för den gemensamma servicen på olika sätt i hyreskontrakten där majoriteten av företagen debiterar gemensamma service som x SEK/kvm. Författarna kan även konstatera att fastighetsägare har breddat sitt utbud på kontorslösningar för att anpassa sig till dagens marknad som bland annat coworking och fullt möblerade kontor.

Perceived failures of previous service delivery models within the Gauteng Provincial Departments dictates for experimentation with new working and improved models. Gauteng Shared Service Centre was established to improve efficiencies and effectiveness and service delivery to all citizens in the province. This study conceptualizes and analyses integration of Gauteng Shared Service Centre Organisation Development functions. Specialisation within the component seems to create problems both for the component internally and its client externally which may have a spill-over effect to service delivery to the provincial citizens. The General Systems Theory is utilized to facilitate the analysis of the Organisation Development component from a system’s perspective. This component of the GSSC, like any system exits for the achievement of a specific objective. Working together among system components is crucial for efficiencies. Integration is crucial in coordinating all specialist tasks of the component for improved service delivery to clients. / Public Administration / M.A. (Public Administration)

Perceived failures of previous service delivery models within the Gauteng Provincial Departments dictates for experimentation with new working and improved models. Gauteng Shared Service Centre was established to improve efficiencies and effectiveness and service delivery to all citizens in the province. This study conceptualizes and analyses integration of Gauteng Shared Service Centre Organisation Development functions. Specialisation within the component seems to create problems both for the component internally and its client externally which may have a spill-over effect to service delivery to the provincial citizens. The General Systems Theory is utilized to facilitate the analysis of the Organisation Development component from a system’s perspective. This component of the GSSC, like any system exits for the achievement of a specific objective. Working together among system components is crucial for efficiencies. Integration is crucial in coordinating all specialist tasks of the component for improved service delivery to clients. / Public Administration and Management / M.A. (Public Administration)

This study examined the perceptions of school superintendents of districts and building principals of schools within selected shared service arrangements in the state of Texas who receive services from the cooperative, and selected directors of rural shared service arrangements pertaining to the responsibilities and roles of shared service arrangements when site-based decision-making (SBDM) was used as the guiding philosophy.

Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-11-06T12:10:46Z No. of bitstreams: 1 Cléber Alexandre Agazzi_.pdf: 3762662 bytes, checksum: 0f34e06d7787ebe4575c698c49267877 (MD5) / Made available in DSpace on 2018-11-06T12:10:46Z (GMT). No. of bitstreams: 1 Cléber Alexandre Agazzi_.pdf: 3762662 bytes, checksum: 0f34e06d7787ebe4575c698c49267877 (MD5) Previous issue date: 2018-08-29 / SICREDI- Sistema de Crédito Cooperativo / A estratégia de centralização de serviços vem sendo adotada por muitas empresas como forma de organizar as atividades de back office, buscando pela redução de custos e melhoria de eficiência das operações. Essa estratégia de centralização pode seguir diferentes trajetórias, as quais variam em grau de consolidação. Seguir caminhos que levam a um nível menor de consolidação faz com que não se usufrua dos benefícios máximos do ganho de escala, um dos principais fatores para uma estratégia de eficiência em custo. Nesse sentido, o presente estudo busca compreender por que, em um sistema de cooperativas de crédito, algumas cooperativas optam por desenvolver estruturas locais para centralização de serviços, ao invés de utilizar a estrutura do centro de serviços compartilhados disponível para todo o sistema através de sua confederação, abdicando em parte dos ganhos de escala. Em caráter qualitativo-descritivo, através do estudo de caso, foram entrevistados executivos das cooperativas e da confederação e, após a análise de conteúdo, foi possível demonstrar que há racionalidade na estratégia adotada pelas cooperativas, uma vez que modelos encontrados durante a fase de revisão de literatura podem suportar essa afirmação. Além do tema central de estudo, a revisão de literatura abordou temas relacionados ao contexto em que a organização objeto do estudo está inserida, o que auxiliou na compreensão e revelou alguns fatores distintivos desse tipo de organização, os quais também geram influência sobre o cenário. Sob a perspectiva acadêmica, o estudo preenche lacunas de pesquisa quando aplica um modelo de análise desenvolvido em outro país em uma empresa privada no Brasil. Já no âmbito gerencial, fornece informações importantes e apresenta uma ferramenta que pode ser utilizada em definições estratégicas