Technology and Innovation in Global Shared Service Centers

Technology and Innovation in Global Shared Service Centers

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Table of Contents BACKGROUND OF THE STUDY................................................................................................1 Review of literature.....................................................................................................................1 Introduction of Global share service centers...............................................................................1 Differentiate between local and global shared service centers....................................................2 Benefits of Global Shared Service Centers.................................................................................3 Conceptual shared service framework or CIBA GEIGY MODEL..............................................5 Examples of organizations which provides services regarding to establish Global service centers..........................................................................................................................................6 Impact of technology and innovation in shared centers..............................................................7 Challenges associated with the development and establishment of Global Service Centers......8 Identifies the ways through which performance of Global shared service centers can be improved......................................................................................................................................9 Research gap................................................................................................................................9 INDUSTRY BACKGROUND......................................................................................................10 RESEARCH AIM, OBJECTIVES AND RESEARCH QUESTIONS..........................................11 RESEARCH METHODOLOGY..................................................................................................12 Research philosophy:.................................................................................................................12 Research approach.....................................................................................................................12 Research design.........................................................................................................................13 Data collection...........................................................................................................................13 Data analysis..............................................................................................................................13 TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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Industry or market chosen for the study:...................................................................................14 Validity and reliability...............................................................................................................14 Justify the relationship between aim, objectives, research questions and objectives................15 Appropriateness of triangulation to present research................................................................15 TIME SCALE................................................................................................................................16 RESOURCES................................................................................................................................18 REFERENCES..............................................................................................................................19

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LIST OF FIGURES Figure 1: Development of Globally integrated business services...................................................1 Figure 2: Major difference between service centers........................................................................2 Figure 3: Key functions of global service centers...........................................................................3 Figure 4: Benefits of GSS centers...................................................................................................4 Figure 5: Benefits of GSSC.............................................................................................................5 Figure 6: Conceptual shared services framework............................................................................6 Figure 7: Role of technology and innovation..................................................................................8

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BACKGROUND OF THE STUDY Review of literature Introduction of Global share service centers According toBitner, Ostrom and Morgan, (2008) Global share service centers can be defined as a dedicated unit (including people, processes and technologies) and this centralized point of service is developed to improve business functions supported by IT and IT services. In modern era, cut throat competition and a slow global economic recovery create challenges for almost every size of companies in virtually every industry. Today’s market leaders and enterprises rethink about their existing operational models and emphasize on finding the ways to spend less and achieve more with fewer resources in order to support their strategic direction (Bitner, Ostrom and Morgan, 2008). By establishing global service centers, firms will be able to take advantage of innovation and technology as well as seamlessly connect, interact and respond to customers, consumers and suppliers across the business now and into the future in an effective manner. In dynamic changing environment, companies are seeking to reach the next level through bringing innovations and concentrating on what they do best-growing the business. In order to aggregate transactional and common activities, companies are focusing to establish globally integrated business services (GIBS) unit to promote their business activities effectively.

Development of Globally integrated business services arises in the market can be understood with help of below figure (Engel, 2014).

Figure 1: Development of Globally integrated business services (Source: Engel, 2014) TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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From the figure, it is cleared that today, most of the industries and companies are focusing to encompass integrity, flexibility and providing smarter solutions to quickly respond to trends, patterns and behaviors of clients in an effective manner.

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Figure 2: Major difference between service centers (Source: Pohle and Chapman, 2006) Besides that proper development of governance strategy and control is required in order to form, execute and update global business services strategies effectively (Bowsher, 2013). Key functions of global business service business team can be understood with the help of below figure.

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Figure 3: Key functions of global service centers Benefits of Global Shared Service Centers As per Pal and Pantaleo (2005) global business services model is multifunctional and capable to manage end-to-end processes in an appropriate manner. Today, most of the retail organizations like Tesco and Adsa are concentrating towards implementation of a multifunctional approach to shared services and effective use of their resources to attain aim and objectives of the companies within stipulated time. In dynamic changing environment, multinational companies and large enterprise groups are concentrating to use of global share service as an operational model and for that they develop a physical entity acting as the in-house sourcing center to standard support to various business units and regions effectively. According to Asheim, and Gertler 2005)Ernst & Young research, more than 80% of multinational companies have establishment SSCsto deliver improved performance at lower costs and to focus on other priorities that can be described with help of the figure.

