Abstract
Forward-looking companies like Google and Baidu have started to complement their efficiency targets with effectiveness goals such as new or better insights. Based on findings from two reference companies, this article ranks a list of initial analytical business services that combine data across different shared service-center domains. Clustered by the beneficiary functions, that are Human Resources, Supply Chain Management, and Sales, we detail three out of twenty-two initially developed analytical business services and highlight how shared service centers can add value through these activities. Based on discussions with functional experts and practitioners about this finding, we conclude that analytical business services should be an essential lever towards new business models for shared service centers.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Baker, S., Bloom, N., Davis, S., Terry, S.: COVID-induced economic uncertainty (2020). Accessed 03 May 2021
Fries, A., Noldus, S.: Shared services trends 2020. Control. Manage. Rev. 60(3), 46–53 (2016). https://doi.org/10.1007/s12176-016-0083-y
Fielt, E., Bandara, W., Miskon, S., Gable, G.: Exploring shared services from an IS perspective: a literature review and research agenda. Commun. Assoc. Inf. Syst. 31(1), 1–39 (2014)
SSON: SSON State of the Global Shared Services Industry Report 2020 (2020). https://www.ssonetwork.com/global-business-services/reports/sson-state-of-the-global-shared-services-industry-report-2020. Accessed 03 May 2021
Naous, D., Schwarz, J., Legner, C.: Analytics as a service: cloud computing and the Transformation of business analytics business models and ecosystems. In: ECIS 2017 Proceedings, vol. 25, pp. 487–501 (2017)
PWC: Shared Services - Digitalise Your Services (2019). https://www.pwc.de/de/prozessoptimierung/pwc-studie-shared-services.pdf. Accessed 03 May 2021
Deloitte: 2019 Global Shared Services Survey Report (2019). https://www2.deloitte.com/content/dam/Deloitte/us/Documents/process-and-operations/2019-global-shared-services-survey-results.pdf. Accessed 03 May 2021
Lacity, Mary, Fox, Jim: Creating global shared services: sourcing lessons from reuters. In: The Practice of Outsourcing, pp. 467–487. Palgrave Macmillan UK, London (2009). https://doi.org/10.1057/9780230240841_16
European Union: Opinion 03/2013 on purpose limitation (2013). https://ec.europa.eu/info/law/law-topic/data-protection/reform/rules-business-and-organisations/principles-gdpr/purpose-data-processing/can-data-be-processed-any-purpose_en
Olsen, T., Welke, R.: Managerial challenges to realizing IT shared services in a public university. TG 13(1), 76–92 (2019)
Simon, H.A.: The Science of the Artificial, 3rd edn. MIT Press, Cambridge, Mass (1996)
Walls, J.G., Widmeyer, G.R., El Sawy, O.A.: Building an information system design theory for vigilant EIS. Inf. Syst. Res. 3(1), 36–59 (1992)
Hevner, A.R., March, S.T., Park, J., Ram, S.: Design science in information systems research. MIS Q. 28(1), 75–105 (2004)
vom Brocke, J., Winter, R., Hevner, A., Maedche, A.: Accumulation and evolution of design knowledge in design science research - a journey through time and space. J. Assoc. Inf. Syst. 21(3), 520–544 (2020)
Gregor, S., Hevner, A.R.: Positioning and presenting design science research for maximum impact. MIS Q. 37(2), 337–355 (2013)
Peffers, K., Tuunanen, T., Rothenberger, M.A., Chatterjee, S.: A design science research methodology for information systems research. J. Manag. Inf. Syst. 24(3), 45–77 (2007)
Blinded for review (2022a)
Webster, J., Watson, R.T.: Analyzing the past to prepare for the future: writing a literature review. MIS Q. 26(2), xiii–xxiii (2002)
Vom Brocke, J., Simons, A., Niehaves, B., Riemer, K., Plattfaut, R., Cleven, A.: Reconstructing the giant: on the importance of rigor in documenting the literature search process. In: Newell, S, Whitley, E.A., Pouloudi, N. Wareham, J., Mathiassen, L (eds.) Proceedings of the 17th European Conference on Information Systems (ECIS 2009)
Vom Brocke, J., Simons, A., Niehaves, B., Riemer, K., Plattfaut, R., Cleven, A.: Standing on the shoulders of giants: challenges and recommendations of literature search in information systems research. Commun. Assoc. Inf. Syst. 37(1), 205–224 (2015)
Rowley, J., Slack, F.: Conducting a literature review. Manag. Res. News 27(6), 31–39 (2004)
Mergel, I., Edelmann, N., Haug, N.: Defining digital transformation: results from expert interviews. Gov. Inf. Q. 36(4), 1–16 (2019)
Mayer, J.H., Esswein, M., Razaqi, T., Quick, R.: Zero-quartile benchmarking – a forward-looking prioritization of digital technologies for a company’s transformation. In: ICIS 2018, pp. 1–17 (2018)
Schulz, V., Hochstein, A., Uebernickel, F., Brenner, W.: A classification of shared service centers: insights from the IT services industry. In: PACIS 2009 Proceedings, pp. 1–13 (2009)
Richter, P.C., Brühl, R.: Shared service center research: A review of the past, present, and future. Eur. Manag. J. 35(1), 1–13 (2017)
