Abstract

Title: A proposed method for creating a shared services center (SSC) from the experience of a technology and services company. Objective of the study: The objective of this paper is to propose a method for creating a shared services center (SSC) from the experience of a technology and services company, detailing the motivations and risks associated with a SSC, organizational structure models and types, the phases that make up the creation, with barriers and critical success factors, and the gains made. Procedures / Method for solving the problem: The research was based on procedures adopted to understand the process of creation of the analyzed SSC, which involves a review of existing literature on the subject (bibliographic research), case study with documentary research, participant observation, semi-structured interviews and data triangulation of the case study with the existing literature to obtain the analytical generalizations. Results: From the case study, we hope to identify all the key decision-making factors for setting up an SSC, as well as a step-by-step understanding of having an SSC created. After that, the obtained results will be compared with the researched literature, allowing the development of a method of creation of a CSC. Practical Implications: The study can serve as a reference for similar organizations of the same industry and size, as well as adding value to the academic discussion. Originality and contributions: The work is unique because it was not observed an academic study conducted on the experience of the technology and services company focus of the study. Also, in terms of contribution this study provides a breakdown of everything a decision maker should know when analyzing and deciding to create an SSC. It can also be noted the contribution of work to CSC-related theory which is relatively scarce in Brazil. This contribution is in line with the scientific technological production line: Competitiveness, Innovation and Entrepreneurship. Technical / Technological Production: The study generates a method for creating an SSC that can serve as a guide for setting up a Shared Services Center in other technology and service companies. It fits as Management Processes belonging to AXIS 1 - Products and Processes. As for the applicability, there was the scope realized, since the proposed method can be used by other technology and services companies. It has low innovative content, because there was an adaptation of existing knowledge in the organization and literature to generate the method for creation. This is a medium complexity production, combining pre-established knowledge with company information and characteristics.

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