Abstract: The Shared Services model, which include centralized service areas such as finance, human resources services and information technology services, has become more popular in recent years. This is more so particularly for Malaysia, which has position this as an area of growth for its economy, especially as it is a centrally poised within the region with good infrastructure and government support. It also has a digitalization journey with the establishment of Malaysia Digital Economy Corporation) which has Shared Services Centre’s (SSC) set-up across the countries being called as the Multimedia Super Corridor Centre (MSC) locations.
With the SSCs, one of the primary issues and challenges being face in Malaysia is the element of knowledge. As such, Knowledge Management becomes the key in supporting the daily operations of the Shared Services Centre’s in Malaysia, which is worth to take a study of the Knowledge Management element for this research.
With that, this research will study how Knowledge Management manifests itself in the Shared Services Centre’s in Malaysia and how it will assist in providing a knowledge base for future organizations, which are looking at such set-up. It is also worth to study the Project Management perspective of the Knowledge Management for the establishment of the Shared Services Centre’s in Malaysia and how will IT systems such as ERP will assist to boost that implementation. This is particularly so for the Financial Services Industry (FSI) whereby there are some level of knowledge base being established. However, one caution will be not to overload the amount of data information, which will become too overly. The importance will be to have sufficient amount of data and information, which will be helpful for such set-up.
The focus of this research will be to take a look at few FSI in Malaysia to ascertain the level of knowledge management processes, issues and challenges which they are facing, in order to come up with some reference points which will be useful for future organizations which are interested of venturing into such SSC set-up in Malaysia.
The outcome of this research will then be used as valuable knowledge base resources to potential Shared Services Organizations intending to set-up their operations in Malaysia by leveraging on the Knowledge Management information available in this research.
Keywords: Shared Services Centre’s, Knowledge Management, and Financial Services Industry in Malaysia.
Title: Knowledge Management in Finance Shared Services Organizations in Malaysia
Author: Choong Yee, Leong (Peter)
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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