Managerial challenges to realizing IT shared services in a public university

Olsen, Timothy; Welke, Richard J.

doi:10.1108/tg-04-2018-0030

Cited by 9 publications

(7 citation statements)

References 43 publications

(80 reference statements)

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“…On the other hand, shared services are significantly influenced by the service process. This result echoes the findings of previous studies (Daly et al , 2016; Idris and Naqshbandi, 2019; Olsen and Welke, 2019; Robinson, 2016). As shared services are inherently divergent and multi-tasking, the service process component encounters trade-offs.…”

Section: Discussionsupporting

confidence: 92%

“…Shared services are acknowledged as a collaborative strategy to promote efficiency, value creation, cost savings and improved service delivery (Olsen and Welke, 2019;Paagman et al, 2015). Shared services improve service reliability by balancing quality, timeliness, efficiency and cost (Stafford et al, 2018;Zeynep Aksin and Masini, 2008) without making any trade-offs between benefits and costs (Maatman and Meijerink, 2017).…”

Section: Shared Servicesmentioning

confidence: 99%

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Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia

Raman

Suki

Wei

et al. 2022

IJQSS

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Purpose Trade-offs are unavoidable in a competitive and difficult economic environment, causing a challenge for those wanting to provide consistently high-quality service across all touchpoints in the service delivery ecosystem, included in which is the higher education (HE) sector. This study aims to explore the key factors influencing service trade-offs related to the efforts of academics in Malaysia’s HE sector. Design/methodology/approach A self-administered questionnaire was distributed to 400 full-time academics from several higher learning institutions in Malaysia. Data were analysed using the partial least squares-structural equation modelling (PLS-SEM) approach. Findings The results reveal that service trade-offs in the HE sector were heavily influenced by service priorities. Customisation of services, meeting individual student needs, working under immense pressure within tight timeframes and focusing on teaching and research jointly contribute to academics’ service trade-offs in the HE sector. Indeed, the nature of the job necessitates such trade-offs by default, as academics are unable to cancel or postpone classes due to scheduling constraints and the requirement to be physically present during class sessions. Practical implications HE administrators and managers should provide academics with adequate resources, effective work allocation and optimal timeframes for task completion, as service priorities are the key factors influencing service trade-offs in Malaysia’s HE sector. The satisfaction of these needs would enable academics’ service priorities and trade-offs to be better balanced, thereby contributing to better operational efficiency, boosting organisational performance and maintaining business sustainability. Originality/value The empirical results serve to clarify the key factors influencing service trade-offs in the HE sector, thus expanding the extant literature, which has mostly concentrated on describing the same phenomena in the manufacturing sector. The proposed service trade-offs model would serve as a guideline for operational efficiencies in the HE sector to prevent future recurrence and reduce the potential risk of service disruption, thus mitigating the risk of dissatisfaction.

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Section: Discussionsupporting

confidence: 92%

Section: Shared Servicesmentioning

confidence: 99%

Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia

Raman

Suki

Wei

et al. 2022

IJQSS

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“…This paper, therefore, suggests data ecosystems as a need for a pan-European post-GDPR digital policy (Kotsev et al, 2020). Thus, currently, the embryo of data ecosystems consists of several forms of cooperation with universities serving the CCDR in a broader Penta Helix multi-stakeholder policy scheme (Calzada and Cowie, 2017;Olsen and Welke, 2019).…”

