Sharing Knowledge in a Shared Services Center Context: An Explanatory Case Study of the Dialectics of Formal and Informal Practices
Vieru, Dargos; Arduin, Pierre-Emmanuel (2016), Sharing Knowledge in a Shared Services Center Context: An Explanatory Case Study of the Dialectics of Formal and Informal Practices, in Kotlarsky, Julia; Oshri, Ilan; Willcocks, Leslie P., Shared Services and Outsourcing: A Contemporary Outlook 10th Global Sourcing Workshop 2016, Val d'Isère, France, February 16-19, 2016, Revised Selected Papers, Springer : Berlin Heidelberg, p. 19-39. 10.1007/978-3-319-47009-2_2
TypeCommunication / Conférence
Conference title10th Global Sourcing Workshop 2016
Conference cityVal d'Isère
Book titleShared Services and Outsourcing: A Contemporary Outlook 10th Global Sourcing Workshop 2016, Val d'Isère, France, February 16-19, 2016, Revised Selected Papers
Book authorKotlarsky, Julia; Oshri, Ilan; Willcocks, Leslie P.
MetadataShow full item record
Dauphine Recherches en Management [DRM]
Abstract (EN)This study focuses on how knowledge sharing across boundaries of merging entities during an information system (IS) implementation project in a shared services center (SSC) context affects the resulting system functionality. Although the literature stresses the growing adoption of the SSC as an outsourcing model, there is a lack of studies that examine shared services as a dynamic process of knowledge sharing across the organizational boundaries. We draw on a sociomaterial practice perspective and on the theory of workarounds to analyze an IS implementation project in a healthcare organization resulting from a merger of previously independent hospitals. The results suggest that new technology can be enacted in different ways as it links up with practices of different communities of users. We propose a multilevel process model that indicates at the end of the project a resulting mix of formal and informal (workarounds) practices that emerged from a dialectic process of resistance to, and negotiation of, the IS configuration during its implementation.
Subjects / KeywordsShared services center; Knowledge sharing; Sociomaterial practice perspective; Workarounds; Performativity; Sociomaterial assemblages
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