sobre centralização de serviços. / Many companies have adopted a strategy of centralized services as a way of organizing back office activities, seeking a reduction of costs and improving the overall efficiency of operations. This strategy of centralization can follow different trajectories, which vary in degree of consolidation. Following paths that lead to a lower level of consolidation means that one cannot sow the maximum gains of scale, one of the main factors of a cost efficient strategy. In this sense, the present study seeks to comprehend why, in a system of credit unions, some credit unions choose to develop local structures in order to centralize services, instead of using the structure of the shared service center (SSC) available to all the system through it’s “confederation”, abdicating in part in gains related to scale. By using a descriptive qualitative case study, executives of credit unions and of the “confederation” were interviewed and, after analyzing this content, it was possible to demonstrate that there is rationality behind the strategy adopted by the credit unions, taking into consideration that models found during the bibliographical review can support this statement. Beyond the central theme of the study, the bibliographical review addressed themes related to the context in which the object organization is inserted, which aided in the comprehension and revealed some distinct factors of this type of organization, which also influenced the scenario. Within an academic perspective, the study fills gaps of research when applying a model of analysis, developed in another country, to a private company in Brazil. In an overall perspective, the study provides important information and presents a tool that can be used in strategic definitions about centralizing services.

A presente pesquisa se ampara no relato da experiência do autor na condução de empreendimento familiar de prestação de serviços de execução de rotinas administrativas para o segmento de micro e pequenas empresas, para responder a seguinte questão de pesquisa: quais os fatores que limitaram o crescimento do negócio IDEALE Serviços? Foi uma hipótese que o uso de serviços compartilhados, largamente empregado em grandes organizações, possibilitaria o crescimento da empresa, o que levou ao objetivo de identificar aspectos que poderão contribuir para a implantação de um Centro de Serviços Compartilhados para micro e pequenas empresas. O estudo seguiu diretrizes do método de direcionamento para pesquisa profissional, partindo do relato e sistematização da vivência prática do autor para a busca de teorias administrativas que colaboraram com a questão de pesquisa, o que resultou na composição de um referencial teórico multidisciplinar, abrangendo: marketing de serviços; venda de serviços; características das pequenas empresas; relações de confiança; terceirização e quarteirização; operações de Centro de Serviços Compartilhados e; qualidade e nível de serviços. Análises entre prática e teoria se seguiram, suficientes para embasar as ações de pesquisa de campo. Por meio de pesquisa qualitativa aplicada ao público de clientes e ex-clientes do empreendimento, foram coletadas impressões, críticas e opiniões sobre o modelo de prestação de serviços. E também, pela realização de uma pesquisa de caráter quantitativo junto ao segmento de micro e pequenas empresas, foi possível identificar necessidades do mercado sobre o tema. Esta dissertação mostrou que é possível a iniciativa de prestação de serviços para micro e pequenas empresas através de um Centro de Serviços Compartilhados, tendo obtido, dentre as conclusões, que: é necessário mudar a cultura da micro e pequena empresa para que venha a aceitar essa modalidade; o pequeno empresário aceita a contratação desse modelo de trabalho se tiver confiança na empresa e nas pessoas que forem atuar nessa prestação de serviços; existe uma dificuldade maior para a adesão das micro e pequenas empresas a rotinas padronizadas, tendo em vista as suas particularidades; prefere-se que o pagamento dessa modalidade seja por valor fixo mensal por um pacote de serviços; por razões de confiança, as pequenas empresas têm dificuldade em aceitar que as atividades sejam executadas por um profissional diferente daquele que fez a venda e; as pequenas empresas podem usufruir de processos integrados, a partir da quarteirização e da consolidação de parcerias entre prestadores de serviços complementares. / This research is based on the author\'s experience in leading a family business which provided administrative routine services to micro and small companies, in order to answer the following question: which factors limited the business growth of IDEALE Services? It was a hypothesis that the use of shared services, widely used in large organizations should enable the growth of the company, which led to the goal of identifying aspects that could contribute for the implementation of a Shared Services Centre for micro and small businesses. The study followed targeting guidelines for professional research, based on the report and systematization of the living practice of the author in the search for administrative theories that cooperate with the