Aspectos da implementação de um modelo de gestão integrado na unidade de serviços compartilhados da Petróleo Brasileiros S.A. PETROBRAS sob a ótica dos clientes

• Autor(a) principal: Oliveira, Alice Fernandes de
• Data de Publicação: 2010
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Institucional da Universidade Federal Fluminense (RIUFF)
• Texto Completo: https://app.uff.br/riuff/handle/1/18943
• topic: Serviços Compartilhados; Satisfação de Clientes; Qualidade; Modelo de Gestão; Shared Services; costumer satisfaction; quality; management system; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO

The present study approaches the conception of a Shared Service unit in PETROBRAS, a Brazilian Oil Company, especially focusing the implementation of the quality management system. The main objective of the present study is to investigate if the quality management system and the service level, according to the client perception, are positively connected. Cost reduction is one of the most common reasons to create a Shared Service unit, along with the possibility to improve quality by means of standardization and allowing the other units to focus on their core business. The literature is very poor on the effects of a Shared Service unit creation on customer satisfaction levels. The present study is based on the results of the annual Costumer Satisfaction Research ranging from 2005 to 2008, which was the period of implementation of the PETROBRAS‟ Shared Service unit and its integrated management system (certified on ISO 9001 by 2008). Previous annual Costumer Satisfaction Researches are not a reliable source of data on the subject. Notwithstanding, for each annual Costumer Satisfaction Research data collected from 2005 to 2008 two levels of perceptions were considered: top and middle management. The top management group researched data pointed to an increase in their satisfaction with service level after the creation of the Shared Services unit. On the other hand, the middle management group data had just a small increase in costumer satisfaction apparently because of the daily stress of the company operations along with the impossibility of attending the expectations of immediate results the implementation of an integrated management system, notably cost reductions, health, safety and environment care, reports and proactivity. The relationship between the managers, both top and middle groups, and the Share Service shows improvements in the Costumer Satisfaction Research. Although the quality management system implementation in PETROBRAS Shared Service has improved customer satisfaction in general, there is still a gap concerning customer expectations. The present study recommends upgrades in the managerial information system towards customers, team trainings and cost management in order to improve value creation to the customers. It also recommends adjusts in the Costumer Satisfaction Research methodology so as it can better grasp the impacts of the quality management system in the customer satisfaction