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


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


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


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. Todays 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)


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.
THIS IS A SAMPLE CASE STUDY

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Differentiate between local and global shared service centers

According to Maglio, Srinivasan, Kreulen and Spohrer (2006) on the basis of the
structure, governance, challenges, ROI objective, location and metrics, local and global business
unit differentiate can be described effectively. At local or regional level, business unit controls
over various activities such as headcount and budget etc. In addition, each function operated
separately due to this sometime challenge is raised in implementing strategies like fragmentation
and inefficiency. The motto of developing local business unit is to reduce cost. While on the
other hand, global business service centers unit handled by leaders and they perform various
activities including cross-functional, common activates, budget and other activities operated
globally on an end-to-end basis (Maglio, Srinivasan, Kreulen and Spohrer, 2006). Apart from
this, top down executive sponsorship and end-to-end process optimization service excellence are
required in order to take several benefits such as better use of technology, improved data
integration& visibility and extension of innovation across cross-functional and global services to
enable better decision making at the workplace etc. Major difference between local, regional,
central and global shared service centers can be explored with help of below figure.


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.


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.


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.


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

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


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 knowledge-
based 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

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

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.


Figure 7: Role of technology and innovation
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


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 employees 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

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 employees 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 Improve service quality
Implementation of
business Demand and supply management
new technologies in


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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Time and cost are the major limitations of the current study and due to limited time
period, investigator is conducted study on the basis of secondary data collections and thematic
test has been applied to test the result. But present limitations of the current study can be
overcome through conducting primary data collection method and data collet from the
employees of companies which were using services of GSSC. Data collected from employees
will be helpful for investigator in terms of identifying the reasons motivated companies to
establish Global Shared Service Centers (IMA, 2000). Besides that, current study conducted by
researcher would be beneficial for organizations in order to bring innovation and technology at
the workplace to meet expectations of the customers in a proper manner.


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?


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 Design Data collection Data analysis
Interpretivism Inductive Exploratory

Secondary Thematic
Outcome produced
Figure 8: Flow chart on research methodology
Research philosophy:


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 employees 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

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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Data analysis
For analysis the data, qualitative and quantitative data analysis techniques can be used. In
order to analyse the quantitative nature data, investigator can use various tools like SPSS, SAS
and R programming etc. In this approach, hypothesis has been developed and provided with help
of statistical test. On the other hand, for analysis of qualitative or secondary nature data,
researcher can use thematic method. In this method, different themes will be prepared to attain
aim and objectives of the study within stipulated time. As per the current case scenario,
secondary data collection approach will be used so that thematic method will be more beneficial

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

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.


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 10 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


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


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 innova-
tion. 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 re-
search and practice for the coming decade. Electronic Commerce Research and Applica-
tions.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. Com-
munications of the ACM. 49(7). pp. 81-85.
Mytelka, L. and Farinelli, F., 2000. Local clusters, innovation systems and sustained competitive-
ness. Nota tcnica. 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 in-
novation. 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-
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Technology and Innovation in Global Shared Service Centers

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Technology and Innovation in Global Shared Service Centers

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Technology and Innovation in Global

Shared Service Centers

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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

Impact of technology and innovation in shared centers..............................................................7

RESEARCH AIM, OBJECTIVES AND RESEARCH QUESTIONS..........................................11

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Validity and reliability...............................................................................................................14

Appropriateness of triangulation to present research................................................................15

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Figure 1: Development of Globally integrated business services

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Differentiate between local and global shared service centers

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Figure 5: Benefits of GSSC

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Figure 6: Conceptual shared services framework

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Different types of technologies including Datacenter, Mobility, Wireless, SP Video,

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Philosophy Approach Design Data collection Data analysis

Interpretivism Inductive Exploratory

Figure 8: Flow chart on research methodology

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Validity and reliability

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