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Abstract(s)
O modelo de centros de serviços partilhados que se caracteriza pela concentração da gestão de serviços não estratégicos numa única unidade organizacional (Schulman et al., 1999), tem vindo a aumentar nos últimos anos em Portugal, sendo o nosso país cada vez mais escolhido por grandes grupos económicos multinacionais para montar os seus centros. O trabalho desenvolvido visa dar conta da realidade destes centros explicando as suas premissas e as razões de escolha de Portugal como destino. Para tal, procurando perceber também de que forma é que esta decisão impactou o desempenho e o desenvolvimento estratégico destes centros. De forma a atingir os objetivos supramencionados, desenvolveu-se um estudo de caso que abrangeu a quatro empresas multinacionais estrangeiras que implementaram os seus centros de serviços partilhados (doravante designados por “CSP”) em Portugal. A análise desenvolvida permitiu concluir que as principais razões para a localização de serviços partilhados em Portugal são os baixos custos de implementação e funcionamento dos CSP, a formação académica e as competências linguísticas dos colaboradores. Decorridos alguns anos desde a instalação destes CSP em Portugal, constata-se que os resultados alcançados por estes centros se enquadram nas expetativas inicialmente estabelecidas por parte das sedes dessas multinacionais, prevendo-se em todos os casos a expansão destes centros num futuro próximo.
The model of shared services characterized by the concentration of the of non-strategic management services in a single organizational unit (Schulman et al., 1999), has increased in Portugal over the last years. Our country has been progressively selected by large multinational economic groups to present their centres. The work herein carries out intends to assess the reality of the aforementioned centres for shared services, explaining its premises and the reasons for which Portugal has been chosen as a destination thereof. To this effect, this study further aims to understand the extent to which this decision - i.e. the selection of Portugal as the setting for the presentation and divulgation of the said centers for shared services - affected the performance and strategic development of such centers. With the purpose of achieving the objectives indicated supra, this work developed and scrutinised a case study centred on four foreign multinational enterprises that implemented the respective centers of shared services (hereinafter, “CSP”) in Portugal. The analysis caried out led to the conclusion that the main reasons for establishing shared services in Portugal are the low costs associated with the implementation and functioning of CSP as well as the academic background and language skills of collaborators. Few years following the establishment of these CSP in Portugal, one can verify that the results obtained meet the expectations initially determined by the headquarters of the multinational companies concerned. It is foreseen that all these centers will meet expansion in the near future.
The model of shared services characterized by the concentration of the of non-strategic management services in a single organizational unit (Schulman et al., 1999), has increased in Portugal over the last years. Our country has been progressively selected by large multinational economic groups to present their centres. The work herein carries out intends to assess the reality of the aforementioned centres for shared services, explaining its premises and the reasons for which Portugal has been chosen as a destination thereof. To this effect, this study further aims to understand the extent to which this decision - i.e. the selection of Portugal as the setting for the presentation and divulgation of the said centers for shared services - affected the performance and strategic development of such centers. With the purpose of achieving the objectives indicated supra, this work developed and scrutinised a case study centred on four foreign multinational enterprises that implemented the respective centers of shared services (hereinafter, “CSP”) in Portugal. The analysis caried out led to the conclusion that the main reasons for establishing shared services in Portugal are the low costs associated with the implementation and functioning of CSP as well as the academic background and language skills of collaborators. Few years following the establishment of these CSP in Portugal, one can verify that the results obtained meet the expectations initially determined by the headquarters of the multinational companies concerned. It is foreseen that all these centers will meet expansion in the near future.
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Keywords
Serviços partilhados Modelos organizacionais Motivações Desafios Shared services Organisational models Motivations Challenges