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Figure 4: Benefits of GSS centers (Source: Cognizant report, 2014) On the basis of the figure, it can be articulated that Global service centers would be beneficial for the enterprise in terms of increasing core business, shared different services (HR, Finance, CRM, Supply Chain and IT services) and outsourced services to reduce cost of business functions in an appropriate manner (Ernst & Young, 2011). However, in order to bring innovation, improve service quality, reduce operation costs and enhance core competency, successful implementation and application of SSCs will be required effectively. Apart from this, through opening global service centers, enterprises would be able to take several advantages such as performance improvements, demand management, Process strategy and Transformation, Transition Management and planning and monitoring service provider stability properly etc.In addition, due to emergence of new technologies and innovation, organizations are now able to take several benefits of GSC including process efficiencies, career opportunities for employees, add additional value to business activities, talent sharing and better use of time for the retained business in an appropriate manner (E&Y, 2014). As per IBM Global Process Services (2011) described that competitive success of global service centers can be underpinned with help of four factors including customer reach, operational agility, cost competitiveness and stakeholder confidence.

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As per IBM Global Process Services (2011) competitive success of global service centers can be underpinned with help of four factors including customer reach, operational agility, cost competitiveness and stakeholder confidence. Today, most of the IT enterprises such as Cognizant, Accenture, IBM and Infosys are providing facility of global shared service centers to their clients in different segments which look like:

Figure 5: Benefits of GSSC (Source: Pohle and Chapman, 2006) A broad number of support areas in which MNC provides services including human resource, information service, corporate affairs and legal services. In this, current efforts are fragmented to create cross-functional solutions and business functions are performed commonly across multiple business units within stipulated time (Sia, Soh and Weill, 2010).

Conceptual shared service framework or CIBA GEIGY MODEL In the present, most of the companies are emphasizing on their shared services effort in order to enhance integration between various functions, such as information system, human TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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resource and data systems etc. For example, Amocowas considering reorganization of its business units after evaluated its shared services and service delivery mechanisms. Further, it was converted to 15 business units to leverage existing knowledge and create a unified corporate culture within the enterprise (Mytelka and Farinelli, 2000). After that, firm was implemented centralize transaction-processing operations system to take the process to a higher level and increase both the efficiency and effectiveness of the support services activities effectively.

According this model, Global Service centers is entrepreneurial in nature in which knowledgebased tasks are recreated as centers of expertise. Through developing centralize system, enterprise has been able to better control and monitoring over all business functions of the enterprise effectively.

Figure 6: Conceptual shared services framework (Source : Maglio and Spohrer, 2008) Examples of organizations which provides services regarding to establish Global service centers In order to attain ever-higher levels of productivity, precision and predictability, Global TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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shared service used new emerging technologies including Big Data, Cloud computing and other open source technologies to reduce companies’ infrastructure cost and bring innovation at the workplace. Cisco inaugurated its Global Shared Services Center (GSSC) in Mexico to provide better services to their customers worldwide through multiple functional groups. In addition, for building and managing their network and solution, two laboratories were developed.

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Different types of technologies including Datacenter, Mobility, Wireless, SP Video, Routing and Switching were used to o re-create environments and to prove configurations before deployment. Today, clients are so smart and they are expecting increasing amounts of innovation from their service center partners in order to share their vast expertise and deep connection with customers effectively. According to E&Y (2014) GSSC brings innovation in business in terms of building complex systems, processes or software and simplifying the ways of doing business.

Beyond the institutional advantages, global technology and innovation group of global centersprovides truly global service to their clients in both established and emerging markets.

Another example of Global service center is Tesco (Demirkan, Kauffman, Vayghan, Fill, Karagiannis and Maglio, 2009). According to Tesco's group infrastructure IT director, has spent large amount of money in consolidating global datacenters into UK shared services in order to expand their online business across eight countries.

