Communications of the IIMA


Shared services have widely spread in the government and private sectors as an alternative to outsourcing. Unlike outsourcing, shared service is the standardization and consolidation of common functions across the multiple organizations to reduce operational cost and to increase information and knowledge sharing. One critical aspect to successful shared services is to maintain specified service levels and response times for each individual organization. This paper presents a technique for performance analysis for shared services, and demonstrates the usefulness of this technique in implementing shared services.