Desenvolvimento de um sistema de medição de desempenho em uma estrutura de global business services em uma empresa do ramo de energia

Abstract

There is a scene of constant changes in the organizational environment. For this, some innovative measures should be taken, as well as performance should be measured frequently. This work has as objective to propose a development of a performance measurement system for a structure of Global Business Services. It's also done a study around the so-called Shared Services Center, the means by which GBS comes with a matured manner and with the same global parameters. These structures have in common a grouping of said support functions of an enterprise, making other areas of the same confine themselves to their specific activities. From that the development of strategies for improving support activities begins to happen. By adopting these structures, companies achieve, through a strategic and integrated line, better results in their processes, reducing costs, risks and adding greater profitability to the business. This work was performed initially with the theoretical reasoning about the concepts of indicators and performance measurement systems. After that, the structures of Center of Shared Services and Global Business Services have been presented, as well as a comparison between them along with the process of outsourcing. In the case study, the company in question is presented and shortly after we explain the proposed performance measurement model, in which a sheet of records was created to aggregate the factors to be measured and analyzed. The result was satisfactory, because it was demonstrated the possibility of setting up a performance measurement system in a framework of Global Business Services.