Accenture is also provided Global center establishing services to their clients. Enterprise has 226,000 professionals across the world to provide various facilities to their customers such as diversified group of strategy, digital, technology and improved business functions in the world.

Sutherland global service Provider Company provides various services to their customers in TOLL-FREE NO: +44 2038681671 EMAIL: help@instantassignmenthelp.com WHATSAPP NO: +44 7999903324 WEBSITE: www.instantassignmenthelp.com ONLINE ASSIGNMENT HELP SERVICES UK

order to increase customer experience, maintained consistent quality in business functions and solve their technology related issues in an appropriate manner. For that firm has used its technology and human resources effectively such as 2000 MB of meshed-telecom infrastructure, Customized Technology solutions (100+ Sutherland IP Applications, Tools & Products) and Six Sigma certified engineers as per the changing business needs of their clients.Atos is concentrating towards providing highly- specialized solutions for specific industries by offering facility of digital asset management systems and their resources in an effective manner (Maglio and Spohrer, 2008).

Impact of technology and innovation in shared centers Due to adopt emerging technologies and innovation and their impact on retail enterprises on the keys roles of staff members within the enterprises can be understood with help of diagram.

The below figure shows that by using various techniques including virtual presence, instant messaging, screen sharing and white board VoIP and performance dashboard, team management related can be improved. For improving knowledge sharing and query resolutions, instant messaging, video calls and VoIP techniques can be applied. According to Caroline (2013) regarding to bring innovation and technology up-gradation, it is essential for the retail enterprise to provide training to their staffs. By doing this, companies would be able to retain talented employees with firms for long time period. In addition, to overcome resistance of employees, management of the firms should focus on increasing awareness among staff-members so that they will support to change. Besides that, IM, Phone, Skype, ERP, CRM and SCM techniques would be beneficial for the retail enterprises regarding to establish communication between Global Shared Service Centers and employees of clients companies effectively (Mytelka and Farinelli, 2000). Saran (2013) explored that earlier Tesco was used CA software to manage to manage its software but lot of time and resources were required for managed it. But after implemented single system monitoring framework in the workplace, organization was able to build centralize, consolidate and proper IT infrastructure in an appropriate manner. It is possible through establishing integrated system and monitoring across all the European and Asian operations.

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Figure 7: Role of technology and innovation (Source: Pohle and Chapman, 2006) Challenges associated with the development and establishment of Global Service Centers However, along with the several advantages some drawbacks are also associated with implementation of Global Service Centers including loss of face-to-face service; large capital outlay is often needed and relocates employees to staff the center, etc. Apart from these issues , Costs and benefits, location impact/planning, Tax and fiscal issues and standardized applications and data can create hurdle in successful development of Global Shared Service Centers in order to bring innovation and take benefits of technology at the workplace. Organizations are focusing to develop Global Portfolio of solutions and Global Key Offerings to their customers through merger and acquisitions techniques. However, due to lack of communication and transparency, enterprises would be unable to take benefits from GSSC. After using technologies, retail companies of UK like Tesco, Sainsbury and Asda would be able to establish better communication with their shareholders and solving customers and employees within stipulated time (Palmisano, 2006).

Identifies the ways through which performance of Global shared service centers can be improved According toBowsher (2013) Global Shared Service centers can improve their services TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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through emphasizing on integrated solutions such as performance improvement diagnostics, high speed cost diagnosis, Lean Six Sigma, Business Process redesign, capability sourcing, optimize the R&D function and deliver the promised customer experience at the right cost etc.Apart from this, by assigning roles and responsibilities on the basis of employee’s knowledge and skill level, morale of staff can be enhanced.

Research gap In the present study, investigator described the benefits and challenges of the development and establishment of Global Shard Service Center related studies done by other researchers. Saran (2013) was conducted study to identify befits of establish global shared center and CA software in terms of taking advantages of build centralize system, consolidate and proper IT infrastructure in the workplace. On the other side, IBM Global Process Services (2011) was conducted survey to examine the success of global service centers in terms of increasing customer reach, operational agility, cost competitiveness and stakeholder confidence etc. Hence, it is found that previous researchers were failed to investigate the impact of establishing Global Shared Service Centers in order to bring innovation and technology advantages at the workplace.

