Reasons for the success and advantages of the HR Shared Services Model : a case study of Company X
Pohl, Monika (2016)
Pohl, Monika
Laurea-ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016120318934
https://urn.fi/URN:NBN:fi:amk-2016120318934
Tiivistelmä
The purpose of this thesis project was to determine the factors leading to success or failure, and the advantages and disadvantages of a Human Resource Shared Service as perceived by the HR personal within the case company. The case company needs this information in order to develop and grow their own Human Resource Shared Service correctly.
The theoretical section of the thesis report discusses what a shared service is and what the developments were that led Human Resources to use this model. This part also describes the findings in literature concerning the research objectives, in particular the advantages, disadvantages and factors of success. Advantages include increased customer satisfaction, clear contact points and standardization. Disadvantages described in literature include issues with accountability, missing of local knowledge and change in service level. The factors leading to success found included management, employees and change management. The findings are used in the thesis to verify the research results. There was no existing literature describing factors leading to failure found.
The research was conducted within the case company by interviewing a chosen group of HR professionals with previous experience with Shared Services. The interview type was semi-structured since this gives the opportunity to ask follow-up questions when needed. The number of interviews was kept small due to the scope of the research.
The results showed that the advantages of an HRSS (Human resource Shared Service) are increased efficiency, clear contact points and the service level. Several disadvantages were found during the research, which included a change in service level, cultural changes both inside and outside of HR and the reassigning of tasks. The main success factors found were to be good management and the HR information system. Leaving the old structures in place was seen as the main factors to cause failure.
The theoretical section of the thesis report discusses what a shared service is and what the developments were that led Human Resources to use this model. This part also describes the findings in literature concerning the research objectives, in particular the advantages, disadvantages and factors of success. Advantages include increased customer satisfaction, clear contact points and standardization. Disadvantages described in literature include issues with accountability, missing of local knowledge and change in service level. The factors leading to success found included management, employees and change management. The findings are used in the thesis to verify the research results. There was no existing literature describing factors leading to failure found.
The research was conducted within the case company by interviewing a chosen group of HR professionals with previous experience with Shared Services. The interview type was semi-structured since this gives the opportunity to ask follow-up questions when needed. The number of interviews was kept small due to the scope of the research.
The results showed that the advantages of an HRSS (Human resource Shared Service) are increased efficiency, clear contact points and the service level. Several disadvantages were found during the research, which included a change in service level, cultural changes both inside and outside of HR and the reassigning of tasks. The main success factors found were to be good management and the HR information system. Leaving the old structures in place was seen as the main factors to cause failure.