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Challenges and success factors on the implementation of a shared services center
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Orientador(es)
Resumo(s)
Este estudo é focado na implementação de um CSP numa organização multinacional em Portugal, tendo por objectivo analisar aprofundadamente os desafios trazidos pela mudança de processo numa implementação deste tipo. Num nível mais profundo, como esses desafios afectaram a organização, como o CSP se tornou um caso de sucesso para a organização, apontando os factores por detrás desse sucesso, e discutindo como a equipa reagiu a todos os processos de mudança.
Com o propósito de alcançar resultados válidos e detalhados, este trabalho baseia-se no estudo de caso dessa mesma empresa, onde diversos dados foram recolhidos durante os primeiros dois anos de implementação do centro, através de observação directa, participação activa, e através da realização de cinco entrevistas a membros da organização em vários departamentos.
Através da análise de todos os dados recolhidos ao longo destes dois anos, as conclusões retiradas deste estudo são que as principais razões para estabelecer um CSP em Portugal não foram apenas redução de custos, mas também o elevado nível de educação, apesar de terem surgido alguns desafios durante o percurso, nomeadamente relacionados com idiomas e comunicação. Para além disso, existe concordância no facto de que os principais factores para o sucesso da implementação do CSP se prende com a elevada qualidade da formação, e com a elevada capacidade das pessoas se adaptarem à mudança.
This study focus on the implementation of a SSC for a Multinational organization in Portugal, aiming to deeply analyze the challenges brought by the changing process of such implementation. On a deeper level, how they affected the organization, how the SSC became a success case for the organization, by naming the factors behind such success, and by discussing how the team reacted to all the change processes. In order to achieve valid and detailed results, this work is based on a case study of that same company, where several data was collected during the first two years of the implementation of the center, through direct observation, active participation, and by conducting five interviews to members of the organization in several departments. By analyzing all the data collected along these two years, the conclusions drawn from this case study are that the main reasons for establishing a SSC in Portugal were not only cost reduction, but also the high level of education, even though there were a few challenges down the road, namely addressed with language and communication. In addition, it was agreed that the main factors for the success of the SSC implementation is related to the high quality training, and people being able to adapt and embrace change.
This study focus on the implementation of a SSC for a Multinational organization in Portugal, aiming to deeply analyze the challenges brought by the changing process of such implementation. On a deeper level, how they affected the organization, how the SSC became a success case for the organization, by naming the factors behind such success, and by discussing how the team reacted to all the change processes. In order to achieve valid and detailed results, this work is based on a case study of that same company, where several data was collected during the first two years of the implementation of the center, through direct observation, active participation, and by conducting five interviews to members of the organization in several departments. By analyzing all the data collected along these two years, the conclusions drawn from this case study are that the main reasons for establishing a SSC in Portugal were not only cost reduction, but also the high level of education, even though there were a few challenges down the road, namely addressed with language and communication. In addition, it was agreed that the main factors for the success of the SSC implementation is related to the high quality training, and people being able to adapt and embrace change.
Descrição
Mestrado em Ciências Empresariais
Palavras-chave
CSPs Gestão da Mudança Desafios Motivações Resistência Comunicação SSC Change Management Challenges Motivations Resistance Communication
Contexto Educativo
Citação
Simões, Ricardo Manuel Carreira de Avelar (2019). "Challenges and success factors on the implementation of a shared services center". Dissertação de Mestrado, Universidade de Lisboa. Instituto Superior de Economia e Gestão.
Editora
Instituto Superior de Economia e Gestão