This topic is covered by researcher in present study.

Besides that, investigator clearly explored the reasons behind establishing Global Shared Service Centers and challenges associated with the set-up of Global Shared Service Centers in the current study which was done by previous scholars in their past works. In addition, investigator was identified the drastic changes raised within retail enterprises due to adopt emerging technologies like Cloud computing, Big, Data, Six Sigma and other open sources technologies and innovation in GSSC which was not covered by previous researchers in their studies. Apart from this, investigator also suggested different ways through which performance of Global shared service centers can be improved and reduced organization infrastructure cost which was not covered by any authors in their previous studies.

Conceptual framework The conceptual framework of the study clearly describes the drastic changes arise after implementation of different technologies at GSSC. It is prepared by integrating review of literature and researcher own findings together. Prior research work of Saran (2013) and IBM Global Process Services (2011) report outcomes were included in the present study. They found TOLL-FREE NO: +44 2038681671 EMAIL: help@instantassignmenthelp.com WHATSAPP NO: +44 7999903324 WEBSITE: www.instantassignmenthelp.com ONLINE ASSIGNMENT HELP SERVICES UK

that multifunctional, higher levels of productivity, better services to customers and simplifying the ways of doing business were the major requirement of established GSSC. In addition, they were described benefits of establishing global shared center such as overcome resistance of employees and improving employee’s productivity etc.

While on the other side, investigator was conducted study to investigate the impact of establishing Global Shared Service Centers in order to bring innovation and technology advantages in retail enterprise. In this regard, theoretical triangulation approach can be used which helps in gathering and interpreting data using more than one theoretical sources like articles or reports. By including previous research findings and investigator own thought regarding to implement different technologies in GSSC, investigator would be able to determine the impact of implementation of different technologies in global share service center. At the end of this report, investigator was able to disclose drastically changes arise after implementing these techniques like Cloud computing, Big, Data, Six Sigma and other open sources technologies in the workplace in forms of improving service quality and customer reach and demand & supply management etc.

Technologies Cloud Requirement of GSS

Big Data

Drastic changes arise

[Review of literature]

Six Sigma

[Researcher own findings]

Multifunctional

Other techniques

Bring innovation and technology up-

Higher levels of productivity

gradation

Better service to customer

Reducing cost

Simplifying the ways of doing business

Implementation of new technologies in

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Improve service quality Demand and supply management

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INDUSTRY BACKGROUND The present research is conducting by considering the retail industry market and IT companies have been taken which provide facilities of establishing Global Shared Service Centers in order to increase global reach of firms and increase profit margin through penetrating more customers towards the brands. In the proposal, investigator emphasizes on the impact of GSSC in terms of bringing innovation and technology advantages at the workplace effectively. In order to carry out the study, researcher has been focused on secondary data collection approach in which investigator found research gaps left by other researchers in their studies (IBM Global Process Services, 2011). Along with this, present study can be expanded in future by more concentrating on technologies used in different Global Shared Service Centers across the UK and their impact on performance and overall growth of the employees.

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RESEARCH AIM, OBJECTIVES AND RESEARCH QUESTIONS Aim: The main aim of the study is to investigate the impact of establishing Global Shared Service Centers in order to bring innovation and technology advantages in retail enterprise.

Objectives:   

To evaluate the reasons behind establishing Global Shared Service Centers To examine the challenges associated with the set-up of Global Shared Service Centers To identify the drastic changes arise within retail enterprises due to adopt emerging



technology and innovation in GSSC To explore the ways through which performance of Global shared service centers can be improved

Research questions 

What are the drastic changes arise within enterprises due to adopt emerging technology



and innovation in Global Shared Service Centers?

What are the major impacts of establishing Global Shared Service Centers on retail organizations and their employees?