research question, which resulted in the composition of a multidisciplinary theoretical framework, covering: marketing services; sale service; characteristics of small companies; trust relationships; outsourcing and fourth party services; Shared Service Center operations and; quality and level of services. Analysis between practice and theory followed, enough to support the field research activities. Through qualitative research applied to current and former customers of the enterprise, were gathered feelings, criticism and opinions were obtained about the model of provide service. Furthermore, by conducting a quantitative research study with the segment of micro and small companies, it was possible to identify market needs on the subject. This work has shown that the initiative to provide services to micro and small companies through a Shared Services Center is possible, having concluded that: it is necessary to change the culture of micro and small companies in order for them to accept this kind of service; small business owners will adhere the hiring of this work model if they have confidence in the company and the people who are involved; micro and small companies have a greater difficulty in welcoming standardized routines, in view of its special features; it is preferred that the payment of this kind of work is a fixed monthly amount for a service package; due to trust issues, small companies have trouble in accepting these activities to be performed by a different professional than that of the sale and; small companies can take advantage of integrated processes, from fourth party services and consolidation of partnerships between complementary service providers

Notre travail de recherche a comme but d’améliorer la compréhension que nous avons sur les centres de services partagés (CSP), un mode d’organisation qui est en vogue ces dernières années. Plus spécifiquement, l’objet de notre travail est d’explorer la singularité qui existe entre ce mode organisationnel spécifique qu’est le centre de service partagés appliqué au système d’information (SI) et à l’alignement stratégique de celui-ci avec l’entreprise. Le thème de ce travail est donc de tester l’impact d’un CSP qui a en charge la SI dans l’alignement des usages (après la phase de gestion du changement et donc de bascule). En d’autres mots, nous testons le lien entre le fait de confier une partie de son SI à un CSP et la variation de l’alignement des usages du SI. Nous avons envisagé d’étudier notre problématique sous un aspect de la variation de l’alignement du SI et de la « satisfaction » des parties prenantes. Nous nous sommes focalisé sur la phase post-basculement (Alignement des Usages). Cette démarche inclut les termes « dynamique » et « usage » et prend en compte les dimensions temporelle et relationnelle. Nos travaux s’inscrivent dans un domaine de recherches émergent, ce qui leur confère un caractère exploratoire. Nous avons construit notre stratégie et notre objet de recherche de manière progressive. Comme préalable indispensable, il nous a paru fondamental de réaliser une exploration théorique des thèmes associés à notre recherche afin de constituer à la fois le fondement et la justification de la démarche proposée. Les connaissances que nous avons acquises nous ont conduit à élaborer des propositions conceptuelles (6 hypothèses) dans une perspective constructiviste. Celles-ci ont été construites lors de tests préalables puis ont fait l’objet de mises à l’épreuve auprès d’une sélection d’entreprises européennes utilisant un ou plusieurs CSP. Il nous a semblé plus riche de disposer de données issues de la complémentarité de deux approches qualitatives. Notre investigation s’est donc déroulée de façon duale. Nous avons d’une part étudié en détail une entreprise en particulier et, d’autre part, nous avons réalisé une étude pluri-organisationnelle composée de 5 études de cas menées à partir de 9 entretiens semi-directifs.La diversité des résultats obtenus tend à démontrer la singularité de notre travail de recherche. Deux propositions sont à mettre en évidence. La première est que l’alignement des usages à long terme est renforcé par l’utilisation d’une organisation insérant en son sein des CSP (hypothèse 1) et la deuxième est liée au fait que les parties prenantes externes peuvent être plus facilement manœuvrables par les entreprises clientes qui utilisent un CSP (hypothèse 3). Plus globalement, nous constatons deux autres contributions intéressantes de nos travaux. La première est liée à la plus grande stabilité dans le cadre de changements profonds des organisations qui font par exemple l’expérience d’une fusion ou d’une acquisition (hypothèses deux et six). Notre recherche académique arrive dès lors à la conclusion que le CSP est un facteur habilitant la stabilité de l’entreprise qui l’utilise. La seconde contribution est essentielle, elle couvre les problématiques d’interface entre le CSP et les autres acteurs, principalement les autres parties prenantes internes. Les liens entre les différentes parties sont fondamentaux pour obtenir et maintenir un bon alignement. / The aim of our research is to improve the understanding that we have towards the Shared Service