An assessment of the effectiveness of IT shared services in RioTinto – A case of Murowa Diamonds

Abstract

This study sets out to investigate the effectiveness of Information Systems Shared services in RioTinto PLC with focus on a case of Murowa Diamonds. The study aims to establish benefits that Murowa Diamonds users of computer systems enjoyed due the establishment of the shared service as well as establish any problems that were a direct result of the implementation of the service.

Relevant literature on Shared services was extensively reviewed in order to identify gaps in the body of knowledge thereby establishing justification of this study.

Data was collected , analysed and results presented and interpreted. Questionnaires were used for data collection and these were administered electronically.

While Shared services arrangement are designed to deliver cost servings and efficiency, it was established that in the case of Murowa Diamonds, IS&T Shared services arrangement had not produced the desired results so far. More work needs to be done to improve service as well as meet customer expectations and confidence.

Recommendations were made which among other things included revisiting the Service level agreement to come up with achievable deliverables which are acceptable to the users. Restructuring of the service arrangement was also recommended to make better use of local IS&T staff.