Managerial challenges to realizing IT shared services in a public university
| Autor: | Richard J. Welke, Timothy Olsen |
|---|---|
| Rok vydání: | 2019 |
| Předmět: |
Information Systems and Management
Knowledge management Public Administration Standardization business.industry media_common.quotation_subject 05 social sciences Organizational culture Single-subject design 0506 political science Computer Science Applications Qualitative analysis Originality Service level 0502 economics and business Ethnography 050602 political science & public administration Public university Business 050203 business & management media_common |
| Zdroj: | Transforming Government: People, Process and Policy. 13:76-92 |
| ISSN: | 1750-6166 |
| Popis: | Purpose Many governments and public organizations are turning to shared service arrangements to decrease costs while increasing service levels. This paper aims to elucidate the fine-grained challenges managers face as they adjust to working under a shared service arrangement. Design/methodology/approach A two-year longitudinal ethnographic field study followed the IT shared service transformation process at a large public university. Meeting observations, emails, documents and interviews were used in the qualitative analysis. Findings The research identifies 11 challenges faced by management undergoing a transition to shared services. The authors use a taxonomy of management challenges based on the organizational perspectives literature (Knol et al., 2014) to organize the challenges and relate them to prior literature. Research limitations/implications The novel findings include the importance of changing organizational culture, balancing dual interests of cost and customer focus, establishing a sense of urgency and achieving process standardization through practicing when adopting a shared service arrangement. The results from a single case study may not by generalizable to other organizations. Originality/value This study provides a nuanced and fine-grained understanding of the managerial challenges of adopting IT-shared services. This unique longitudinal data set describes in nuanced detail the challenges faced by frontline managers. |
| Databáze: | OpenAIRE |
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