Relações entre terceirização e a melhoria contínua de processos contratados

Abstract

The present study, connections between Outsourcing and Continuous Process Improvement Contractors, aims to examine, in the view of contract managers how the outsourcing process influences the continuous improvement of processes engaged. The study provides an overview of outsourcing, highlighting the complexity and difficulties of this process and emphasizing the importance of partnership between the policyholder and the service provider. It also shows a review of key concepts and techniques used in outsourcing and practices of Continuous Improvement, with the goal of providing subsidy to answer the following question: in the view of the contract managers of the contractor company and the service provider, how does outsourcing influence continuous process improvement of the contracts? The methodology used in developing this work included: analysis of administrative documents such as contracts for service, reports and technical specifications and implementation of semi-structured questionnaires applied with contract managers of contractors and contractor, to assess, in view of these, how outsourcing affects the continuous process improvement contractors. The results indicate that the main factors that influence the continuous improvement of processes outsourced are: contracts with Service Level Agreement defined; selection of service providers with expertise in running activity, formation of partnership, and systematic evaluation of the partner companies.