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RESEARCH METHODOLOGY In this section, investigator tries to discover answers of questions and objectives through applying scientific approaches effectively. Apart from this, RM section of the study emphasizes on the truth related to the study which is hidden and which has been not discovered as yet. In addition, research methodology section of this study provides detail information about research philosophy, approach, data collection and analysis methods in order to attain aim and objectives of the proposal effectively (Palmisano, 2006). The present research begins with conducting review of literature section in which investigator studies of different authors and tries to identify the research gaps which were left by other researchers in their studies. After the identifying the research gaps, aim and objectives were framed and then research methodologies were decided to carry out the study within stipulated time without any delay. By choosing appropriate research methodologies, investigator tried to attain aim and objectives of the study in an appropriate manner. The entire research methodology will follow in chronological order as described in below figure.

Research Methodology

Philosophy

Approach

Interpretivism

Design

Data collection

Exploratory

Inductive

Secondary

Data analysis

Thematic

Outcome produced Figure 8: Flow chart on research methodology

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In order to collect data and interpret result from researcher point of view two options i.e.

Interpretivism and positivism are available. In Interpretivism philosophy, everything can be proved with help of evidence and specific reasons are provided behind specific actions taken by researchers regarding the carry out the study in an appropriate manner. While on the other side, positivism philosophy is used to explain facts or figures which are mainly based on the mathematical treatments (Maglio and Spohrer, 2008). As per the given case scenario, Interpretivism approach can be used to understand the reasons behind establishing Global Shared Service Centers to bring innovation and technology at the workplace. In addition, this philosophy will help investigator to examine the relationship between employee’s performance and development of GSSC. Research approach For conducting study, Inductive and deductive approaches can be used. In inductive approach, theories have been developed which is associated with quantitative research as well as data is collected with respect to subject matter. On the other hand, deductive approach has been used to identify the variables from literature review. Inductive approach will be used in the given topic because it is based on the qualitative nature data and generalized nature of information is formed to analyse theimpact of establishing GlobalShared Service Centers in order to bring innovation and technology at the workplace.

Research design Different types of research design which include descriptive, semi-experimental, explorative and meta- analytic technique are available to better interpret the result of the study.

As per the nature of study, exploratory research design will be used because it will helpful for the purpose of gaining deeper insights into evaluating the drastic changes arise within enterprises due to adopt emerging technology and innovation in Global Shared Service Centers for retain industry (Caroline, 2013).Through collecting and analysing data, researcher will be able to examine themajor impacts of establishing GlobalShared Service Centers on organizations and their employees.

Data collection Researcher has two options in the regard of data collection i.e. primary and secondary data collection. Primary data is collected first time from respondents in order to know their TOLL-FREE NO: +44 2038681671 EMAIL: help@instantassignmenthelp.com WHATSAPP NO: +44 7999903324 WEBSITE: www.instantassignmenthelp.com ONLINE ASSIGNMENT HELP SERVICES UK

perceptions about the topic. It is better approach in terms of understanding views of other related to the research topic. However, some limitations including time and money are associated with this method. On the other side, investigator can use secondary data collection method and for that, data can be collected from various sources such as books, journals, online published articles and blogs and reports of different global standard shared service provider companies etc.

As per the chosen topic “Technology and Innovation in Global Shared Service Centers�, secondary data collection approach would be more suitable. The main reason behind taking this method is that specific company was not provided and topichas been selected for the study belongs to the whole industry rather than company centric (Mytelka and Farinelli, 2000). By using this method, researcher will be able to understand the studies conducted by other authors and identified the gaps left in their studies. Along with this, secondary data collection will be easy and cost effective as compared to primary data collection methods. However, limited availability of secondary data related to the given topic can create hurdle in successful implementation of the study in an appropriate manner.

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to investigate the reasons behind establishing Global Shared Service Centers and examined the challenges associated with the set-up of GSSC (Caroline, 2013).

