Centro de Serviços Compartilhados: implantação desta estratégia de gestão em uma rede educacional

Abstract

The Shared Service Centers gained prominence in the various organizations that implemented this model, as their concept is linked to the best management practices, which aim to offer BackOffice services with quality, efficiency and at the lowest cost for the operationalization of staff activities. This research aimed to identify and analyze the results obtained with the implementation of a SSC, describing as a case study the experience of the process of implementing this business strategy in an Educational Network. In order to achieve our expectations, we resorted to the use of methodological practices involving the survey and review of the existing bibliography in the axes of in-depth studies in Shared Services Centers and in Management of Higher Education Institutions. For the construction of our Case Study, we carried out a semi-structured interview of descriptive-qualitative analysis with five managers of this Educational Network, who fully participated in the migration process from decentralized transactional areas to shared areas. Our main finding resides in the fact that the Shared Services Center of the studied Educational Network generated important results, not only of a tangible nature, such as cost reduction, scale gains and improvements in performance indicators, but also value creation through intangible results, such as the improvement of processes and internal customer satisfaction as the improvement in the provision of services offered by the SSC was perceived by the other departments of the institution. We also identified that SSC's have been increasingly used, not only among large educational conglomerates installed in the country, but also in HEI’s that seek their strategic positioning in this competitive market efficiently through the rational use of their resources