Centro de serviços compartilhados e desempenho operacional: uma análise baseada em recursos e capacidades

• Autor(a) principal: Dantas, Douglas Rodrigues
• Data de Publicação: 2020
• Tipo de documento: Dissertação
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações do Mackenzie
• Texto Completo: http://dspace.mackenzie.br/handle/10899/23701
• topic: centro de serviços compartilhados; desempenho operacional; VBR; recursos e capacidades; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESAS

The decision of sharing services is adopted by companies to improve organizational management, since all organizational areas need resources and capabilities to provide their operations. By utilizing more efficient resources and capabilities, you can potentially achieve more qualified results and better operational performance. With a feature of support services to other areas of the company, the Shared Services Centers, called SSC, is equipped with resources and capabilities that can provide differentiation for companies regarding support structures and systems. Thus, the objective of this research was to understand the role of resources and capabilities of a CSC for generating operational performance in internal organizational areas. Shared Service Centers are administrative arrangements that have been adopted by large companies to achieve superior performance with cost savings and service enhancements. It was found, as a result of the research, that the SSC-based organizational structure, using resources and capabilities, generates value for internal customers and for the company studied. Another aspect that should be considered is that SSC, by providing support structures and systems, enables internal clients to focus on their specific activities. Thus, to achieve the objective proposed in this work, a mixed research method was used, with a qualitative primary phase, aiming to identify the resources and capabilities of the researched company's SSC, according to the main managers of this organizational structure. In the second, quantitative step, a questionnaire was applied to the SSC internal customers of the researched company to assess how much such resources and capabilities contribute to operational performance.