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Kieć Monika (Jagiellonian University)
Fit-gap Analysis as Introduction Step to Business Process Standardization
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska, 2021, z. 153, s. 193-212, bibliogr. 15 poz.
Issue title
Contemporary Management
Standaryzacja, Procesy biznesowe, Centra usług, Usługi finansowe, Zarządzanie przez jakość
Standardization, Business processes, Shared services, Financial services, Total Quality Management (TQM)
Purpose: The purpose of this study is to identify: (1) business process fits and gaps, (2) gaps allocation to process towers and categories, (3) IT related gaps, (4) IT tools requiring improvement, (4) placement of the IT related gaps on Heat-Map, (5) compliance related gaps. Design/methodology/approach: The fit-gap approach was to identify a differences between the referential Finance Operational Model, and "as is" processes. Fit-gaps were identified with application of workshops and brainstorming discussions in exemplary finance shared service center, delivering service to 36 independent entities located in 11 EMEA countries. Data collection plan was built based on Finance Operational Model taxonomy and service catalogue. Findings: Findings of the study are: during this study 4999 fits & gaps were found: (1) 36.2% of activities fully fit to the referential model, (2) 28.8% activities require adjustment of 'process placement', and transition from one location to another, (3) 19.5% of gaps are allocated to IT category, where smaller (7.9%) or bigger (11.6%) adjustments of IT infrastructure need to be planned, (4) 15.6% of activities require changes in the way of working. 27.5% of identified gaps impact compliance. Research limitations/implications: Due to project time frame limitations, the finance processes were reviewed and drill down to the level of single process, not single activity. Originality/value: The value of this study is presentation of the business areas, which needs to be adjusted to meet requirements of the finance referential model on the organization's way to process standardization.(original abstract)
Full text
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