OS IMPACTOS DA TERCEIRIZAÇÃO NAS COMPETÊNCIAS ESSENCIAIS DE UMA ORGANIZAÇÃO DE TECNOLOGIA DA INFORMAÇÃO

• Autor(a) principal: Steele, Georgia de Araujo
• Data de Publicação: 2008
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da UNIFACS
• Texto Completo: http://teste.tede.unifacs.br:8080/tede/handle/tede/110
• topic: Terceirização; Competências essenciais; Conhecimento Organizacional; Tecnologia da informação; Outsourcing; Essential competencies; Organizational knowledge; Information technology; CNPQ::CIENCIAS HUMANAS::EDUCACAO::ADMINISTRACAO EDUCACIONAL::ADMINISTRACAO DE SISTEMAS EDUCACIONAIS

This paper discusses outsourcing of essential areas in the IT sector, considering the possibility of a knowledge-intensive organization losing an important part of its competency and sustaining losses in its competitive advantage. In this context, the aim here is to analyze the implications and impact of outsourcing IT services of IT service organizations on the maintenance of their essential competencies. This general objective unfolds into the specific objectives of characterizing IT management and the form of outsourcing in the management of their processes and the delivery of their services; understanding the mechanisms of creation and maintenance of organizational competencies and/or knowledge and how they are employed to conduct the business; and analyzing whether outsourcing affects the essential competencies of IT organizations. Within these objectives, starting from a bibliographic research, the concepts of outsourcing of business organizations, essential competencies and management of information technology are developed. In this theoretical approach to the theme, categories of analysis are defined, as is the model of analysis based upon which this empirical study is carried out. In addition, a case study is made which privileges analytical understanding, underpinned by observation, documental research and interviews with thirtynine people from the sphere of management, including coordinators, managers and directors of the IT area of the company selected for this case study Brasil Telecom S/A, who use outsourcing extensively in the delivery of their services. The findings allowed for a mapping of the impacts sustained by the company, crosschecking types of outsourced activities with critical applications of the IT area of Brasil Telecom, and the discovery that the adopted management model has negative repercussions on the knowledge management of this organization, contributing to the loss of internal capacitation and of specialists, loss of organizational knowledge, increased rate of turnover, and the delivery of services inconsistent with prices, due dates, quality and quantity. These findings lead to the conclusion that the outsourcing of activities connected to the essential competencies of this organization is compromising the retention of knowledge at the company s borders.