Abstract

COELHO, Renata; MARTINS, Ricardo  and  LOBO, Débora. Developing a model for performance evaluation: applying to a Shared Services Center. Rev. Portuguesa e Brasileira de Gestão [online]. 2013, vol.12, n.1, pp.69-80. ISSN 1645-4464.

This study aimed to develop a management model for Shared Services Centers (SSC), adapted to public organizations patterns, according to the principles and characteristics of the studies in services operations management. In theoretical conceptual terms, drawing up a strategy of service operations is the strategic alignment between the target market and customer segmentation, knowledge of the tangible and intangible elements of an architecture service system and delivery. The case study method was adopted using non-probability sampling according to accessibility. Data collection was carried out by means of interviews using a semi structured questionnaire and using cards of the constructs validation - Delivery, Service, Reliability and Flexibility - that were confirmed by Stated Preference technique. In order to select indicators which were relevant from the customer`s point of view, the interviewers were presented with 21 indicators related to validated constructs (Delivery, Service, and Reliability) which had some degree of significance for them. In this way a model for the measurement of service level was produced for use in a Shared Services Center.

Keywords : Service Operations Strategy; Shared Services Center; Supply Management; Organizational Evaluation Performance Model.

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