Open AccessPROCESS MANAGEMENT IN LOCAL GOVERNMENT SHARED SERVICES CENTRES – FROM AN INVENTORY OF SHARED SERVICE PROCESSES TO SLA DESIGNING
Author(s) -
Paweł Modrzyński,
Robert Karaszewski,
Alicja Reuben
Publication year - 2018
Publication title -
acta scientiarum polonorum - oeconomia
Language(s) - English
Resource type - Journals
eISSN - 2450-047X
pISSN - 1644-0757
DOI - 10.22630/aspe.2018.17.3.38
Subject(s) - process management , process (computing) , government (linguistics) , business , service (business) , service level , service level agreement , service delivery framework , operations management , knowledge management , computer science , quality of service , marketing , engineering , telecommunications , operating system , philosophy , linguistics
The efficiency and quality of performed tasks constitute one of the indicators of functioning of an organisation in both the public and private sector. The article presents the experience of the Shared Services Centre (SSC) in Toruń in the managing processes conducted as a part of provided shared service. The management of the processes which are presented by the authors of the article includes inventories of taken-over processes, their standardisation, optimisation and the principles of constructing service level agreements (SLAs) concluded by the SSC with the served units.
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