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Advisor(s)
Abstract(s)
Esta dissertação proporciona novos insights sobre os impactos da implementação de
Shared Service Centers. O objetivo desta tese de mestrado é analisar os impactos
financeiros e não financeiros da implementação de um SCC, contribuir para uma lacuna
já identificada na literatura académica e fornecer informações chave sobre este tema. A
investigação para este trabalho compreende uma revisão de literatura, que apoiou a
criação do modelo conceptual, e a análise baseada num projeto de implementação de uma
Shared Service Organization de uma empresa altamente classificada pela Hacket como
uma Digital World Class player em termos de desempenho de Global Shared Services.
Os principais resultados indicam que a implementação de um Shared Service Center
baseado em conhecimento e o investimento na melhoria de processos e automação são
altamente benéficos para a estratégia geral do negócio. Além disso, também foi
identificado como um caso de sucesso empresarial ao analisar as métricas financeiras
associadas ao projeto. Foi possível observar um período de retorno de sete anos e uma
poupança líquida superior a 32 milhões de dólares num período de dez anos.
De forma geral, a implementação do SSO está alinhada com a estratégia empresarial
e organizacional da empresa, sendo sustentada por impactos financeiros e não financeiros
chave.
This thesis provides new insights into the Shared Services Center implementation impacts. This master thesis aims to analyze the financial and non-financial impacts of the implementation of SSC, to contribute to an already identified gap in academic literature, and to support with key insights on this theme. The research for this work comprehends a literature review, which supported the creation of the framework, and an analysis based on a Shared Services Organization implementation project from a highly rated company by Hacket as a Digital World Class player in terms of Global Shared Services Performance. The main results indicate that the implementation of a knowledge-based Shared Service Center and investment in process improvement and automation are highly beneficial to the overall business strategy. Moreover, it was also identified as a positive business case when analyzing the financial metrics associated with the project. Where it is possible to observe a payback period of seven years and net savings reaching over $32 million in a ten-year frame. Overall, the SSO implementation is in line with the company’s business and organizational strategy being supported by key financial and non-financial impacts.
This thesis provides new insights into the Shared Services Center implementation impacts. This master thesis aims to analyze the financial and non-financial impacts of the implementation of SSC, to contribute to an already identified gap in academic literature, and to support with key insights on this theme. The research for this work comprehends a literature review, which supported the creation of the framework, and an analysis based on a Shared Services Organization implementation project from a highly rated company by Hacket as a Digital World Class player in terms of Global Shared Services Performance. The main results indicate that the implementation of a knowledge-based Shared Service Center and investment in process improvement and automation are highly beneficial to the overall business strategy. Moreover, it was also identified as a positive business case when analyzing the financial metrics associated with the project. Where it is possible to observe a payback period of seven years and net savings reaching over $32 million in a ten-year frame. Overall, the SSO implementation is in line with the company’s business and organizational strategy being supported by key financial and non-financial impacts.
Description
Keywords
Shared Services Center Mudanças organizacionais Efficiência Desempenho Desafios Estratégia Shared Services Center Organizational changes Efficiency Performance challenges Strategy
Pedagogical Context
Citation
Valente, Melissa Cristina Santa Bárbara Dias (2024). “Streamlining efficiency: implementing a shared service center”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
Publisher
Instituto Superior de Economia e Gestão