Cost and quality effects of shared services
This chapter analyzes the two most relevant dependent variables in the survey, the realized cost and quality effects due to the implementation of shared services.
Respondents were asked to quantify the cost and quality changes compared to the pre-SSC baseline. Section 5.3.1 described the difficulty public sector organizations have in assessing precisely their back-office costs before the SSC was established. In order to alleviate this problem, respondents were provided with intervals of cost and quality changes and asked to select the one that best describes their situation.
KeywordsCost Saving Cost Effect Quality Effect Shared Service Public Sector Organization
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