Case Study on the Process and Evaluation of Shared Service Center Implementation in State-Owned Enterprises

Abstract

This study aims to determine how the Shared Service Center (SSC) implementation process works, from the initial formation process to the evaluation of its application in one of Indonesia's state-owned enterprises (BUMN). This study uses a descriptive qualitative approach with a case study method. Data were collected through observation and in-depth interviews with three informants consisting of employees and senior managers in the accounting department who were directly involved in the implementation of the SSC. The results of the study indicate that the implementation of the SSC has not had a significant impact in the short term on work effectiveness. Stakeholders stated that SSC is a long-term strategic program, and the tangible results of efficiency and performance improvements will only be seen in the next few years. However, on the other hand, challenges were also found in the early stages of adaptation, such as an increase in temporary workload and resistance to change.