O PAPEL DOS PROPRIETÁRIOS DE PROCESSOS EM CENTROS DE SERVIÇOS COMPARTILHADOS

• Autor(a) principal: Alves, Marcelo Martins
• Data de Publicação: 2009
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Repositório Institucional da Universidade Federal Fluminense (RIUFF)
• Texto Completo: https://app.uff.br/riuff/handle/1/18482
• topic: SERVIÇOS COMPARTILHADOS; SHARED SERVICES; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO

The shared services model has appeared as an alternative to businesses processes management improvements of the major companies, by means of performance enhancements of support processes. To achieve its goals, the shared services centers have to define and to assure the understanding of process owner s responsibilities in a way to enable the execution of process management. This study investigates the process owner s role by a conceptual basis construction, complemented by a field survey in a major company shared service center. The perceptions of the high administration members, process owners and the main managers about the responsibilities and the effective execution of the process management tasks were analyzed. The results confirm that the researched company has individuals who are in charge of the whole process management. But it also shows that the company has to communicate better the process owner s role and has to eliminate the barriers that still affect the process owner s effectiveness. These gaps make it difficult to manage the potential knowledge created by its support process management.