A shared service delivery model benefits employees immensely. First, they will work in an environment where there are standardized systems, processes, and reporting thus reduce confusion and give one a clear outline of how one’s activities lead to the achievement of goals(Daly, Hartley & Neubauer, 2016). Secondly, the employees feel being part of the organization as the model works best with a horizontal organizations structure (Reilly & Williams, 2017). The management benefits from the cutting of cost as individuals with overlapping roles and those whose responsibilities can be absorbed exit the firm. Such was the case in the bank where I work as some of the staff at the customer care desk were shifted to the sales and marketing department while others lost their jobs.
Challenges to Staff and Management
The model places a strain on the management as the cuts result in a few members of the organization to monitor, evaluate, and guide the whole organization. As for the employees, the challenge comes with having to deal with managers from various departments or levels of management, each with their unique approaches, which may be strenuous (Manz et al., 2015). For instance, the consolidation of the HR, IT, and Finance departments is a shared service delivery system led to a situation where we had deadlines to beat in all the three areas. The case led to undue pressure which ultimately affected the quality of our outcomes.
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Input of Technology
Technology is instrumental in enhancing service delivery, especially in a shared system by instilling efficiency in operations. For instance, using proper information management system and big data, the organization will streamline its department guidelines, issue instructions in the right format to various workers, communicate quickly, and ensure the privacy of data (Reilly & Williams, 2017). It follows that technology will be the instrument appropriate enough to alleviate all the challenges concerning a shared system. The management and the employees will get easy ways of organizing their work and schedules as well as communicate with each other.
Response to Friends Post
The posts were instrumental in helping me get a clear picture of how a shared service delivery could be applied in an organization. For instance, the first post highlighted how two people had the same job description, Resident Account Coordinators. One had to leave since the other could manage all the work. The second post highlighted how cuts in operations overstretched the workers leading to poor quality of service and consequently customer dissatisfaction.
References
Daly, J. L., Hartley, R. E., & Neubauer, B. J. (2016). Toward a shared services model for the delivery of public affairs education. Journal of Public Affairs Education , 22 (4), 449-466.
Manz, C. C., Skaggs, B. C., Pearce, C. L., & Wassenaar, C. L. (2015). Serving one another: are shared and self ‐ leadership the keys to service sustainability?. Journal of Organizational Behavior , 36 (4), 607-612.
Reilly, P., & Williams, T. (2017). How to get best value from HR: The shared services option . London: Routledge.
