Resumo

RAMPHAL, RR. A quality framework for services in shared services environments. JCMAN [online]. 2011, vol.8, n.1, pp.223-238. ISSN 1815-7440.

Dissatisfaction with the quality of shared services remains a problem for the customers who use them. One of the reasons for this is the absence of quality frameworks and models appropriate for shared service environments. This article reports on the research conducted to develop a framework. Two separate questionnaires were used to gather the required data for the development of the model. The respondents of the first questionnaire were various business unit managers (n=60). These managers evaluated the importance of the six quality factors identified from a literature review and a focus group discussion. The respondents of the second questionnaire were the most senior shared services executives of the organisation (n=10). These respondents were required to evaluate the significance of key organisational requirements for shared services environments. These requirements were gathered from a literature review on quality. Reliability analysis was used to examine the relevance of the factors. The results indicated six quality factors and eight key organisational variables suitable for shared services environments. The extended service quality model was used as a basis for the framework. It is recommended that this framework be put to a test and that the results be validated and developed into a model.

Palavras-chave : shared services; quality; quality framework; quality factors; reliability analyses; service provision; contact centres; shared service employees; service level agreements; shared service products.

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