Industry or market chosen for the study: In order to carry out the study, retail industry will be taken. This specific market segment will be chosen because retail companies in UK are facing various issues related to technology and innovation at the workplace. In such kind of circumstance, to overcome such kind of issues, it is essential for the retail enterprises to bring innovation in their day to day business operations by reducing resistance of their employees towards change and technology up gradation at the workplace (Sia, Soh and Weill, 2010). Apart from this, through establishing Global Shared Service Centers and outsourcing their business functions to IT giant companies, retail enterprises would be able to create global marketplace and quickly manage change in the marketplace. By identifying the impact of Global Shared Service Centers on the performance of employees and organizations, researcher would be able to investigate the drastic changes arise within enterprises due to adopt emerging technology and innovation.

Validity and reliability By collecting secondary data from authentic sources including books and published reports of different companies, reliability is maintained in whole process. Apart from this, to avoid the biasness and misinterpretation of data, researcher will collect data from valid sources.

In addition, by analysing the data using standardized methods like thematic analysis, validity and reliability of the entire data will be maintained. In order to collect data from secondary sources, utmost care has been considered by investigator so that the impact of establishing GlobalShared Service Centers in terms of bringing innovation and technology advantages at the workplace can be done in an appropriate manner. In addition to attain aim and objectives of the present research, entire work will be performed with ethical aspect (Saran, 2013). Data collected from various sources have been taken from prior permission of authorize persons to avoid biasness of data.

Justify the relationship between aim, objectives, research questions and objectives The main aim of the study is to investigate the impact of establishing Global Shared Service Centers in order to bring innovation and technology and it is closely related to other objectives of the research. Present aim of the study and objective which include identify the TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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drastic changes arise within enterprises due to adopt emerging technology and innovation in GSSC are linked with each other in order to examine the benefits of establishing Global Shared Service Centers for retail industry. In addition, research objective which include examined the challenges associated with the set-up of Global Shared Service Centers is closely related with the secondary data collection method. By using this method, researcher would be able to detail investigate about the issues that can create hurdle in successful implementation of GSSC within retail sector. With help of thematic analysis method, investigator would be able to attain major aim of the study and other objectives of the research within stipulated time. Apart from by framing theme regarding to explore the ways through which performance of Global shared service centers can be improved, researcher would be able to evaluate the major impacts of establishing GlobalShared Service Centers on organizations and their employees in an effective manner.

Appropriateness of triangulation to present research As per the given case scenario, triangulation approach will be used in which data is collected through effective use of a variety of methods to collect data on the same topic. In order to capture different dimensions of the same phenomenon, this technique will be helpful. In the given case, researcher can apply different methods including Investigator triangulation, theory triangulation and methodological triangulation etc. to check the validity and see the difference perceptions of scholars and authors about the phenomena. In addition, researcher triangulate the aim, objectives and research methods to interpret the difference in findings on the same issue for data collected using more than one method (IBM Global Process Services, 2011).Besides that, this approach will also help researcher to check out the consistency of findings generated by different data collection methods.

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TIME SCALE This task of the project provides detail information about activities and time will be required to carry out an individual task in an appropriate manner. Total week time will be required to accomplish the dissertation effectively.

ACTIVITY/WEEK

1

2

3

4

5

6

7

8

9

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11

 Process begins with the identification of the problem  Selecting appropriate topic for the study  Evaluating the main purpose and rationale behind to carry out the study  Conducting review of literature by collecting secondary data from authentic sources  Framing aim and objectives of the study  Secondary data will collect from various sources  Applying appropriate research approach  Defining research methodology and methods will be used in the study  Preparing research questions TOLL-FREE NO: +44 2038681671 WHATSAPP NO: +44 7999903324

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 Detail invest in order to get insights into the topic  Collected data arrange in a proper format  Evaluating and applying technique to analysis the collected data  Interpreted the data on the basis of different themes  Detail exploring the finding of the research  Recommendation and suggestions will be provided for further study,  Prepared report in a presentable manner  At the end. report will be submitted to instructor and awaiting for feedback  As per the tutor guidance, the work will be revised  At the end, again re-submit report

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RESOURCES In order to carry out the current study related to topic “Technology and Innovation in Global Shared Service Centers”, different sources which include books, journals and online published articles will be required. Along with this for preparing the report, Microsoft office and analysis the data and developing graphs, MS excel will be required. In addition, to conduct the study and access the data, prior permission will be essential. In the context of presenting the report, Microsoft Power Point tool is required. Apart from this, specific online published report of E&Y, Cognizant and IBM companies would be considered.