Section: Discussionmentioning

confidence: 97%

Data ecosystems for protecting European citizens’ digital rights

Calzada

Almirall

2020

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Purpose This paper aims to spark a debate by presenting the need for developing data ecosystems in Europe that meet the social and public good while committing to democratic and ethical standards; suggesting a taxonomy of data infrastructures and institutions to support this need; using the case study of Barcelona as the flagship city trailblazing a critical policy agenda of smart cities to show the limitations and contradictions of the current state of affairs; and ultimately, proposing a preliminary roadmap for institutional and governance empowerment that could enable effective data ecosystems in Europe. Design/methodology/approach This paper draws on lessons learned in previous publications available in the sustainability (Calzada, 2018), regions (Calzada and Cowie, 2017; Calzada, 2019), Zenodo (Calzada and Almirall, 2019), RSA Journal (Calzada, 2019) and IJIS (Calzada, 2020) journals and ongoing and updated fieldwork about the Barcelona case study stemming from an intensive fieldwork action research that started in 2017. The methodology used in these publications was based on the mixed-method technique of triangulation via action research encompassing in-depth interviews, direct participation in policy events and desk research. The case study was identified as the most effective methodology. Findings This paper, drawing from lessons learned from the Barcelona case study, elucidates on the need to establish pan-European data infrastructures and institutions – collectively data ecosystems – to protect citizens’ digital rights in European cities and regions. The paper reveals three main priorities proposing a preliminary roadmap for local and regional governments, namely, advocacy, suggesting the need for city and regional networks; governance, requiring guidance and applied, neutral and non-partisan research in policy; and pan-European agencies, leading and mobilising data infrastructures and institutions at the European level. Research limitations/implications From the very beginning, this paper acknowledges its ambition, and thus its limitations and clarifies its attempt to provide just an overview rather than a deep research analysis. This paper presents several research limitations and implications regarding the scope. The paper starts by presenting the need for data ecosystems, then structures this need through two taxonomies, all illustrated through the Barcelona case study and finally, concludes with a roadmap consisting of three priorities. The paper uses previous published and ongoing fieldwork findings in Barcelona as a way to lead, and thus encourage the proliferation of more cases through Cities Coalition for Digital Rights (CCDR). Practical implications This paper presents practical implications for local and regional authorities of the CCDR network. As such, the main three priorities of the preliminary roadmap could help those European cities and regions already part of the CCDR network to establish and build operational data ecosystems by establishing a comprehensive pan-European policy from the bottom-up that aligns with the timely policy developments advocated by the European Commission. This paper can inspire policymakers by providing guidelines to better coordinate among a diverse set of cities and regions in Europe. Social implications The leading data governance models worldwide from China and the USA and the advent of Big Data are dramatically reshaping citizens’ relationship with data. Against this backdrop and directly influenced by the General Data Protection Regulation (GDPR), Europe has, perhaps, for the first time, spoken with its own voice by blending data and smart city research and policy formulations. Inquiries and emerging insights into the potential urban experiments on data ecosystems, consisting of data infrastructures and institutions operating in European cities and regions, become increasingly crucial. Thus, the main social implications are for those multi-stakeholder policy schemes already operating in European cities and regions. Originality/value In previous research, data ecosystems were not directly related to digital rights amidst the global digital geopolitical context and, more specifically, were not connected to the two taxonomies (on data infrastructures and institutions) that could be directly applied to a case study, like the one presented about Barcelona. Thus, this paper shows novelty and originality by also opening up (based on previous fieldwork action research) a way to take strategic action to establish a pan-European strategy among cities and regions through three specific priorities. This paper can ultimately support practice and lead to new research and policy avenues.

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“…The challenges were identified for all types of Shared Services and not specifically for ITSS. Recent research by [10] highlights the managerial challenges for ITSS in a public university. However, the research focuses on challenges during the transition to Shared Services.…”

Section: Challenges Of Shared Servicesmentioning

confidence: 99%

“…Authors Maintaining service level quality [9], [11], [12], [13] Developing standardized processes [9], [10], [11], [12], [13], [14] Developing an implementation strategy [9], [11], [12], [13] Obtaining resources [13], [15], [14] Ensuring alignment with the parent organization [4], [13], [14] Dealing with power struggles [16], [17], [18] Changing organizational culture [10], [14] Creating customer-centric mindset / Establishing a sense of urgency [10], [18] Generate additional value beyond efficiency -offering enhanced quality and/or differentiated services [18] Strong project management practice [13]…”

Section: Challengesmentioning

confidence: 99%

The Challenges of IT Shared Services to Increase Service Performance in Public Sector

Shahar¹

2019

IJATCSE

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The management support service era has changed from standalone, distributed and centralised to Shared Services. The Shared Services strategy has become the most favored option for many organisations nationwide, and significant benefits and drivers will follow from adopting this strategy. Previous studies have primarily concentrated on the definition, motives, drivers and benefits of Shared Services. However, studies on the issues and challenges for specific types of Shared Services are still scant. Therefore, a literature review and interviews were conducted to identify the specific challenges related to the motives for IT Shared Services (ITSS). Interviews with the ITSS project team are chosen as the main strategy in this study to get rich information on ITSS implementation based on a real scenario. Previous studies identified five motives for the adoption of Shared Services (cost saving, increased service performance, focus on core business, improved organisational learning and reduced redundancy) and this study will focus on the challenges to the increase in service performance. This study reveals 14 challenges with regard to service performance improvement motives, categorised as strategic and organisational, technical, political and economic. Findings from this study will inform any organisation that is interested in implementing ITSS to be ready with all challenges related to the increase in service performance. Awareness of the challenges will help future ITSS organisations achieve smooth and successful implementation.

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Managerial challenges to realizing IT shared services in a public university

Cited by 9 publications

References 43 publications

Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia

Exploring factors influencing service trade-offs in the higher education sector: evidence from Malaysia

Data ecosystems for protecting European citizens’ digital rights

The Challenges of IT Shared Services to Increase Service Performance in Public Sector

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