Centro de Serviços Compartilhados (CSC): uma solução de eficiência de processos para as empresas de transporte rodoviário de passageiros na Região Metropolitana do Rio de Janeiro

Abstract

The objective of the project is to analyze understanding and describe the main necessary steps to enable the implementation of SSC in passenger road transportation companies in the Metropolitan Region of Rio de Janeiro, regarding to anchieve better results in the organizations. For successful outcome there is a need to change the organizational structure in order to optimize process and time, getting better efficiency. Based on the current reality, organizations need innovation in their strategies because of the globalized world. Therefore,they implement the SSC to search for high levels of operational efficiency, and better results. The methodology adopted in this study, has used bibliographical research related to the theme, suited as a base for the processes concept, documental sources and interviews with two companies being in different phases of SSC implementation, one of this an implemented SSC and the other still implementaing, bases on a qualitative descriptive approach, to achieve the objectives. Semi-structured interviews were used with the main managers involved in the change processes. Being considered a new tool and a challenging element, the SSC will enable the organizations developing their decision-making processes. However, the objective of this work wasn´t only bringing a conceptual vision but also providing a practical analysis enabling new benefits integration and promoting a SSC developing. Mental model changing is acceptable when presenting the steps and advantages to organizations. Thinking about new ways to perform tasks in order to improve business effectiveness and ensure the business flowing in the better cost-effective way is one of the major challenges facing the market today. Adopting tools like the SSC to pursue these goals is a real trend.