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REFERENCES Books and Journals Asheim, B.and Gertler, M., 2005. The geography of innovation. The Oxford handbook of innovation. pp. 291-317.

Bitner, M. J. and et.al., 2008. Service blueprinting: a practical technique for service innovation.

California management review.50(3). pp.66.

Caroline, H., 2013. Strategic Adoption of Technological Innovations. IGI Global.

Demirkan, H. and et.al., 2009. Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications.7(4). pp. 356-376.

Engel, J.S., 2014. Global Clusters of Innovation: Entrepreneurial Engines of Economic Growth around the World. Edward Elgar Publishing.

Maglio, P. P. and Spohrer, J., 2008. Fundamentals of service science. Journal of the Academy of Marketing Science.36(1). pp.18-20.

Maglio, P. P. and et.al., 2006. Service systems, service scientists, SSME, and innovation. Communications of the ACM. 49(7). pp. 81-85.

Mytelka, L. and Farinelli, F., 2000. Local clusters, innovation systems and sustained competitiveness. Nota tĂŠcnica. 5. pp. 7-35.

Pal, N., and Pantaleo, D., 2005. The Agile Enterprise: Reinventing your Organization for Success in an On-Demand World. Springer Science & Business Media Palmisano, S. J., 2006. The globally integrated enterprise. FOREIGN AFFAIRS-NEW YORK. 85(3). pp. 127.

Pohle, G.and Chapman, M., 2006. IBM's global CEO report 2006: business model innovation matters. Strategy & Leadership. 34(5). pp.34-40.

Sia, S. K. and et.al., 2010. Global IT management: structuring for scale, responsiveness, and innovation. Communications of the ACM. 53(3). pp. 59-64.

Online Bowsher, A., 2013. Tesco consolidates global datacenters into UK shared services center.

[Online].

Available

Through

:<http://www.sharedserviceslink.com/news/tesco-

consolidates-global-datacentres-into-uk-shared-services-centre>. [Accessed on: 9 June 2015].

Cognizant report, 2014. The Shared Services Imperative: Evolve from Cost-Killer to ValueDriver.

[Online].

Available

Through

:<

http://www.cognizant.com/InsightsWhitepapers/The-Shared-Services-Imperative-Evolvefrom-Cost-Killer-to-Value-Driver.pdf>. [Accessed o: 9 June 2015].

E&Y,

2014.

The

new

case

for

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shared

services.

[Pdf].

Available

Through

:<

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ONLINE ASSIGNMENT HELP SERVICES UK

http://www.ey.com/Publication/vwLUAssets/EY-the-new-case-for-shared-services/ $FILE/EY-the-new-case-for-shared-services.pdf>. [Accessed on: 9 June 2015].

Ernst & Young, 2011. Shared Service Centers Enabling your business for success. [Pdf].

Available

Through

:<

http://emergingmarkets.ey.com/wp-

content/uploads/downloads/2012/08/Toward-Shared-Service-Centre-excellence_en.pdf>.

[Accessed on: 8 June 2015].

IBM Global Process Services, 2011. Todayâ&#x20AC;&#x2122;s shared services operating models: The engine behind

enterprise

transformation.

[Pdf].

Available

Through

:<

http://www.ciosummits.com/media/solution_spotlight/IBM_SharedServices_Whitepaper.

PDF>. [Accessed on: 10 June 2015].

IMA,

2000.

Implementing

Shared

Services

Centers.

[Pdf]. Available

Through

:<

http://www.imanet.org/docs/defaultsource/thought_leadership/transforming_the_finance_function/implementing_shared_ser vice_centers.pdf?sfvrsn=2>[Accessed on: 9 June 2015].

Saran, C., 2013. Tesco consolidates global datacenters into UK shared service. [Online].

Available

Through

:<http://www.computerweekly.com/news/2240209935/Tesco-

consolidates-global-datacentres-into-UK-shared-service>. [Accessed on: 9 June 2015].

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