Shared service centers: Factors of success or failure. Its implementation in business groups [Centros de servicios compartidos: Factores de éxito o fracaso. Su implementación en grupos empresariales]

Abstract

The creation of shared service centers (SSC) in organizations has been an initiative to counter both the duplication of functions and redundant hierarchies in created or merged companies. This research analyzes the reasons for success or failure in the adoption of SSCs, and aims to discover how such factors influence management in business groups, enterprises productivity levels and competitiveness. This article stems from exploratory and descriptive research that consulted direct sources, allowing the authors to understand the conceptions of leaders and managers of SSC; these conceptions helped validate the factors that lead to failure and success in adopting a model of Shared Services. Findings derived from this research according to both fieldwork with SSC leaders and referenced authors indicate that business alignment, information technology skills, effective change management, effective communication, processes standardization, etc. are the keys to success and should be utilized carefully. On the other hand, mismanagement regarding downsizing, poor acceptance of initial investment, lack of team coordination, poor governance and unawareness of services are key factors that make enterprises vulnerable to failure.