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Authors
Advisor(s)
Abstract(s)
For
many
years,
the
Outsourcing
industry
gained
greater
impetus
in
a
worldwide
perspective,
not
only
for
market
leaders’
companies,
that
were
still
looking
for
the
optimization
of
their
costs,
but
also
for
companies
that
were
underperforming
on
their
organization
and
costs
structure.
Following
that
trend,
it
was
notable
a
highly
increase
in
the
number
of
outsource
providers
as
well
as
a
growth
of
services
offered
by
them,
which
led
the
firms
to
change
their
direction
in
business
strategic
thinking.
As
the
Outsourcing
industry
evolves
to
meet
the
needs
of
a
client,
many
firms
started
reengineering
their
way
of
organizing
work
and
business
processes,
in
order
to
achieve
significant
improvements
in
areas
such
as
quality,
service,
safety
and
costs,
meaning
that
operational
excellence
requires
top
performance
in
company’s
core
competences.
At
the
same
time,
while
there
is
a
greater
growth
in
the
outsourcing
industry
presently,
there
is
also
a
considerable
number
of
outsourcing
clients
that
started
to
recognize
outsourcing
risks,
which
can
lead
to
failed
projects
with
greater
costs
and
poorer
quality
than
expected.
The
purpose
of
the
present
dissertation
is
to
provide
a
case
study
regarding
the
Contact
Centre
in
Banco
Santander
Totta,
in
Portugal,
with
special
incidence
on
its
outsourcing
strategy
versus
insourcing
services.
It
will
be
developed
with
higher
depth
its
current
outsourcing
strategy
and
why
the
Contact
Centre
subject
may
support
or
not
the
choice
of
insourcing
rather
than
outsourcing.
Certainly,
this
thesis
differentiates
itself
and
contributed
enormously
to
my
personal
growth
in
its
practical
experience,
not
only
for
its
direct
contact
with
bank
directors
and
employees,
but
also
because
it
is
a
crucial
opportunity
to
influence
and
be
part
of
the
bank
future
decision.
Therefore,
this
dissertation
aim
is
to
provide
a
solid
and
structured
conclusion,
able
to
support
Banco
Santander
Totta’
strategic
decision.
Equally
important
is
the
fact
that
it
is
a
work
that
will
be
presented
to
Santander
Top
Administration
to
decide
if
they
should
accept
or
reject
the
Contact
Centre
insourcing
project.