Lacity, M.C., Khan, S.A., Yan, A.: Review of the empirical business services sourcing literature: an update and future directions. J. Inf. Technol. 31(3), 269–328 (2016)
Sako, M.: Outsourcing versus shared services. Commun. ACM 53(7), 27–29 (2010)
Lehrer, C., Wieneke, A., vom Brocke, J., Jung, R., Seidel, S.: How big data analytics enables service innovation: materiality, affordance, and the individualization of service. J. Manag. Inf. Syst. 35(2), 424–460 (2018)
Richter, P.C., Brühl, R.: Ahead of the game: Antecedents for the success of shared service centers. Eur. Manag. J. 38(3), 1–12 (2020)
Iansiti, M., Lakhani, K.R.: Digital ubiquity: how connections, sensors, and data are revolutionizing business. Harv. Bus. Rev. 92(11), 90–99 (2014)
EY: How can Global Business Services drive value across continents? (2019). https://www.ey.com/en_gl/consulting/how-global-business-services-can-drive-value-across-continents. Accessed 03 May 2021
Accenture: From Bottom Line to Front Line (2018). https://www.accenture.com/_acnmedia/pdf-85/accenture-cfo-research-global.pdf. Accessed 11 Jan 2021
Plaschke, F., Seth, I., Whiteman, R.: Bots, algorithms, and the future of the finance function. McKinsey on Finance (65), 18–23 (2018)
The Hackett Group: The CFO Agenda: Finances Four Imperatives to Accelerate Business Value (2018). https://www.thehackettgroup.com/key-issues-fin-1801-thankyou/. Accessed 11 Jan 2021
Genpact: From robotic process automation to intelligent automation. Six best practices to delivering value throughout the automation journey (2018). https://www.genpact.com/downloadable-content/insight/the-evolution-from-robotic-process-automation-to-intelligent-automation.pdf. Accessed 11 Jan 2021
Cokins, G.: Enterprise performance management (EPM) and the digital revolution. Perf. Improv. 56(4), 14–19 (2017)
Yaqoob, I., et al.: Big data: from beginning to future. Int. J. Inf. Manage. 36(6), 1231–1247 (2016)
Lucas, S.: The benefits of the SAP digital enterprise platform (2016). https://blogs.saphana.com/2016/02/03/the-benefits-of-the-sap-digital-enterprise-platform/. Accessed 11 Jan 2021
Sia, S.K., Soh, C., Weill, P.: IT governance in global enterprises: managing in Asia. In: Proceedings of the ICIS 2008, pp. 1–10 (2008)
Fischer, T.M., et al.: Business analytics in shared service organisationen. In: Fischer, Thomas M., Lueg, Kai-Eberhard. (eds.) Erfolgreiche Digitale Transformation von Shared Services. Z, vol. 74/20, pp. 147–187. Springer, Wiesbaden (2020). https://doi.org/10.1007/978-3-658-30484-3_5
Garvin, D.A.: What every CEO should know about creating new businesses. Harv. Bus. Rev. 82(7/8), 18–21 (2004)
Holsapple, C., Lee-Post, A., Pakath, R.: A unified foundation for business analytics. Decis. Support Syst. 64, 130–141 (2014)
Grover, V., Chiang, R.H., Liang, T.-P., Zhang, D.: Creating strategic business value from big data analytics: a research framework. J. Manag. Inf. Syst. 35(2), 388–423 (2018)
Demetriou, D.: Case study. In: The Development of an Integrated Planning and Decision Support System (IPDSS) for Land Consolidation. ST, pp. 133–143. Springer, Cham (2014). https://doi.org/10.1007/978-3-319-02347-2_6
Benbasat, I., Goldstein, D.K., Mead, M.: The case research strategy in studies of information systems. MIS Q. 11(3), 369–385 (1987)
Myers, M.D.: Qualitative research in information systems. MIS Q. 21(2), 241 (1997)
Dul, J., Hak, T.: Case Study Methodology in Business Research. Butterworth-Heinemann, Amsterdam (2007)
Yin, R.K.: The case study crisis: some answers. Adm. Sci. Q. 26(1), 58–65 (1981)
Gustafsson, J.: Single case studies vs. multiple case studies: a comparative study (2017)
Eisenhardt, K.M.: Building theories from case study research. AMR 14(4), 532–550 (1989)
Elo, S., Kyngäs, H.: The qualitative content analysis process. J. Adv. Nurs. 62(1), 107–115 (2008)
Mayring, P.: Qualitative content analysis: demarcation, varieties. Dev. Forum: Qual. Soc. Res. 20(3), 1–14 (2019)
Venable, J., Pries-Heje, J., Baskerville, R.: FEDS: a framework for evaluation in design science research. Eur. J. Inf. Syst. 25(1), 77–89 (2016)
Kvale, S.: Interviews: An Introduction to Qualitative Research Interviewing. SAGE Publications, London (1996)
Qu, S.Q., Dumay, J.: The qualitative research interview. Qual. Res. Account. Manag. 8(3), 238–264 (2011)
Carter, N., Bryant-Lukosius, D., DiCenso, A., Blythe, J., Neville, A.J.: The use of triangulation in qualitative research. Oncol. Nurs. Forum 41(5), 545–547 (2014)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG
About this paper
Cite this paper
Mayer, J.H., Siegmund, M., Esswein, M., Quick, R., Keweloh, D. (2023). Towards Analytical Business Services as a New Business Model for Shared Service Centers. In: Papadaki, M., Rupino da Cunha, P., Themistocleous, M., Christodoulou, K. (eds) Information Systems. EMCIS 2022. Lecture Notes in Business Information Processing, vol 464. Springer, Cham. https://doi.org/10.1007/978-3-031-30694-5_41
Download citation
DOI: https://doi.org/10.1007/978-3-031-30694-5_41
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-031-30693-8
Online ISBN: 978-3-031-30694-5
eBook Packages: Computer ScienceComputer Science (R0)