Centers (SSC), a way of organization which has been the trend in the last years. To be more specific, the aim of our work is to explore the existing singularity between this specific organizational method, which is the SSC applied to the Information System (IS) and the strategic alignment with the enterprise. The objective of this paper is therefore to test the impact of the IS alignment in a company which uses the SSC. We have considered to study our question under the aspect of the variation of the IS alignment and the stakeholder’s “satisfaction”. We focalized on the postoperative handover (alignment of usages). This approach includes the “dynamic” and “usage” terms and takes into account the temporary and relational dimensions. Our work is inserted in a new research field that provides them with an explorative characteristic. We have built our strategy and our research study in a progressive way. Beforehand, it has seemed to us crucial to undergo a theoretic exploration of the subjects related to our research, in order to build simultaneously the basis and the purpose of the mentioned approach. The knowledge we have acquired has led us to elaborate conceptual proposals (6 hypotheses) from a constructivist perspective. These proposals were built during initial exploration tests and afterwards they were tested in European companies using one or more SSC. It seemed to us more logical to adopt the complementarity of a dual qualitative approach. On one hand, we studied in detail one company and, on the other hand, we have realized a poly organizational study, composed by 5 case studies, which were based on 9 semi-directive interviews.The variety of the results obtained tends to demonstrate the singularity of our research. Two proposals must be highlighted. The first one is that the strategic alignment in the long term is reinforced by the use of a SSC (hypothesis 1) and the second one is linked to the fact that the external stakeholders can be easily managed by the clients’ enterprises which use a SSC (hypothesis 3). More generally, we have verified two other interesting contributions during our research. The first one is linked to a larger stability in the case of deep changes as, for example, a merger or a takeover (hypothesis 2 and 6). Our academic research has reached the conclusion that the SSC is a factor which offers stability to the company that uses it. The second contribution is fundamental, that is, it covers the importance of the interfaces between the SSC and the other internal parties involved. The connections between the different groups are essential in order to obtain and to maintain a good alignment.

Notre travail de recherche a comme but d’améliorer la compréhension que nous avons sur les centres de services partagés (CSP), un mode d’organisation qui est en vogue ces dernières années. Plus spécifiquement, l’objet de notre travail est d’explorer la singularité qui existe entre ce mode organisationnel spécifique qu’est le centre de service partagés appliqué au système d’information (SI) et à l’alignement stratégique de celui-ci avec l’entreprise. Le thème de ce travail est donc de tester l’impact d’un CSP qui a en charge la SI dans l’alignement des usages (après la phase de gestion du changement et donc de bascule). En d’autres mots, nous testons le lien entre le fait de confier une partie de son SI à un CSP et la variation de l’alignement des usages du SI. Nous avons envisagé d’étudier notre problématique sous un aspect de la variation de l’alignement du SI et de la « satisfaction » des parties prenantes. Nous nous sommes focalisé sur la phase post-basculement (Alignement des Usages). Cette démarche inclut les termes « dynamique » et « usage » et prend en compte les dimensions temporelle et relationnelle. Nos travaux s’inscrivent dans un domaine de recherches émergent, ce qui leur confère un caractère exploratoire. Nous avons construit notre stratégie et notre objet de recherche de manière progressive. Comme préalable indispensable, il nous a paru fondamental de réaliser une exploration théorique des thèmes associés à notre recherche afin de constituer à la fois le fondement et la justification de la démarche proposée. Les connaissances que nous avons acquises nous ont conduit à élaborer des propositions conceptuelles (6 hypothèses) dans une perspective constructiviste. Celles-ci ont été construites lors de tests préalables puis ont fait l’objet de mises à l’épreuve auprès d’une sélection d’entreprises européennes utilisant un ou plusieurs CSP. Il nous a semblé plus riche de disposer de données issues de la complémentarité de deux approches qualitatives. Notre investigation s’est donc déroulée de façon duale. Nous avons d’une part étudié en détail une entreprise en particulier et, d’autre part, nous avons réalisé une étude pluri-organisationnelle composée de 5 études de cas menées à partir de 9 entretiens semi-directifs.La diversité des résultats obtenus tend à démontrer la singularité de notre travail de recherche. Deux propositions sont à mettre en évidence. La première est que l’alignement des usages à long terme est renforcé par l’utilisation d’une organisation insérant en son sein des CSP (hypothèse 1) et la