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

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dc.contributor.advisorSambiase, Marta Fabiano
dc.contributor.advisor1Latteshttp://lattes.cnpq.br/1235732641318213por
dc.contributor.authorDantas, Douglas Rodrigues
dc.creator.Latteshttp://lattes.cnpq.br/4077135336759534por
dc.date.accessioned2020-04-10T13:06:20Z
dc.date.accessioned2020-05-28T18:04:41Z
dc.date.available2020-05-28T18:04:41Z
dc.date.issued2020-02-11
dc.description.abstractThe 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.eng
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dc.identifier.citationDANTAS, Douglas Rodrigues. Centro de serviços compartilhados e desempenho operacional: uma análise baseada em recursos e capacidades. 2019. 81 f. Dissertação (Mestrado em Administração de Empresas) - Universidade Presbiteriana Mackenzie, São Paulo, 2020.por
dc.identifier.urihttp://dspace.mackenzie.br/handle/10899/23701
dc.keywordsshared services centereng
dc.keywordsoperational performanceeng
dc.keywordsRBVeng
dc.keywordsresources and capabilitieseng
dc.languageporpor
dc.publisherUniversidade Presbiteriana Mackenziepor
dc.rightsAcesso Abertopor
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectcentro de serviços compartilhadospor
dc.subjectdesempenho operacionalpor
dc.subjectVBRpor
dc.subjectrecursos e capacidadespor
dc.subject.cnpqCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESASpor
dc.titleCentro de serviços compartilhados e desempenho operacional: uma análise baseada em recursos e capacidadespor
dc.typeDissertaçãopor
local.contributor.board1Marcondes, Reynaldo Cavalheiro
local.contributor.board1Latteshttp://lattes.cnpq.br/5082252604805492por
local.contributor.board2Beuren, Ilse Maria
local.contributor.board2Latteshttp://lattes.cnpq.br/4514517594315817por
local.contributor.board3Perez, Gilberto
local.contributor.board3Latteshttp://lattes.cnpq.br/8699394703578756por
local.contributor.board4Ferreira, Fernando Coelho Martins
local.contributor.board4Latteshttp://lattes.cnpq.br/3546864333364295por
local.publisher.countryBrasilpor
local.publisher.departmentCentro de Ciências Sociais e Aplicadas (CCSA)por
local.publisher.initialsUPMpor
local.publisher.programAdministração de Empresaspor
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