challenges of a shared service delivery model and employee resistance to new self-service technology

In response to your peers, provide feedback about their initial post and offer strategies for overcoming the challenges of a shared service delivery model and employee resistance to new self-service technology.

Provide examples and supporting evidence.

Running head: SERVICE DELIVERY 1

A shared service model is a way for companies to simplify the various services provided to
employees (HR Enwisen, 2012). Essentially, it is a portal that employees and management
can refer to that gives consistent answers to questions, standardized information, and self-
service resources for employees and management (HR Enwisen, 2012). This has many
benefits over non shared services. For one, there is one place to go to for certain information
and needs (HR Enwisen, 2012). Previously, an employee may have had to go hunting for
specific HR related questions and answers, and there could have been multiple sources of
information or authorities giving information (HR Enwisen, 2012). This could lead to
employees getting inconsistent or conflicting information. Shared services saves time and
effort, since employees/management have one reliable source to go to for their HR needs, and
do not have to waste time hunting down someone in HR or someone with answers (HR
Enwisen, 2012). It also allows the company to be more flexible with changing times, and be
profitable (Hyseni, F., 2017).  Instead of paying hundreds of workers to answer questions and
accomplish small tasks, an electronic portal can be set up for employees to help themselves as
needed. This frees up company resources for more important tasks.
The challenges associated with a shared service model are varied. Some questions and
information are not transferable to a web page, and are specific enough where a live person
with HR knowledge would have to help with a problem. The costs associated with creating a
shared service model can be tremendous, and can actually cost the company money if not
constructed correctly. Sometimes a shared service model is not the best choice for very large
companies (Hyseni, F., 2017). The needs of the organization can be too varied in order for a
centralized initiative to be effective. Some employees may also be used to a decentralized
model, and may find the prospect of change to be daunting, and may not understand the new
model Hyseni, F. (2017). This may cause resistance to centralization. A new shared services
system may also take a while to get up an running, so properly transitioning from a
decentralized to a centralized model must be properly done so that you get compliance from
employees.
New technology can be a blessing; if it is implemented with enough forethought and planning.
Generally speaking, if a new technological system is implemented and has been tested
thoroughly, it can save money, increase efficiency, and decrease employee frustration. In can
increase efficiency by decreasing the time employees spend looking for services or answers,
and decrease the time management spends helping their subordinates with these issues. It can
speed up service delivery, since the process for completing tasks is simplified. If there is one
centralized unit, this means less bureaucracy.

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