deuxième est liée au fait que les parties prenantes externes peuvent être plus facilement manœuvrables par les entreprises clientes qui utilisent un CSP (hypothèse 3). Plus globalement, nous constatons deux autres contributions intéressantes de nos travaux. La première est liée à la plus grande stabilité dans le cadre de changements profonds des organisations qui font par exemple l’expérience d’une fusion ou d’une acquisition (hypothèses deux et six). Notre recherche académique arrive dès lors à la conclusion que le CSP est un facteur habilitant la stabilité de l’entreprise qui l’utilise. La seconde contribution est essentielle, elle couvre les problématiques d’interface entre le CSP et les autres acteurs, principalement les autres parties prenantes internes. Les liens entre les différentes parties sont fondamentaux pour obtenir et maintenir un bon alignement. / The aim of our research is to improve the understanding that we have towards the Shared Service Centers (SSC), a way of organization which has been the trend in the last years. To be more specific, the aim of our work is to explore the existing singularity between this specific organizational method, which is the SSC applied to the Information System (IS) and the strategic alignment with the enterprise. The objective of this paper is therefore to test the impact of the IS alignment in a company which uses the SSC. We have considered to study our question under the aspect of the variation of the IS alignment and the stakeholder’s “satisfaction”. We focalized on the postoperative handover (alignment of usages). This approach includes the “dynamic” and “usage” terms and takes into account the temporary and relational dimensions. Our work is inserted in a new research field that provides them with an explorative characteristic. We have built our strategy and our research study in a progressive way. Beforehand, it has seemed to us crucial to undergo a theoretic exploration of the subjects related to our research, in order to build simultaneously the basis and the purpose of the mentioned approach. The knowledge we have acquired has led us to elaborate conceptual proposals (6 hypotheses) from a constructivist perspective. These proposals were built during initial exploration tests and afterwards they were tested in European companies using one or more SSC. It seemed to us more logical to adopt the complementarity of a dual qualitative approach. On one hand, we studied in detail one company and, on the other hand, we have realized a poly organizational study, composed by 5 case studies, which were based on 9 semi-directive interviews.The variety of the results obtained tends to demonstrate the singularity of our research. Two proposals must be highlighted. The first one is that the strategic alignment in the long term is reinforced by the use of a SSC (hypothesis 1) and the second one is linked to the fact that the external stakeholders can be easily managed by the clients’ enterprises which use a SSC (hypothesis 3). More generally, we have verified two other interesting contributions during our research. The first one is linked to a larger stability in the case of deep changes as, for example, a merger or a takeover (hypothesis 2 and 6). Our academic research has reached the conclusion that the SSC is a factor which offers stability to the company that uses it. The second contribution is fundamental, that is, it covers the importance of the interfaces between the SSC and the other internal parties involved. The connections between the different groups are essential in order to obtain and to maintain a good alignment.

This study was designed to assess the types of shared service arrangements and the degree of commitment as evidenced by the incorporation of policy statements displayed toward the sharing concept evident in the Dallas-Fort Worth hospitals. The purpose of this research, then, was to identify and evaluate present utilization of shared arrangements to establish a base for comparison and recommendations for future participation by the various categories of hospitals. The conclusions derived from the findings include the following: 1. Shared services promise to be a continuing factor in the operation of the health care industry in the future. 2. Governmental influence and regulation will expand into every area of health care. Hospital administrators must take every opportunity to contribute input to the formulation of these regulations. 3. The selection of products or services to be shared must be handled in a systematic manner complete with a control system to assure continued quality levels. 4. Standardization of product specifications is the single largest obstacle to the expansion of the shared service concept. This obstacle can be removed only through the committed involvement of the medical community. 5. The sharing of services, rather than products, appears to have great potential in terms of cost containment and the optimum utilization of facilities and equipment. 6. The acceptance of the need for policy development regarding shared services is at a low level among these administrators. There appears to be a great need for research in this area to provide guidelines